Return and Exchange Policy – Peno Brand: Gormati Embroidery Trail

At Peno Brand, we want you to love your purchase, but if for any reason you are not completely satisfied, we offer a hassle-free return and exchange policy. Please read through our guidelines below to ensure a smooth process.

1. Return Eligibility

To be eligible for a return or exchange, the following conditions must be met:
Timeframe: Returns or exchanges must be initiated within 14 days from the date of delivery.

Condition: The item must be in its original, unused condition with all tags still attached. It should not be worn, washed, or damaged.

Proof of Purchase: A receipt or proof of purchase is required for all returns and exchanges.

Custom & Personalized Items: Unfortunately, custom-made or personalized items (including any products with Gormati embroidery customizations) are not eligible for return or exchange, unless they are defective or damaged.

2. How to Return or Exchange

If you wish to return or exchange an item, please follow these steps:

 1. Contact Us: Reach out to our customer service team at support@penobrand.com to initiate your return or exchange. Please include your order number and the reason for the return or exchange.

2. Return Authorization: Our team will guide you through the process and issue a Return Authorization (RA) number if your return is approved.

3. Pack the Item: Carefully repackage the item in its original packaging (if available) along with any accompanying materials (tags, accessories, etc.). Ensure that it is securely packed to avoid damage during transit.

4. Shipping the Return: You are responsible for shipping the return unless the item is defective or we made an error in your order. We recommend using a tracked shipping service to ensure the return is safely received.

5. Exchange (if applicable): Once the returned item is received, we will send out your replacement item (subject to availability). If the item you want is no longer in stock, we will issue a store credit or refund, depending on your preference.

3. Refund Process

Once your returned item has been inspected and approved, we will process your refund. Refunds will be issued to the original payment method used at the time of purchase. Please note:

Refund Timeframe: Refunds may take 5-10 business days to appear on your account, depending on your bank or payment provider.

Shipping Fees: Shipping fees for the original purchase are non-refundable unless the return is due to an error on our part or a defective item.

4. Defective or Damaged Items

If you receive a defective or damaged item, we apologize for the inconvenience. Please follow these steps:

1. Contact Us Immediately: Notify our customer service team within 3 days of receiving the item.

2. Provide Evidence: Please provide clear photographs of the damaged or defective item to help us resolve the issue.

3. Return Shipping: We will cover the return shipping costs for defective or damaged items and issue a full refund or send you a replacement at no additional cost.

5. Sale and Clearance Items

Items purchased on sale or in the clearance section are eligible for return or exchange unless stated otherwise in the product description. However, these items may be subject to stricter return conditions, such as final sale or reduced refund values.

6. Exchange for Different Size/Color

If you would like to exchange an item for a different size or color, please follow the same process for initiating a return and make a new purchase for the desired item. We will help guide you through the exchange process and ensure you receive the item you want.

7. Non-returnable Items

The following items cannot be returned or exchanged:

Gift Cards

Custom or personalized items

Intimate or personal care products (if applicable)

8. International Returns

For international returns, customers are responsible for return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance for your return shipment, as we cannot guarantee receipt of your returned package. Refunds will be processed in the original currency of purchase.

9. Customer Support

If you have any questions about our return and exchange policy or need assistance, please don’t hesitate to reach out to our customer service team at support@penobrand.com. We are here to assist you and ensure you have a positive experience with Peno Brand.

We appreciate your understanding and hope that you continue to enjoy the timeless craftsmanship and quality of Peno Brand’s Gormati Embroidery Trail collection. Thank you for choosing us