Return and refund policy.

1. The honest part first

Barbering is a service, not a product. The "thing" we delivered is on your head, and we can't put it back in the box. That means we take how you feel about your chair as seriously as any retailer takes a returned item — and the policy below is built around fixing things, not arguing about them.

2. Same-day at the chair

If you are not happy with any part of the cut, shape, shave or treatment, tell your master barber before you leave the shop. They will work with you in the chair to adjust what can be adjusted — shorter, cleaner line, different finish, fresh balm. There is no extra charge for any same-day adjustment.

3. Within 72 hours: a redo, on the house

If you walk out, get home, and realise something is not right — an uneven line, a fade that has settled wrong, a beard shape that does not sit the way you thought — come back to any PeakLyft shop within 72 hours of your original chair. Show us the receipt or the chair-tablet number on your phone. A senior master barber will redo the work, no charge, no questions.

4. Beyond 72 hours and up to seven days

For complaints raised between three and seven days after the chair, please email [email protected] with the date, the location and a photograph of the finish. The floor coordinator will reply within two business days with one of three options:

• A free redo at any of our twelve shops at a time that suits you.
• A full refund of the original chair charge back to your original payment method (cards within 7-14 working days, e-wallets within 24 hours, cash on next visit).
• A combination of both, where the redo and a partial refund makes sense.

5. Beyond seven days

Hair grows, and after a week most cuts have already begun to settle into the next shape. Where a complaint reaches us more than seven days after the chair, we will still hear it carefully — but the realistic remedy is usually a discounted next chair rather than a refund. We will tell you that honestly when you write to us.

6. Refunds for products bought at the chair

For the small range of beard balms, scalp tonics and aftercare balms we sell at the chair: bring an unopened product back within 30 days with the receipt and we will refund it in full. Opened or partly-used product cannot be refunded for hygiene reasons, but we will gladly exchange it for a different item of equal value if you do not get on with the formula.

7. Refunds for groomsmen and corporate bookings

Where we have held extra hands for a wedding line-up or shoot day and the party does not show up, we will charge the equivalent of one full chair as a no-show fee. Everything else is refundable up to 24 hours before the agreed time. Full terms travel with the original confirmation email.

8. Payment methods, refund timing

• Cash: refunded in cash on your next visit to the same shop.
• DuitNow QR / Touch n Go / GrabPay / Maybank QR: refunded back to the same e-wallet, usually within 24 hours.
• Visa / Mastercard / AmEx: refunded to the original card, typically within 7-14 working days depending on your issuing bank.

9. How to start

For same-day adjustments, just speak to the barber. For anything else, email [email protected] with "Redo / refund" in the subject line, or call +60 3-2148 7156 during chair hours. We don't have a complaints form — a clear note in your own words is better than a tick-box.

10. Statutory rights

Nothing in this policy limits or replaces your rights as a consumer under the Consumer Protection Act 1999 of Malaysia or any other applicable law. These remedies are in addition to, not instead of, those statutory rights.