Terms and Conditions/FAQ

PLEASE NOTE: PEAK PERSONAL COOLING ARE NOT MEDICAL PROFESSIONALS AND ALWAYS SUGGEST SEEKING MEDICAL ADVICE BEFORE USING THESE PRODUCTS.

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MY ACCOUNT

Please remember to keep your password private, this can hold much in the way of personal information and it is the consumers responsibility to make sure this is kept secure. When an order is placed for delivery to a different address contact may be made as a form of spot check, we hold the security of our customers as a very high priority.

 

REGARDING POLAR PRODUCTS COOLING WEAR AND ACCESSORIES.

 

WHICH COOLING SYSTEM AND WHY?

If you are unsure which cooling system or item of clothing would suit you please do not hesitate to use the contact box or e-mail: info@peakpersonalcooling.uk and we will endeavour to help you decide.

 

CAN I WEAR THE PRODUCTS UNDER MY CLOTHING?

Yes, however, it is always advised to wear a thin layer between the cooling product and your skin to protect from frostbite.

CAN I WEAR COOLING PRODUCTS DIRECTLY ON MY SKIN?

we always advise you wear a thin garment between you and the cooling product to protect against frostbite. Cooling wraps are offered with a comfortable layer of cotton between you and the cooling pack.

I'M DUE TO FLY, CAN I TAKE MY COOLING PRODUCT WITH ME?

Yes, all evapourative cooling products can be placed in your hand luggage provided they are dry. KOOL MAX  and COOL58 PRODUCTS are safe at high altitudes but must be placed in the hold luggage (we recommend you put them in a carrier bag just in case).

WHAT ARE THE COOLING VESTS AND WRAPS MADE OF?

These products are made of a nylon-cotton blend, many with insulating foam to help the cooling last longer and direct the relief to the wearer.

WHAT ARE THE POLAR PRODUCTS INC.COOLING PACKS MADE OF?

Well, that's their little secret but they are happy to let us know they are non toxic and the KOOL MAX cooling packs are made of 100%  natural non toxic material!

HOW DO I CLEAN MY VEST?

The vests may be washed on a delicate cycle. Alternatively they can be spot cleaned and air dried.

HOW DO I STORE MY COOL PACKS?

The best place for this is the freezer.... they'll always be ready when you need them and it prolongs the life of the product. When not in the freezer, make sure you do not store them in a hot place.

If you are using Soft Ice packs for warming/heat therapy just keep them in a cupboard or some place similar (out of harms reach) and they'll be ready to heat up whenever you want.

Although the cooling packs are all non toxic please keep out of the reach of pets or children  to increase the longevity of your item  (They are made of tough material but are still able to be damaged through chewing or piercing).

WARRANTY AND RETURNS

All products supplied by PEAK PERSONAL COOLING are sold with the strongest faith in the quality the goods, however, if you do have any problems please feel free to contact us on the given contact form, by writing or telephone.

POLAR PRODUCTS INC. give a one year warranty against defects in the workmanship and/or quality of material. Any replacements will be made at their discretion within that time. Please contact PEAK PERSONAL COOLING using the above stated means and we will help in any way we can.

If you decide for any reason you do not want the product you ordered form PEAK PERSONAL COOLING you are able to exchange your product in its unused original condition including all parts and packaging.* Contact us within 14 days of purchase, we shall give instructions and endeavour to sort out the situation as soon as possible. It is advisable to have a pen and paper handy as we shall pass to you a simple returns code (SRC) that shall need to be written on the outside of the package when returned.

If, for example, you require extra cooling packs for a larger size vest these shall be forwarded with the replacement item.

Once the product is assessed and confirmed to be in the required condition and proof of purchase is present a replacement shall be on its way by the advised date.

Please make sure you know your new requirements (size, colour etc) 

*Pillow cases  and bra coolers are exempt from this unless still sealed in their original packaging for hygiene reasons.

 

REGARDING MEDICAL SOS DOG TAGS AND CHARMS.

We are humans here and can sometimes make mistakes. If this should happen, we should always put things right. We do not copy and paste engraving instructions, sometimes we DO NOT notice spelling mistakes. There is no spell check on our engraving software. If the mistake is the customers, we will not replace. Otherwise please advise of any spelling mistakes or damages along with a photo. It does not need to be a great picture, just something to show the mistake/damage, this way we do not always have to have the item back to replace it.

