Returns and Refunds

Return Policy of Peakflex

At Peakflex, we are dedicated to providing you with products that effectively support you in pain relief. We believe in the effectiveness of our products and recommend that you use them for at least 14 days before considering a return. If, after 14 days and within our 90-day money-back guarantee, you are not satisfied with your purchase for any reason, please contact us at info@peakflex.com. To expedite the process, we ask that you include your name and order number in the email.

Once we receive an item, we will inspect it for damage within 2 business days. If the item is in perfect condition, we will refund the due amount.

Please ensure that a note with your order number and the email address associated with your order is included inside the return package.

The consumer is obligated to properly return the goods to our return address. This can only be done in consultation with our customer support team.

If the consumer refuses acceptance of the product, or fails to pick it up from the parcel station within the deadline after being informed by the courier to collect it from a pickup point, they enter into default of acceptance and have no claim to a refund. The pickup point only holds a package for a certain period of time. After that, it is tracked as "return to sender". In this case, the courier does not bear the costs for the return shipping and destroys the uncollected package.

Cancelled Orders

Please note that orders can only be cancelled within 60 minutes (1 hour) of purchase. After this period, the order is typically already in our logistics system and a direct cancellation can no longer be guaranteed. We recommend that you contact us as soon as possible.

If the delivery is already in the shipping system, we ask you to wait for the goods and then send them to our return address after consultation with our support team. If a customer refuses the delivery, the package will be disposed of by the courier service and we cannot issue a refund.

How do I return an item?

For instructions on shipping the returned products, please read the email you received after making the return request. Note: Customers are responsible for the return shipping and return costs; we do not provide return shipping labels.

To secure your refund, the use of a trackable shipping service (tracking number) is strictly required. As soon as you have shipped the package, please inform us of the tracking number immediately. Without corresponding proof of postage, we cannot guarantee a refund if the shipment is lost.

As soon as the status of your return link shows "Delivered", we will process your refund within 1–2 business days. If you do not hear from us within 48 hours of delivery, please contact us again so we can assist you promptly.

Please do not return the product without consulting our team first. If your package crosses a national border to Austria during return shipping, higher shipping costs may potentially occur.

Return Address:

Enco Solutions GmbH

Helene-Richter-Gasse 6/35

1210 Vienna, Austria

My order was lost or stolen during transit.

If you purchased an item with a Lifetime Warranty/Shipping Insurance that covers theft and products lost during transit, we will promptly issue a replacement.

My order was lost or stolen during transit and I did not purchase shipping insurance.

We recommend that you contact your post office or local delivery service to report the incident. We cannot guarantee a full replacement or a refund for lost or stolen items.

Damaged Items

We pack our products carefully to avoid damage during shipping. An item is considered damaged if it has a defect or is physically broken. Damaged packaging that occurred during shipping, such as dented boxes etc., with a product in good condition, is not considered damage.

If your item arrives damaged, please inform us within 72 hours of delivery or delivery attempt. To report a damaged item, please send us an email at info@peakflex.com and attach a clear photo of the damage as proof. We will review whether you are eligible for a free replacement. We do not refund costs, replace items, or accept returns for items damaged through normal use, wear and tear, or misuse.

Shipping and Delivery

While we strive to deliver your order in a timely manner, we cannot be held responsible for shipping or delivery delays beyond our control, including those caused by the courier service, customs, or other factors and issues that may occur during shipping. If you experience problems with your delivery, please contact the courier service directly for assistance. We assume no responsibility for lost, stolen, or delayed packages.

Additional delivery packages, such as priority shipping or shipping insurance, cannot be refunded.

Incorrect Shipping Address or Incomplete Shipping Address

It is the customer's duty to ensure that the correct shipping address is used during the checkout process. If it is incorrect and we are not informed within 24 hours of placing your order, you are not entitled to a reshipment or a refund.

In the case of an incomplete or incorrect shipping address, the shipping provider marks the order as "return to sender" and destroys the product, as they do not bear the costs for the return shipment.

We reserve the right to change this return policy at any time.

Thank you for choosing Peakflex. We appreciate your trust and look forward to helping you manage your pain and improve your quality of life.