Refund policy
Policy
Refund Policy
PeakView
PeakView produces a limited number of hand-built frames each year. Every frame is made to order in Cadore, Italy, in a numbered series of 111 per design. The standard is high. The commitment is mutual.
This policy explains how PeakView handles cancellations, defects, and refunds.
01·Cancellation window
You may cancel a confirmed order for a full refund within 48 hours of order confirmation, provided production has not yet commenced.
To cancel within the window, email hello@peakview.store with your order number and the subject "Cancel order." We will confirm cancellation by email and process the refund through Stripe within five business days.
After 48 hours, production may have begun. Orders are non-cancellable once production has commenced.
02·Final sale
Because each frame is hand-built to order in a numbered limited series, all sales are final once production has commenced.
We do not accept returns for:
- Change of mind
- Fit preference
- Styling concerns
- Color, finish, or material preferences shown clearly on peakview.store at the time of order
This is the cost of made-to-order production. Each frame exists because you commissioned it.
03·EU and UK customers — made-to-order notice
Under Article 16(c) of the EU Consumer Rights Directive (2011/83/EU) and the equivalent UK regulation, the standard 14-day cooling-off period for distance contracts does not apply to goods made to the consumer's specifications or clearly personalized.
Summit Series frames are produced after order confirmation, in a numbered limited run, and qualify for this exemption.
By placing an order, you acknowledge this exemption and waive the 14-day cooling-off period.
This does not affect your statutory rights regarding defective goods. See Section 04.
04·Manufacturing defects
PeakView guarantees each frame against manufacturing defects for 24 months from the date of shipment.
A manufacturing defect is a flaw in the frame, lens, or hardware that is attributable to production rather than to wear, accident, or misuse.
How to report a defect
Email hello@peakview.store within the warranty period with:
- Your order number
- Photographs clearly showing the defect
- A short description of when and how the issue appeared
We respond to defect reports within five business days.
How PeakView resolves defects
At our discretion, we will:
- Repair the frame at no cost to you, or
- Replace defective components at no cost to you, or
- Issue a full refund of the purchase price
Where repair or replacement is offered, return shipping is at PeakView's expense.
What is not a manufacturing defect
The following are not covered by warranty:
- Scratched, cracked, or broken lenses
- Damage from drops, impacts, or accidents
- Damage from exposure to extreme heat (e.g., dashboards, saunas)
- Damage from contact with solvents, cleaners not recommended for optical surfaces, or sunscreen
- Normal wear after extended use
- Loss or theft
Replacement lenses may be purchased separately when available. Contact hello@peakview.store for replacement lens inquiries.
05·Shipping damage
If your shipment arrives damaged, contact hello@peakview.store within 14 days of delivery with:
- Your order number
- Photographs of the damaged packaging
- Photographs of the damaged frame
- The shipping carrier and tracking number
PeakView will file an insurance claim with the carrier and resolve the matter directly with you. Resolution typically takes ten to fifteen business days.
06·Lost or undelivered shipments
If your shipment is lost in transit or not delivered within four weeks of the dispatch confirmation, contact hello@peakview.store.
We will work with the carrier to investigate. If the shipment is confirmed lost, we will replace the frame or issue a full refund at your preference.
07·Refund processing
Approved refunds are issued to the original payment method through Stripe.
Processing times:
- PeakView authorizes the refund: within 5 business days of approval
- Bank or card issuer credits your account: 5 to 10 business days after authorization, depending on your bank
Total time from approval to funds visible in your account is typically two to three weeks.
08·Statutory rights
Nothing in this policy limits the consumer protection rights you may have under the law of your jurisdiction. This includes:
- EU Consumer Rights Directive (for EU customers)
- UK Consumer Rights Act 2015 (for UK customers)
- Quebec Consumer Protection Act (for Quebec customers)
- Provincial consumer law (for other Canadian customers)
- State consumer protection law (for US customers)
Where applicable consumer law grants you stronger rights than this policy, those rights apply.
09·Contact
For all refund, return, or warranty inquiries:
hello@peakview.store
For privacy and data requests:
privacy@peakview.store
Mailing address:
Suite 1049
1055 West Georgia Street, Unit 220
Vancouver, BC V6E 3P3
Canada