Refund policy

At Penlumi, we want you to feel comfortable when placing an order with us. This Return & Refund Policy explains how eligible returns, refunds, damaged items, incorrect products, and other order concerns are handled.

30-Day Return Period

We offer a 30-day return period. You may request a return within 30 days of receiving your order.

To qualify for a return, the product should generally be in the same condition in which it was received, unused or reasonably unworn where applicable, and accompanied by its original packaging when available.

You may also be asked to provide your order number or other reasonable proof of purchase.

How to Request a Return

To begin a return, contact:

Email: support@penlumi.website

Please include your order number, the product you would like to return, and a brief explanation of your request.

If your return is accepted, our customer support team will provide instructions regarding the next steps and, where applicable, the appropriate return destination.

Please do not send products back without contacting us first, as unauthorized returns may be sent to an incorrect location and could delay processing.

Free Returns

Eligible returns made within our 30-day return period may be returned without a return shipping charge to the customer when processed according to the return instructions provided by Penlumi.

The return process and destination may vary depending on your location and the circumstances of your order. Always follow the instructions provided by our customer support team.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If an item arrives damaged or defective, or if you receive a product different from what you ordered, contact us as soon as reasonably possible at support@penlumi.website.

Include your order number and a description of the issue. We may request photographs or other reasonable information so we can evaluate the problem and provide an appropriate solution.

Depending on the circumstances, an eligible claim may be resolved through a replacement, refund, or another appropriate remedy.

Refunds

Once an approved return is received and inspected, we will notify you regarding the status of your refund.

Approved refunds will generally be issued to the original payment method used for the purchase.

Although we process approved refunds as promptly as reasonably possible, banks, credit card issuers, and payment providers may require additional processing time before the funds appear in your account.

Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We cannot guarantee cancellation after an order has entered processing or has been dispatched. If the order can no longer be cancelled, you may request a return after receiving it in accordance with this policy.

Exceptions

Certain products may not be eligible for return where an exception is required for hygiene, safety, personalization, applicable law, or because the product cannot reasonably be resold after use.

Any applicable restriction will be communicated where relevant and does not limit rights that cannot legally be excluded.