Shipping, Cancellation & Returns

We love to get it right for you, every single time you trust us with your purchase. We want you to have an absolutely hassle-free purchase experience.

We assure you that all products sold on Org. are new and 100% genuine. In the unlikely event that any merchandise you have bought from us is not received in good condition, is damaged or defective, customers may exchange the merchandise unused, and in the same condition as he / she purchased it, in its original packaging along with original tags. It would be necessary to provide all financial transaction details, alongwith bills/invoices provided.
Possible resolution could be Replacement, Exchange or Refund by coupons.

If you have received an item in a ‘Damaged’ or ‘Defective’ condition, or it is ‘Not as described’, you may request a replacement at no extra cost. Returns are covered by the 30 Day Replacement Guarantee

The buyer needs to intimate Org within 30 (thirty) days of receipt of goods about the reason for seeking refund.
Replacement is subject to availability of stock. If the product is out of stock, you will receive a full refund, no questions asked. You may, however, look at existing stock and order a replacement from the same, subject to the same or lower price.

Procedure for return of products

Please contact us either on phone or through email and provide the Order id details. Alternatively, you can click on the Return Order link in the footer and fill the required details.
Customer Support will confirm the return request and will inform you about the pickup process.
Please ensure that the product return is initiated within 30 (thirty) days of receipt of the article.
Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
We do not charge extra for returns and all replacements/pickups are done free of cost.
We support Replacement across categories in case of damaged item. In case of Refund, the entire amount paid by you including shipping and gift charges are transferred to your account. The time taken will be governed by our policies of our payment partner.
Customer Support will inform about the pickup process. While we pick up originally delivered item from most customer locations, there are certain areas

where a pickup cannot be arranged. In such a case, you can ship the product through any other courier. You will be reimbursed the shipping charges against the original receipt.

Replacement is subject to availability of stock. In case a Replacement is not available, we will refund the amount for the same.
Made-to-order/custom products cannot be replaced or returned.
For detailed procedures and questions, please refer to the Frequently Asked Questions.

Shipping Policy

After confirmation of order from our customer support team, products are couriered within three business working days or refer product description in-case of made to order products
Information regarding the Airway Bill number will be communicated to the buyer after the products are dispatched.
We have tied up with various partner for shipping our products. You will know through the mail, please refer tothe shipping partners site for more details
Delivery charge varies depending on the value of the shopping cart. We charge a sum of Rs 99.00/- for each order below or equal to Rs 1100/-. There is no shipping charge for orders having value greater than Rs 1100/-
Custom duty charges, if any in your country, will be borne by customer
We are closed on Saturday & Sunday.

What is Org. Free & Easy Return policy?

We assure you that all products sold on penoindia.com are brand new and 100% genuine. In the unlikely event that any merchandise you have bought from us is not received in good condition, is damaged or defective, customers may exchange the merchandise unused, and in the same condition as he/she purchased it, in its original packaging along with original tags. It would be necessary to provide all financial transaction details, along with bills/invoices provided.
Requests for returns are accepted provided we are intimated about the request within 30 (Thirty) days of receipt of the products. The product cannot be returned in conditions which indicate that this product has been used, washed, ironed or tampered in any way.

What is Free Replacement?

If you have received an item in a ‘Damaged’ or ‘Defective’ condition, or it is ‘Not as described’, you may request a replacement at no extra cost. Returns are covered by a 30-Day Replacement Guarantee.
Replacement is subject to availability of stock. If the product is out of stock, you will receive a full refund, no questions asked. You may, however, look at the existing stock and order a replacement from the same, subject to the same or lower price.

How do I return an item purchased on org?

Returns are easy, simply follow these steps: You can use the Return Order link from the footer.

Contact us and provide Order ID details.
Please ensure that the product return is initiated within 30 (Thirty) days of receipt of the article.
Customer Support will confirm the return request and will inform you about the pickup process within one working day.
Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
We do not charge extra for returns and all replacements/pickups are done free of cost.
We support Replacement across categories in case of the damaged item.
In case of Refund, the entire amount paid by you including shipping and gift charges are transferred to your account. The time taken will be governed by the policies of our payment partner.
Replacement is subject to availability of stock. In case a Replacement is not available, we will refund the amount of the same.
Made-to-order/custom products or international cannot be replaced or returned.

