At Penelope Elegance, we strive to ensure your satisfaction with every purchase. Please review our return and refund policy below before placing your order.
1. Return Eligibility
We accept returns only in the following cases:
- The item was damaged upon delivery
- The item received is incorrect or does not match your order
To be eligible for a return:
- You must contact us within 48 hours of receiving your order
- The item must be unused, in its original packaging, and in the same condition as received
- You must provide clear photos showing the damage or issue
2. Return Request Process
To initiate a return, please email us at:
📧 [email protected]
Include the following in your email:
- Full name
- Order ID
- Photos of the product and packaging
- Description of the issue
Our team will review your request and respond within 2–3 business days.
3. Refund Policy
Once your return is approved and the item is collected or returned to us, we will:
- Inspect the product to confirm eligibility
- Process a full refund within 7 business days from the date of approval
- Refunds are issued in cash only, as we accept only Cash on Delivery (COD)
4. Items Not Eligible for Return or Refund
- Items returned after the 48-hour window
- Products damaged due to customer handling or misuse
- Customized or clearance items
5. Cancellations
Orders may be canceled before shipment by contacting us at [email protected]. Once dispatched, the order cannot be canceled.
6. Contact Us
If you have any questions about this policy or need further assistance, contact us at:
📧 [email protected]