Returns & Warranty Policy

1. Overview

At Shopeak, we strive for your complete satisfaction. If you’re not entirely happy with your purchase, our returns process is designed to be straightforward and transparent.

2. Eligibility

  • Return Window: You may return most items within 14 days of delivery date.

  • Condition of Items:

    • Items must be unused, undamaged, and in original condition.

    • All original packaging, tags, manuals, and accessories must be included.

  • Non-returnable Items:

    • Items marked “Final Sale” or “Clearance” (if explicitly stated as non-returnable).

    • Consumables or hygiene-sensitive products if opened (where applicable).

    • Gift cards and downloadable digital content.

    • Any item damaged due to misuse, unauthorized modifications, or accidental damage.

3. Return Process

  1. Initiate Return: Within 14 days of delivery, contact our support team at support@shopeak.com with your order number and reason for return.

  2. Return Authorization: We will review your request and, if eligible, issue a Return Authorization (RA) number along with detailed instructions and the return shipping address in Vancouver, BC.

  3. Prepare Package:

    • Safely pack the item(s) in original packaging if possible.

    • Clearly mark the RA number on the outside of the package or include it inside.

  4. Ship Item:

    • You are responsible for return shipping costs, unless returning due to our error (e.g., wrong or defective item).

    • For your protection, use a trackable shipping method or purchase shipping insurance—Shopeak is not responsible for returns lost in transit.

  5. Inspection & Approval: Once we receive the returned item, our team will inspect it (typically within 5 business days).

  6. Refund or Exchange:

    • Refunds: If approved, we will issue a refund to the original payment method. Refunds for returns (not due to our error) will be for the item price; original outbound shipping costs are non-refundable. Processing may take 5–7 business days after approval, depending on your bank or payment provider.

    • Exchanges: If you request an exchange (e.g., different model/color) and stock permits, we will ship the replacement once the returned item is received and approved. Additional shipping costs may apply if the replacement exceeds the original item’s value; if it’s lower, the difference will be refunded.

4. Returns Due to Defects or Errors

  • If you receive a defective, damaged, or incorrect item:

    • Contact us within 3 days of delivery with photos/descriptions.

    • Shopeak will cover return shipping costs and expedite a replacement or full refund once the return is received and verified.

5. International Considerations

  • Currently, Shopeak ships and handles returns only within Canada. If you arranged international shipping via third-party forwarding, returns remain your responsibility and cost.

Warranty Policy

1. Overview

Shopeak stands behind the quality of our products. Where applicable, products include manufacturer warranties or Shopeak-backed limited warranties. Warranty terms vary by product category.

2. Warranty Periods

  • Electronics & Accessories (e.g., Switch gadgets): 1-month limited warranty from date of delivery.

  • Pet Furniture & Non-Electronic Items (e.g., cat trees, poles): 1-month limited workmanship/materials warranty from date of delivery.

  • Other Categories: Where a manufacturer provides a longer warranty, that term applies; otherwise, a default 90-day limited warranty may apply for general merchandise. Specific warranty duration and terms are noted on each product page.

3. What’s Covered

  • Manufacturing Defects: Faults in materials or workmanship under normal use.

  • Functionality Issues: For electronics, failure to power on or operate as intended under proper conditions.

  • Structural Failures: For pet furniture, issues such as broken supports or stitching failures within the warranty period.

4. What’s Not Covered

  • Normal wear and tear or cosmetic changes over time.

  • Damage resulting from misuse, abuse, improper assembly (if assembly instructions were provided), unauthorized modifications, accidents, or neglect.

  • Consumable parts (e.g., batteries) unless explicitly stated.

  • Damage from external factors (e.g., liquids, extreme temperatures, pests).

5. Warranty Claim Process

  1. Report the Issue: Within the applicable warranty period, email support@shopeak.com with:

    • Your order number and date of purchase.

    • Detailed description of the issue and how it occurred.

    • Clear photos or videos illustrating the defect or failure.

  2. Assessment & Authorization: Our support team will assess the claim. If the issue appears covered, we will issue a Warranty Authorization (WA) and provide instructions.

  3. Return Shipping for Warranty:

    • For covered claims, Shopeak will provide a prepaid return shipping label (Canada only) or reimburse reasonable return shipping costs if prepaid by you (submit receipt).

    • Pack the item securely, include the WA number, and ship to our designated returns address.

  4. Inspection & Resolution: After we receive and inspect the item:

    • Approved Claim: We will, at our discretion, repair, replace, or refund the purchase price. If the exact item is unavailable, we may offer a comparable replacement.

    • Denied Claim: If inspection reveals the issue is not covered, we will notify you with details. You may choose to have the item returned at your cost or dispose of it per our guidance.

  5. Turnaround Time: Warranty claim assessments typically take 5–10 business days after receipt of the returned item. Repair or replacement shipment times depend on stock availability.

6. Exceptions & Special Cases

  • Third-Party Manufacturer Warranties: Some brands allow direct claims with the manufacturer. In such cases, we will guide you to contact them if preferred. Proof of purchase from Shopeak is required.

  • Extended Warranties: If you purchase an extended protection plan (where offered), additional terms apply—refer to the specific plan documentation.

  • Discontinued Products: For discontinued items, if a direct replacement is unavailable, Shopeak may offer a refund or store credit equivalent to the purchase price.

7. Transferability

  • Warranties apply only to the original purchaser and are non-transferable. Proof of purchase (order number/receipt) is always required.

8. Contact & Support

  • For any questions about returns or warranty claims, reach out to:

  • Include order details and clear descriptions to expedite assistance.

Notes for Implementation:

  • Display the Returns & Warranty Policy prominently in footer links or within the Help/Support section.

  • Link relevant sections (e.g., “Defective Items,” “Return Initiation”) from product pages and FAQs.

  • Ensure email auto-replies acknowledge receipt of return/warranty inquiries, providing expected response times.

  • Keep records of returns and warranty claims to monitor product performance and inform future sourcing decisions.

This detailed Returns & Warranty Policy helps set clear expectations, builds trust, and demonstrates Shopeak’s commitment to customer satisfaction.