Refund policy

Our Peak Promise: First-Order 30-Day Money-Back Guarantee

Your first order from Keystone Peak is covered by our 30-day money-back guarantee.

Try the product for 30 days and see the difference for yourself. If you are not satisfied, contact us within 30 days after the delivery date of your first order to request a refund.

This guarantee applies only to a customer's first order, as defined below. Orders placed after a customer's first order — including any second purchase made on your account, whether ordered manually or generated automatically through a subscription — are not eligible for returns or refunds based on preference, dissatisfaction, change of mind, or failure to achieve an expected result, except where required by applicable law.

What Counts as a "First Order"

The Peak Promise is limited to one guarantee per customer and per household.

For the purpose of this policy, orders are treated as belonging to the same customer or household when they share any of the following:

  • The same email address
  • The same shipping address or billing address
  • The same payment method, card number, or payment account
  • The same telephone number
  • The same customer account

A first-order guarantee that has already been used by a customer or household is not renewed by creating an additional account, using an alternate email address, using a different payment method, or placing an order in another person's name.

We may decline a first-order refund request when we reasonably determine, based on the information available to us, that the customer or household has already received a refund under the Peak Promise. Where we decline a request on this basis, we will tell you why and give you an opportunity to provide additional information.

Determining the Delivery Date

The 30-day guarantee period begins on the delivery date, determined as follows, in order of priority:

  1. The delivery date confirmed by the carrier's tracking record.
  2. If the carrier record does not show a confirmed delivery, the date seven (7) calendar days after the final tracking scan.
  3. If no tracking information is available, the date thirty (30) calendar days after the order was dispatched.

If you believe the delivery date on record is incorrect, contact us and we will review the available evidence and any information you provide before applying the period.

Requesting a First-Order Refund

To request a refund under Our Peak Promise, contact us at contact@trykeystonepeak.com within 30 days after the delivery date of your first order.

Please include:

  • Your name
  • Your order number
  • The email address used to place the order
  • A brief explanation of your request

We may request photographs, product information, proof of purchase, or other reasonable documentation needed to verify the order and process the request.

Do not send any product back without first contacting us. Unauthorized returns may not be accepted or refunded.

Cancelling an Order Before It Ships

This section applies to one-time, manually placed orders only. Subscription renewal orders are governed exclusively by the "Subscriptions" section below and are not eligible for the pre-fulfilment cancellation described here.

You may request cancellation of a one-time order at any time before that order has entered fulfilment.

How to request a pre-fulfilment cancellation: email contact@trykeystonepeak.com with your order number and the word "CANCEL" in the subject line, or cancel directly through your account.

  • If we receive your request before the order has entered fulfilment, we will cancel the order and issue a full refund of the amount charged.
  • If we receive your request after the order has entered fulfilment, we may not be able to stop the shipment. In that case the order is treated under the sections below according to whether it is a first order or a subsequent order.
  • An order is considered to have entered fulfilment once it has been transmitted to our fulfilment provider for picking and packing. This ordinarily occurs within one business day of the order being placed.

We will tell you which of the above applies to your request when we respond.

Second and Subsequent Orders (Final Sale)

Second and subsequent orders — including any second or later item purchased on your account through a subscription — are final sale. Except as required by applicable law, and except where a pre-fulfilment cancellation request has been received under the section above for an eligible one-time order, these purchases are not eligible for return, exchange, or refund once the charge has been processed, regardless of reason, unless the order was:

  • Defective
  • Damaged
  • Incorrect
  • Missing items

We may approve a return, replacement, store credit, or refund when reasonably appropriate, including when:

  • An item arrives defective or damaged
  • You receive an incorrect item
  • An item is materially different from what was ordered
  • The shipment is incomplete
  • Applicable law requires another remedy
  • We approve an exception in writing at our sole discretion

Discretionary Exceptions

Any resolution we provide outside the terms of this policy is a one-time discretionary goodwill exception. Such an exception:

  • Is valid only for the specific order and circumstances described in our written approval
  • Is not an admission of fault, defect, or liability
  • Does not amend, waive, or modify this policy
  • Does not create a right, entitlement, precedent, or course of dealing for you or for any other customer
  • Does not obligate us to approve any future request, whether from you or from another customer, however similar the circumstances

Our failure to enforce any provision of this policy on any occasion is not a waiver of that provision or of our right to enforce it on any other occasion. Only a written approval issued by an authorised Keystone Peak representative constitutes a discretionary exception under this section.

Subscriptions: Your Responsibility to Cancel

If you are enrolled in a subscription, it is your responsibility to cancel or pause your subscription before your next scheduled billing date if you do not want to receive or pay for the next order.

We will always honour a request to cancel or unsubscribe from future shipments. You may cancel at any time, without charge or penalty, by:

  • Managing your subscription directly through your account, or
  • Emailing contact@trykeystonepeak.com

We will process cancellation requests promptly and confirm the cancellation to you in writing. Cancellation takes effect for all billing cycles that have not yet been charged at the time we receive your request.

However:

  • It is your responsibility to cancel your subscription before your renewal charge is processed if you do not want to receive or pay for that renewal. Once a subscription renewal charge has been processed, that order is final sale — it is not eligible for cancellation, return, or refund based on preference, timing, change of mind, or the order not yet having shipped, except where the item is Damaged, Defective, Incorrect, or Missing (DDIM), or where applicable law requires another remedy.
  • This means a subscription renewal order is treated as final sale immediately upon the charge being processed, regardless of whether the order has entered fulfilment, shipped, or been delivered. The pre-fulfilment cancellation option available for one-time orders does not apply to subscription renewals.
  • Cancelling your subscription stops future charges only. It does not entitle you to a refund of a charge that has already been processed, however recently.
  • We do not issue refunds for missed cancellation windows, "I forgot to cancel," or a change of mind after a subscription renewal has been charged, regardless of shipment status.

