Returns & Refund Policy

1. GENERAL RETURN POSITION

Because Peak Theory supplies specialised research materials whose condition, storage, handling, integrity and possible alteration cannot necessarily be verified after they leave Peak Theory’s control, returns are strictly controlled.

Peak Theory does not voluntarily accept change-of-mind returns.

A customer is not entitled under Peak Theory’s voluntary return policy to return a product merely because:

1. they changed their mind;
2. they no longer want it;
3. they ordered the wrong item;
4. they found another product or supplier at a lower price;
5. their circumstances changed;
6. they expected a different research outcome;
7. they misunderstood information that was clearly displayed before purchase; or
8. they purchased more product than required.

This does not prevent a return where applicable South African law expressly provides the customer with a right to return or cancel the transaction.

2. ELECTRONIC TRANSACTION RIGHTS

Where the Electronic Communications and Transactions Act or other applicable South African legislation gives a customer a mandatory cooling-off, cancellation or return right, Peak Theory will honour that right in accordance with the applicable legislation.

Nothing in this Policy should be interpreted as waiving a statutory right that cannot lawfully be waived.

Where a statutory return is permitted, the customer remains responsible for complying with the applicable statutory requirements, including any lawful responsibility for direct return costs.

3. STRICTLY NOT FOR HUMAN OR ANIMAL USE

Peak Theory products are not sold for human or animal use.

Peak Theory will not accept a product-performance complaint based upon statements including, but not limited to:

1. “it did not work”;
2. “I did not feel anything”;
3. “I did not lose weight”;
4. “I did not get the expected results”;
5. “I experienced no effect”;
6. “I experienced an unexpected effect”;
7. “the dose did not work”;
8. “another brand worked differently”;
9. “I injected it”;
10. “I consumed it”;
11. “I administered it”;
12. “I used it on myself”; or
13. any similar statement relating to human or animal administration or therapeutic performance.

Such statements describe or imply use outside the purpose for which Peak Theory supplied the product.

Peak Theory makes no representation or guarantee concerning human or animal effects and will not issue a voluntary refund, credit or replacement based upon prohibited human or animal use.

This does not exclude liability or remedies that applicable law does not permit Peak Theory to exclude.

4. RESEARCH RESULTS ARE NOT GUARANTEED

Peak Theory does not guarantee any particular experimental or research outcome.

Scientific results may depend upon methodology, equipment, experimental conditions, storage, handling, contamination, researcher competence and other factors outside Peak Theory’s control.

Failure to achieve an expected experimental result does not by itself establish that a product is defective, incorrectly supplied or unsuitable for its stated research purpose.

5. OPENED OR ALTERED PRODUCTS

Subject to rights that cannot lawfully be excluded, Peak Theory does not voluntarily accept returns of products that have been:

1. opened;
2. unsealed;
3. had the flip-off cap or seal removed;
4. reconstituted;
5. mixed;
6. diluted;
7. compounded;
8. transferred to another container;
9. relabelled;
10. repackaged;
11. contaminated;
12. improperly stored;
13. exposed to inappropriate conditions;
14. altered;
15. tampered with; or
16. otherwise changed after delivery.

Once the integrity of a product has been altered after delivery, Peak Theory cannot independently verify what occurred to that product thereafter.

6. INCORRECT PRODUCT SUPPLIED BY PEAK THEORY

If Peak Theory sends a product different from the product ordered, the customer must notify Peak Theory promptly.

Peak Theory will arrange for the incorrectly supplied product to be collected where reasonably necessary.

The incorrect product must be returned in the condition in which it was received.

It must not be opened, used, reconstituted, altered, damaged, tampered with or have its seal removed.

Once the incorrectly supplied product has been returned and reasonably verified, Peak Theory will supply the correct product or provide another remedy required by applicable law.

Where the error was Peak Theory’s fault, Peak Theory will bear the reasonable collection and replacement-delivery costs.

A customer who knowingly receives the wrong product should not open, alter or use that product.

7. PRODUCTS DAMAGED IN TRANSIT

If a product arrives physically broken or materially damaged in transit, the customer should notify Peak Theory within 24 hours of delivery so that Peak Theory can promptly investigate the matter and submit any necessary courier claim.

The customer should preserve the entire parcel and all packaging.

For Peak Theory’s expedited damage-claim process, the customer will be requested to provide clear video evidence showing:

1. the courier parcel;
2. shipping label;
3. external packaging;
4. internal packaging;
5. the damaged product;
6. the condition of the vial or container;
7. the cap and seal where relevant; and
8. sufficient surrounding detail to allow the claim to be reasonably assessed.

The video should clearly show the damage and identify the delivered parcel.

8. VIDEO EVIDENCE AND DIGITAL MANIPULATION

Peak Theory may request original video evidence rather than relying solely upon still photographs where physical damage is alleged.

This requirement exists because still images and other digital media can be edited, generated, manipulated or taken out of context and may not provide sufficient information to fairly investigate a claim.

Peak Theory may reasonably request:

1. the original video file;
2. additional video showing the parcel and affected product;
3. packaging;
4. shipping labels;
5. courier information;
6. the physical product itself; or
7. other reasonable evidence necessary to verify the claim.

Peak Theory reserves the right to investigate evidence that appears materially inconsistent, edited, digitally generated, manipulated or fraudulent.

