Company Name: PENUMBRASTITCH LTD
Website: www.penustitch.com
Customer Service Email: [email protected]
Thank you for choosing PENUMBRASTITCH LTD! We are committed to providing you with high-quality clothing products. To ensure a worry-free shopping experience, we have established the following return and exchange policy, which applies within the EU (in accordance with EU consumer protection regulations).
1. Return and Exchange Period
You may request a return or exchange within 14 days of receiving your product (the EU's statutory cooling-off period).
Items to be returned or exchanged must be new, unused, unwashed, with all tags intact, and in their original packaging.
2. Return and Exchange Circumstances
Returns and Exchanges without Reasons (Your Rights Under EU Regulations)
Product quality issues (e.g., damage, flaws, not as described)
Wrong product shipped (e.g., wrong color or size)
Non-Return Circumstances
Items that have been used, washed, damaged, or have had tags removed.
Items damaged by the customer (e.g., self-modification)
3. Return and Exchange Process
Contact Customer Service: Email [email protected] and provide your order number, reason for return, and photos (if there are any quality issues).
Waiting for Confirmation: We will respond with a return authorization within 2-3 business days.
Returning the Product: Return the product to the address provided by Customer Service (trackable shipping is recommended).
Refund/Exchange: After we receive and inspect the product, we will process a refund or reship.
4. Refund Methods
Refunds will be credited to your original payment account (credit card, PayPal, etc.). Processing time is approximately 5-10 business days (depending on the bank or payment platform).
5. Shipping Costs
Unconditional Returns: The customer is responsible for return shipping.
Quality Issues or Wrong Product: We cover return shipping and provide a prepaid return label (if applicable).
6. Special Notes
EU law provides you with a 14-day right to return any product without any questions. However, please ensure that the product is not resaleable.
Refunds do not include the original shipping cost (unless the return is due to an error on our part).
7. Contact Us
For any return or exchange questions, please feel free to contact:
PENUMBRASTITCH LTD
Email: [email protected]
Website: www.penustitch.com