Return policy

At Pure Peak, your satisfaction and health are our top priorities. We understand that sometimes issues can arise with your order, and we’re here to help. However, due to the nature of our products, particularly food and perishable items, we have a specific return policy in place. Please read the following information carefully to ensure you have the best experience with us.

For health and safety reasons, we cannot accept returns or exchanges on food items that have been opened or partially consumed. Additionally, products purchased through third-party distributors or resellers are also not eligible for returns. We appreciate your understanding as we strive to maintain the highest standards of quality and safety.

To help ensure a satisfying experience with your order, we offer the following advice:

Allergies: Before purchasing any of our products, we strongly recommend that you carefully read the ingredients and allergen warnings on the product labels. If you have known food allergies or sensitivities, please ensure the product is safe for you before purchase. We cannot accept returns based on allergic reactions to ingredients.
Product Usage and Storage: To ensure the quality and safety of our products, please follow the "How to Use" and "How to Store" instructions provided on each product label. Improper storage or use may affect the product’s quality and is not eligible for return.
Incorrect Address or Delivery Issues: Please double-check your shipping address at checkout to avoid delivery issues. If an order is delayed or misdirected due to an incorrect address provided at checkout, Pure Peak is not responsible for any resulting issues.
Frozen conditions: To ensure the freshness and high quality of our products, many of them are frozen. Please note that during shipment and delivery some thawing may occur - this will not affect the quality of the products. No return is needed, simply place the products back into the freezer.
Customer Change of Mind: We understand that sometimes you might reconsider a purchase, but we are unable to accept returns or refunds if you change your mind after the order has been processed. This policy ensures that all our customers receive the highest quality products.

Exceptions to the Return Policy

We understand that occasionally issues may arise with your order. In the event of any of the following situations, we will review your case for a possible return, refund, or exchange:

Damaged Products: If your order arrives damaged or compromised in any way, please contact us within 2 days of delivery via info@purepeak.co.za with some form of proof (e.g. pictures) to have us assess the issue and offer a proper solution.
Incorrect Products: If we sent the wrong items in your order, please contact us within 2 days of receiving the delivery. We will resolve the issue with a replacement or refund.
Product issues: If there is something else wrong with your product (such as quality concerns), even though it is a rare occurrence, please reach out to us. Contact us within 2 days of delivery at info@purepeak.co.za, and we will work together to find the best solution.

Our goal is to provide you with the best products and customer service. If you have any concerns or are unsure about any aspect of your order, please don’t hesitate to reach out. We’re here to help make your experience as smooth and positive as possible.