Money-back Guarantee

At PeloShop Ltd, customer satisfaction is important to us. If you're not fully satisfied with your order, you may be eligible for a refund under our Money-back Guarantee, subject to the conditions below.

Eligible Refunds

• Your item did not arrive within the estimated delivery time.
• You received the wrong product or a damaged item.
• Your item arrived significantly different from its description.
• We are unable to fulfill your order due to stock or supplier issues.

Conditions & Exclusions

• Delivery fees are non-refundable.
• No refunds for non-delivery caused by severe weather or natural disasters.
• No refunds due to courier-related issues (strikes, customs delays, breakdowns).
• No refunds if the delivery fails due to incorrect, incomplete, or inaccurate address provided by the customer.
• No refunds for missed deliveries or refused packages.
• No refunds once a package is marked "awaiting pickup" or similar by the courier.
• If you cancel your order after it's been processed by our payment gateway, a fee between 1–4% may be deducted from your refund.

How to Request a Refund

To request a refund, please contact us at customerservices@peloshop.co.uk within 14 days of receiving your item. Include your order number, photos (if applicable), and a detailed explanation.

Buyer Protection

Some items will display a “Buyer Protection” label. These are covered under extended refund and replacement options, depending on the terms specified at the time of purchase.

Processing Time

Approved refunds are typically processed within 5–10 business days to your original payment method.