Submitting deliberately falsified or fabricated evidence may result in rejection of a voluntary claim and may be reported where appropriate.

Nothing in this evidence procedure removes a statutory consumer right or prevents a customer from establishing a valid legal claim through other evidence where applicable law permits it.

9. KEEP THE PRODUCT AND PACKAGING

A customer making a damage, defect or incorrect-product claim must not intentionally discard the affected product, original vial, packaging or shipping material while Peak Theory is reasonably investigating the matter.

Peak Theory may require the product to be returned for inspection.

Failure to preserve material reasonably necessary to investigate a voluntary claim may prevent Peak Theory from verifying that claim.

10. THE 24-HOUR DAMAGE REPORTING PERIOD

Visible courier damage should be reported within 24 hours after delivery.

This period exists so that:

1. the condition of the parcel can be documented promptly;
2. courier evidence remains available;
3. Peak Theory can submit a courier claim promptly; and
4. the possibility of damage occurring after delivery can be reduced.

Claims reported after 24 hours may require additional investigation and evidence.

The 24-hour reporting request does not extinguish any statutory right that applicable South African law does not permit Peak Theory to limit.

11. DEFECTIVE OR NON-CONFORMING GOODS

Where a product genuinely fails to meet an applicable statutory quality requirement, Peak Theory will provide the remedy required by applicable South African law.

Peak Theory may reasonably inspect or have the product assessed before determining whether an alleged defect exists, particularly where the nature or cause of the alleged defect is unclear.

Evidence of prohibited human or animal use is not evidence that a product was defective for its stated research purpose.

12. CUSTOMER-CREATED DAMAGE

Peak Theory will not provide a voluntary refund or replacement for damage occurring after delivery because of:

1. dropping or breaking the product;
2. incorrect storage;
3. heat or environmental exposure after delivery;
4. freezing or other inappropriate storage where contrary to supplied instructions;
5. contamination;
6. opening or removing seals;
7. reconstitution;
8. mixing;
9. incorrect handling;
10. modification;
11. unauthorised transfer or repackaging;
12. deliberate damage; or
13. any other act or omission by the customer or another person after proper delivery.

13. ANALYTICAL INFORMATION AND PHYSICAL APPEARANCE

Differences in apparent cake size, density, volume, colour or physical appearance do not by themselves establish that a research material is defective, incorrectly dosed, impure or incorrectly supplied.

Where independent analytical documentation is available, the applicable laboratory results should be considered when evaluating the relevant specifications.

Peak Theory will not issue a voluntary refund solely because one vial appears physically different from another where there is no reasonable evidence that the supplied product fails to conform to its stated specification.

14. LABORATORY TESTING DISPUTES

If a customer alleges that a product materially differs from its stated analytical specification, Peak Theory may request reasonable supporting evidence.

Where independent laboratory testing is relied upon, Peak Theory may consider:

1. the laboratory used;
2. test methodology;
3. sample handling;
4. chain of custody;
5. condition of the product;
6. whether the product had been opened or altered;
7. the original analytical documentation; and
8. other circumstances reasonably relevant to the reliability of the result.

Peak Theory is not required under its voluntary policy to accept an unsupported allegation as proof of a product defect.

Nothing in this section limits rights imposed by applicable law.

15. FRAUDULENT CLAIMS

Peak Theory reserves the right to reject a voluntary refund or replacement claim where there is reasonable evidence that the claim is fraudulent.

This may include deliberate fabrication or manipulation of:

1. photographs;
2. video;
3. courier records;
4. packaging;
5. proof of payment;
6. product condition;
7. correspondence; or
8. other evidence submitted in support of the claim.

Peak Theory may preserve evidence relating to suspected fraud and may refer suspected fraudulent activity to an appropriate financial institution, courier provider, platform or authority where legally permitted.

16. REFUND METHOD

Where a refund is approved or legally required, Peak Theory may request information reasonably necessary to process the refund securely.

Refunds will ordinarily be made using an appropriate traceable method.

Peak Theory may take reasonable steps to verify the identity of the person requesting the refund and the payment associated with the relevant order.

17. DELIVERY FEES

Original delivery charges are not voluntarily refundable where the original delivery service was properly performed and the return arises from a customer’s change of mind or other circumstance attributable to the customer, subject to applicable statutory rights.

Where Peak Theory supplied the wrong product or applicable law requires Peak Theory to bear return or replacement costs, Peak Theory will bear those costs as required.

18. ABUSE OF THE RETURNS PROCESS

Peak Theory reserves the right to investigate patterns of unusual, excessive or apparently fraudulent return, refund, damage or replacement claims.

Peak Theory may refuse future orders where it reasonably believes that its return process is being deliberately abused, provided such refusal is lawful.

This does not affect remedies relating to valid existing transactions.

19. HOW TO SUBMIT A CLAIM

Return, refund, damage or incorrect-product enquiries must be directed to:

info@peaktheory.co.za

The customer should provide:

1. full name;
2. order number;
3. product concerned;
4. clear explanation of the issue;
5. date of delivery; and
6. supporting evidence reasonably relevant to the claim.

For transit-damage claims, the customer should also provide the video evidence described above.

Peak Theory may request further reasonable information where necessary to investigate the claim.