What is the pickup process? Why I have been asked to ship the item?

Once you have requested for a replacement, we will schedule the pickup of the originally delivered product. Please ensure that product is in unused and original condition. Include all price tags, labels, original packing and invoice along with the product.
We arrange for pickup from most of our customer locations. Please follow the instructions you receive by email.
In case we can’t pick up the item from your location, we will inform you.You can ship the product back to us. We will reimburse the shipping charges against the original receipt.
Include all price tags, labels, original packing and invoice along with the product. Pack the item safely to ensure against damage in transit.
Mention the Return ID on the package so that we can acknowledge your return.
Do retain the original receipt for the courier charges you have paid, it will be required to reimburse the shipping charges. Also note down the courier tracking id for any future reference.
Refund/replacement will be initiated as soon as we receive the product from you.

I have requested a replacement, when will I get it?

Once a replacement request is created, we send you an email detailing the pickup process as well as provide details about the replacement.
In most locations, the replacement item is delivered to you at the time of pick-up. In all other areas, the replacement is initiated after the originally delivered item is picked up/received.
If you don’t get the return within the promised date, contact us immediately.

Do I have to return the free gift when I return a product?

Yes. The free gift is included as part of the item order and needs to be returned along with the originally delivered product.

What items can I exchange?

You can exchange an item for the same product in the size/color of your choice.
We hope you understand that the product can only be used for trial and cannot be used, washed, ironed or tampered in any way. Please include all price tags, labels, original packing and invoice along with the product.

I have changed my mind and would like to retain the product. What do I do?

Please call us to cancel your return request immediately and we will do the needful. In case the replacement is already dispatched, you can reject the replacement item when it is delivered to you.

Can I return part of my order?

Yes, a return can be created at item level and if you have ordered multiple items, you can initiate a return for a partial quantity.

Organizationindicates that the return/replacement is not possible? Why?

There are certain scenarios where it is difficult for us to support returns:

Return request is made outside the specified time frame.
Product is damaged because of use or Product is not in the same condition as you received it.
Product is tampered with.
Product is from Sale
Items that are returned without original packaging, freebies or accessories.
Items are returned without original receipts and tags.
Made-to-order / special products/international order cannot be returned or replaced.

What is Replacement Guarantee?

If you have received a product in a damaged or defective condition or it is not as described, you can return it to get a replacement within 15 days of delivery. Please contact us with a replacement request. The item will be recalled and a brand new replacement will be shipped to you, at no extra cost.

When are Refunds provided?

We work to provide the most hassle-free online shopping experience. You are covered and your money safe.
We will endeavour to replace the product with an identical product. We may also offer a similar product of same or lower value as replacement.
We may suggest issuing you credit note, which can be utilized for shopping from this website within 90 (ninety) days from the date of issue.
In case you are not entirely satisfied with the replacements suggested, we will refund the entire amount paid by you.
After confirmation from you, we will intimate our payment partner to initiate refund process. We will keep you informed of this activity.

I have still not received the refund to my bank account. Why?

If you have received a mail from us confirming your refund request then rest assured that we have initiated your refund request and are following up with our payment partner for the same.
Sometimes financial organizations take a longer time to process the refund request. However, if the refund hasn’t happened by the date we promised, you can contact us. We will be glad to help you.

How do I cancel an order?

You can cancel your order online before the product has been shipped. Your entire order amount will be refunded.
In case the item you have ordered has been shipped but has not yet been delivered to you, you may still cancel the order online. Your refund will be processed once we receive the originally ordered item back from the courier.
An order cannot be cancelled once the item has been delivered to you.

What do I do to cancel an item in the order?

Log into your Penoindia account and go to the ‘My Orders’ page.
Identify the item you want to cancel and click on the corresponding ‘View Details’ link.
In the detailed order page, you will see ‘Cancel’ links against each of the items in that order.
Click on the ‘Cancel’ link, indicate the reason for cancellation, choose a mode of refund and confirm cancellation.
Once your cancellation request is created, we will ensure that the cancellation is processed as soon as possible.

Why do I see a disabled ‘Cancel’ link?

A disabled ‘Cancel’ link can mean the following things:

The item is being shipped together with another order of yours.
The item is non-refundable (e.g. e-Gift Vouchers or made-to-order items).
In any of the above cases, you can get in touch with our Customer Support for more information.

