Refund policy
At FreakPeak, we want you to shop with confidence. Because our products are wearable face and head accessories, returns are subject to strict hygiene, condition, and eligibility requirements.
By placing an order on our website, you agree to the terms below.
Return Eligibility
We accept eligible return requests within 30 days of delivery.
To qualify for a return, the item must:
- Be unused, unworn, unwashed, and undamaged
- Be free from odors, stains, makeup, hair, dirt, or other signs of use
- Include all original packaging, inserts, tags, and accessories
- Be returned in the same condition in which it was received
- Have been purchased directly from our official website
We reserve the right to reject any return that does not meet these conditions.
For hygiene reasons, products that show any indication of having been worn or used may be considered non-returnable.
Return Authorization Required
Do not send any item back without first contacting our customer support team.
All returns must receive approval and return instructions before being shipped.
Returns sent without authorization, sent to the wrong address, or returned to the sender address shown on the original package may not be accepted or refunded.
To request a return, please contact:
Email: freakpeak.store@gmail.com
Please include:
- Order number
- Full name
- Reason for return
- Photos of the item and packaging when requested
Refund Amount for Change-of-Mind Returns
For approved returns that are not caused by a product defect, damage, or fulfillment error, the maximum refund available is:
Up to 70% of the eligible merchandise value.
A return handling and restocking deduction of up to 30% may be applied to cover:
- Order handling
- Inspection
- Restocking
- Packaging
- Fulfillment costs
- Administrative processing
Original shipping charges, priority shipping fees, shipping protection, taxes, duties, and other non-product charges may be non-refundable where applicable.
The final approved refund amount will be determined after the returned item has been received and inspected.
Damaged, Defective, or Incorrect Items
If your order arrives:
- Damaged
- Defective
- Incorrect
- Missing an item
Please contact us within 48 hours of confirmed delivery.
You must provide:
- Your order number
- Clear photos or video of the issue
- Photos of the shipping packaging
- A description of the problem
If the claim is approved, we may offer one of the following:
- Replacement
- Reshipment
- Store credit
- Full or partial refund, depending on the issue
The 70% refund limitation does not apply when the confirmed issue was caused by us, our fulfillment partner, or the carrier.
We reserve the right to request additional evidence before approving a claim.
Non-Returnable Items
The following items may not be eligible for return or refund:
- Items that have been worn or used
- Items that have been washed
- Items with makeup, sweat, odors, stains, hair, or dirt
- Items damaged after delivery
- Items missing original packaging
- Items modified, altered, or repaired by the customer
- Clearance or final-sale items
- Gift cards
- Personalized or custom products
- Items returned after the 30-day return window
- Items returned without prior authorization
Because our ski masks and hoods are worn on or around the face and head, hygiene-related return restrictions may apply.
Exchanges
Exchange requests must be submitted within 30 days of delivery.
All exchanges are subject to:
- Product condition
- Availability
- Hygiene requirements
- Approval by our support team
Customers may be responsible for return shipping and reshipping costs unless the exchange is required because we sent the wrong or defective item.
Return Shipping
For change-of-mind returns, customers are responsible for all return shipping costs.
We strongly recommend using:
- A trackable shipping service
- Delivery confirmation
- Shipping insurance for higher-value returns
We are not responsible for return packages that are lost, delayed, damaged, or delivered to an incorrect address.
Return shipping fees are non-refundable unless otherwise approved by our support team.
Refused or Unclaimed Packages
Refusing delivery does not automatically qualify an order for a refund.
Packages that are:
- Refused
- Unclaimed
- Returned due to an incorrect address
- Returned because the customer failed to collect the parcel
may be subject to shipping, handling, and restocking deductions.
If a refund is approved, the refund may be limited to up to 70% of the eligible merchandise value.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order has already been processed or shipped, we may not be able to modify the address.
We are not responsible for packages delivered to an address incorrectly entered by the customer.
Orders lost or returned because of an incorrect or incomplete customer-provided address may not qualify for a full refund.
Refund Inspection
Once your return is delivered to our designated return facility, it will be inspected.
Inspection may take several business days.
After inspection, we will notify you whether your refund has been:
- Approved
- Partially approved
- Rejected
Refunds are never guaranteed until the returned merchandise has been physically received and inspected.
Refund Processing
Approved refunds will normally be sent back to the original payment method.
After we issue the refund, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.
We do not control bank processing times.
Late or Missing Refunds
If you have received confirmation that a refund was issued but do not see it yet:
- Check your bank or credit card account again.
- Contact your payment provider.
- Allow the standard financial-institution processing period.
If the refund still does not appear, contact us at:
[your support email]
Order Cancellations
Orders may only be canceled before fulfillment begins.
Once an order has entered processing, fulfillment, or shipment, cancellation may no longer be possible.
If cancellation is unavailable, the customer must wait for delivery and follow the standard return process.
Promotions, Bundles, and Discounts
If an order was purchased using:
- Buy One Get One promotions
- Bundle discounts
- Quantity discounts
- Promotional codes
- Free gifts
the refund will be calculated based on the actual discounted value paid for the returned merchandise.
If part of a bundle is returned, the original bundle discount may be recalculated.
Free promotional items may also be required to be returned in unused condition. If they are not returned, their retail or promotional value may be deducted from the refund.
Chargebacks and Payment Disputes
We encourage customers to contact our support team before opening a payment dispute.
If a chargeback or payment dispute is opened while a refund or return request is already being reviewed, we may temporarily pause the refund process until the payment provider completes its investigation.
Abuse of the Return Policy
We reserve the right to refuse returns, refunds, or future purchases in cases involving suspected abuse, including:
- Excessive returns
- Fraudulent claims
- False damage claims
- Returning used merchandise as new
- Repeated chargebacks
- Returning a different item from the one originally purchased
Contact Us
For any return, refund, exchange, or damaged-item request, contact:
FreakPeak Customer Support
Email: freakpeak.store@gmail.com
Please include your order number in all correspondence.