Return & Refund Policy

At Penaltio.shop, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

1. Return Eligibility

You may request a return if:

The product delivered is damaged, defective, or incorrect.
The item is unused, unworn, and unwashed.
All original tags, packaging, and accessories are intact.
The return request is submitted within 7 days of delivery.

Products showing signs of use, washing, alteration, or customer-caused damage may not be eligible for return.

2. Non-Returnable Items

The following items are not eligible for return:

Products purchased during clearance sales, final sales, or special promotional campaigns.
Gift cards and promotional items.
Products damaged due to misuse, improper handling, or negligence.
Items returned without original packaging, labels, or tags.

3. How to Request a Return

To initiate a return:

Contact our customer support team within 7 days of receiving your order.
Provide your order number and reason for the return.
Submit clear photos if the product is damaged, defective, or incorrect.
Our team will review your request and confirm eligibility.

Once approved, detailed return instructions will be provided.

4. Reverse Pickup

Where available, Penaltio.shop may arrange a reverse pickup service.

If reverse pickup is unavailable in your location, you may be required to self-ship the product to the return address provided by our support team.

5. Refund Process

After receiving and inspecting the returned product:

Approved refunds will be processed within 5–7 business days.
Refunds will be issued to the original payment method.
For Cash on Delivery (COD) orders, refunds may be processed via bank transfer or store credit.

Refund processing times may vary depending on banks and payment service providers.

6. Exchange Policy

Exchanges are subject to stock availability.

If the requested size, fit, color, or product is unavailable, a refund or store credit may be offered instead.

7. Order Cancellation

Orders may be cancelled before shipment.

Once an order has been dispatched, cancellation requests may not be accepted.

For cancellation assistance, please contact our support team immediately.

8. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product:

Contact us within 48 hours of delivery.
Provide clear photos or videos showing the issue.
We will investigate and offer a replacement, exchange, or refund where applicable.