How long will it take to process my cancellation request?

Once you request the cancellation of item(s) in your order, it will take us a maximum of 2 business days to cancel the order and initiate procedures for replacement / refund. You will be notified of the same by email.
If the Order Status shows the item(s) in your order as ‘Shipped’, we will process your cancellation request directly with our logistics partner. Your refund will be processed soon after we receive the cancelled items back from the courier.
The refunded amount will be made available as per the terms of the finance partner.
However, if you opt for having the money transferred back to the source of transaction, it may take up to 7-10 business days for the respective banks to process the refund. Please get in touch with the bank directly in case of any delays post confirmation of cancellation / refund by Org.

What are the delivery charges?

Delivery charges vary depending on the value of the shopping cart. We charge a sum of Rs 99/- for each order below or equal to Rs 1100/-. There is no shipping charge for orders having value greater than Rs 1100/-.

Why does the delivery date not correspond to the delivery timeline?

It is possible that we or our courier partners have a holiday between the day you place your order and the date of delivery, which is based on the timelines shown on the product page. In this case, we add a day to the estimated date. Some courier partners do not work on Sundays and this is factored into the delivery dates.

What is the estimated delivery time?

Please refer the shipping partner’s website site for more details please check your mail.
Estimated delivery time depends on the following factors:
The product.
Product’s availability.
The destination to which you want the order shipped.
Some hand painted or hand woven products can take 15-30 days. Order ahead of time.

Are there any hidden costs (sales tax, Octroi, etc) on items?

There are NO hidden charges when you make a purchase on penoindia.com List prices are final and all-inclusive. The price you see on the product page is exactly what you would pay. Delivery charges are not hidden charges and are charged extra depending on the shipping policy.

Why does the estimated delivery time vary?

You have probably noticed varying estimated delivery times for products you are interested in. Delivery times are influenced by product availability, your geographic location and destination, and the courier partner’s time-to-deliver in your location. Please enter your default pin code on the product page (you don’t have to enter it every single time) to know more accurate delivery times on the product page itself.

Org. does not/cannot ship to my area. Why?

PENO uses the services of third party for shipping its products. Delivery is governed by policies followed by shipping partner. Please enter your pin code on the product page (you don’t have to enter it every single time) to know whether the product can be delivered to your location. If you haven’t provided your pin code until the checkout stage, the pin code in your shipping address will be used to check for serviceability.

Whether your location can be serviced or not depends on:

Whether our shipping partner ships to your location.
Legal restrictions, if any, in shipping particular products to your location.
The availability of reliable courier partners in your location.
At times couriers prefer not to ship to certain locations. This is entirely at their discretion.

I need to return an item, how do I arrange for a pickup?

Returns are easy. Contact us to initiate a return. You will receive a call explaining the process, once you have initiated a return. We will facilitate the pickup of the item. In case the pickup cannot be arranged, you can return the item through a third-party courier service. Return fees are borne by us.

What do the different tags like “In Stock”, “Available” mean?

‘InStock’ For items listed as “In Stock”, we mention the delivery time based on your location pin code (usually 2-6 business days in areas where standard courier service is available). For other areas, orders may be sent by Registered Post through the Indian Postal Service which may take 1-2 weeks depending on the location.This is at the sole discretion of Org.
‘Available’ We might not have the item in stock but can procure it when an order is placed for the item. The delivery time will depend on the estimated procurement time and the estimated shipping time to your location.
‘Preorder’or’Forthcoming’Such items are expected to be released soon and can be pre-booked by you. The item will be shipped to you on the day of its official release launch and will reach you in 2 to 6 business days. The Preorder duration varies from item to item. Once known, release time and date is mentioned. (e.g. 5th May, August 3rd week)
‘OutofStock’ Currently, the item is not available for sale. Use the ‘Notify Me’ feature to know once it is available for purchase.
‘Back In Stock Soon’ The item is popular and is sold out. You can however ‘book’ an order for the product and it will be shipped according to the timelines mentioned.
‘Temporarily Unavailable’ The product is currently out of stock and is not available for purchase. The product could to be in stock soon. Use the ‘Notify Me’ feature to know when it is available for purchase.
‘Permanently Discontinued’ This product is no longer available because it is obsolete and/or its production has been discontinued.