If you decide to purchase the neck chain or key ring attachment and would like the other too or the phone charm attachent to accompany it please let us know and we can make arrangements for this (an extra 60p will be added to your order)

 

COMPLAINTS PROCEDURE

PEAK PERSONAL COOLING is a retail company and do not manufacture any of the products we sell. However, we are your first point of contact regarding any complaints. If it is a customer service problem please be assured this will be dealt with as swiftly and efficiently as possible, we are a company whose aim is to make peoples lives better and we will place any complaint at the forefront of our concerns.

If there is a problem regarding a specific product please contact PEAK PERSONAL COOLING and we shall deal with this where we can or comunicate with our providers if neccesary (if a product replacement is required and we do not at that time hold it in stock please be aware of a delay due to shipping).

Any compliments and photos are welcomed and may be reproduced unless you as a customer specifically request for this not to happen, please also send/e-mail these to info@peakpersonalcooling.uk 

ONLINE DISPUTE RESOLUTION

http://ec.europa.eu/consumers/odr/ This website will be up and running as of 15th February 2016.

As with everything we strive to be as open as possible so here are the details we've been given. We admit it isn't much at the moment we admit but we're learning and will be up to speed as soon as possible:

Regulation 19 (2) imposes on any retailer (obliged to use ADR by law) when
dealing with consumers, that these retailers must provide the following
information where they are not able to resolve a consumer complaint by
means of an internal complaint handling procedure. The retailer must inform
the consumer via a durable medium, for example, by email:
- if the complaint cannot be settled with the consumer;
- to provide the name and website address of an ADR entity or EU listed
body that would be competent to handle the complaint; and
- whether the consumer is obliged or may be willing to submit to an ADR
procedure operated by a competent body.

Such retailers must make the name and address of the relevant ADR entity
available on their website and general terms and conditions.
On their website, retailers must direct consumers to an appropriate
certified ADR provider and inform the customer whether or not they intend
to use that provider. 

PAYMENT

Payment is via PAYPAL, this is a safe, secure and prefered method.  You as the customer can choose whether to pay using money stored on  your PAYPAL account or with a debit/credit card of your choice. PAYPAL is a world leader in online transactions with millions of consumers and businesses opting for their services alike. 

Once you we at Peak Personal Cooling receive an order and payment we shall promptly dispatch your goods. Please make sure evrything is completed and confirmed to the end as you do not want to be waiting longer than neccesary (an e-mail shall be automatically sent to you to confirm a finalised order).

 

DELIVERY 

Delivery is free to most of the UK. The following postcodes may incur an extra cost, please check first before ordering:

BT  
GY  
HS  
IM 
IV  
JE  
KA27-28 
KW  
PA20-49 
PA60-78 
PH17-26  
PH30-44  
PH49-50  
TR21-25   
ZE

For other countries please contact us for more information.

To enable us to keep offering free delivery we may sometimes despatch an item in two packages (it's to do with weight and cost). If you prefer to have an item in one package please contact us and this can be arranged at an added cost. All cooling products require a signiture apart from the evaporative cooling neck tie. None of the medical I.D. tags do, they are delivered directly from our suppliers and they do things slightly differently but they will be fully trackable (for this service we will send you the tracking number).

If you wish to do so you can choose a different address for your goods to be dispatched to (perhaps you want it sent to work or maybe as a gift to someone). This can be done by entering a different delivery address to the one you use for payment. This is a service happily carried out but for security reasons you may be contacted for confirmation.

If you wish to have the product sent to the same address as the billing address only this address is required.

*Free delivery is only for the first time a purchase is despatched. If the product is returned as undelivered a charge shall be made for the next attempt. (our postage providers make at least two attempts and a card will be posted for each unsuccessfull attempt allowing alternative arrangements to be made.)

Delivery times

Peak Personal Cooling always aim to get you what you want as soon as possible. We do give a maximum delivery time of ten days, however, this can be extended at different times of the year and we shall always give you as much notice as possible of this change.