We send a renewal reminder before each subscription charge, and your upcoming renewal date is shown in your account. Cancelling or pausing your subscription before that charge date is the only way to avoid being charged for a renewal — please review your renewal date and manage your subscription proactively.

Damaged, Defective, Incorrect, or Missing Items

Inspect your order promptly after delivery.

Report DDIM issues within 14 calendar days of the delivery date (determined as described above) by contacting contact@trykeystonepeak.com.

We will still consider reports made after 14 days where the defect could not reasonably have been discovered within that period, or where applicable law provides a longer period. Reporting promptly helps us investigate with the carrier and our fulfilment provider while records are still available.

Required Documentation

To evaluate a DDIM claim, we require:

  • Your order number
  • A description of the issue
  • Clear photographs of the item, its packaging, the shipping label, and any visible damage or discrepancy

For claims of missing items, we require photographs of the packaging as received and of all contents received.

We may request additional reasonable information needed to verify the claim. Claims cannot be processed until the required documentation has been provided, unless we confirm otherwise in writing or applicable law requires otherwise. If you are unable to provide photographs, contact us and we will discuss what alternative verification we can accept.

We will evaluate the issue and determine the appropriate resolution, which may include a replacement, refund, store credit, or other remedy.

Return Authorization

All returns require prior written authorization.

When a physical return is required and approved, we will provide instructions explaining how and where to send the product. When applicable, we may also provide a return shipping label.

Items sent back without prior authorization may not be accepted.

Unless we confirm otherwise in writing, approving a return request does not automatically mean that a refund has been approved. Returned products may be inspected before a final decision is made.

Return Condition

For returns other than an approved first-order satisfaction claim, an item must generally be:

  • In the condition in which it was received
  • Unused
  • In its original packaging
  • Accompanied by any included accessories or materials
  • Supported by a receipt or other proof of purchase

Different conditions apply to a first-order claim under Our Peak Promise, because the guarantee permits you to try the product. We reserve the right to deny claims involving fraud, abuse, excessive use, intentional damage, missing contents, or repeated attempts to obtain refunds through multiple customer accounts.

Return Shipping

Return-shipping responsibility will be stated when a return is authorized.

We will cover reasonable return-shipping costs when the return results from our error or when an item arrives damaged, defective, or incorrect.

For discretionary returns or other approved exceptions, original shipping charges and return-shipping costs may be non-refundable unless required by law.

Exceptions and Non-Returnable Items

The following items are not eligible for return unless they arrive defective, damaged, or incorrect, or unless applicable law requires otherwise:

  • Perishable goods
  • Custom, personalized, or special-order products
  • Personal-care or hygiene-sensitive products
  • Hazardous materials
  • Flammable liquids or gases
  • Gift cards
  • Items specifically identified as final sale

Sale or promotional items are final sale unless the product page or promotion expressly states otherwise, and subject always to the first-order guarantee and to applicable law.

Contact us before purchasing if you have questions about whether a particular product is returnable.

Exchanges

We do not guarantee direct exchanges.

When an exchange is approved, we may require you to return the original item and place a separate order for the replacement. Defective, damaged, or incorrect products may instead be replaced directly at our discretion.

Australian Consumers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies those rights.

European Union and United Kingdom Right of Withdrawal

Where applicable European Union or United Kingdom consumer law covers an order, eligible consumers generally have the right to withdraw from a qualifying online purchase within 14 days after receiving the goods, without providing a reason. Certain products and transactions are excluded from that statutory right.

To exercise an applicable right of withdrawal, contact contact@trykeystonepeak.com before the withdrawal period expires.

You may be responsible for direct return-shipping costs unless we agree otherwise or applicable law requires us to cover them. Products may generally be inspected only to the extent necessary to determine their nature, characteristics, and functioning.

This section applies regardless of whether the purchase was your first order, and regardless of any "final sale" designation elsewhere in this policy. Nothing in this policy overrides mandatory consumer rights.

Refund Processing

We will notify you after reviewing your request or, when a return is required, after receiving and inspecting the returned item.

If a refund is approved, it will be issued to the original payment method within 10 business days. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Contact contact@trykeystonepeak.com if more than 15 business days have passed since we confirmed that your refund was approved.

Unless required by law or expressly stated otherwise, original shipping charges, expedited-shipping fees, duties, taxes, and other delivery-related costs are non-refundable.

Abuse and Fraud Prevention

We reserve the right to decline a return or refund request when we reasonably determine that it involves:

  • Fraudulent information
  • Altered or fabricated evidence
  • Deliberate product damage
  • Excessive or abusive use
  • Multiple customer accounts, addresses, or payment methods used to obtain more than one first-order guarantee
  • Chargeback abuse
  • A violation of this policy

Where we decline a request under this section, we will tell you the reason and give you a reasonable opportunity to respond or provide further information. This section does not limit any remedy you are entitled to under applicable law.

Changes to This Policy

We may update this policy from time to time. The version in effect at the time you place an order governs that order. Material changes will be reflected in the effective date at the top of this page.

If any provision of this policy is found to be unenforceable, the remaining provisions continue in full force.

Contact

For questions about a return, refund, replacement, or Our Peak Promise, contact:

contact@trykeystonepeak.com