Refund and Return Policy

Effective Date: December 13, 2024

At Peno, your satisfaction is our top priority. We strive to ensure that every product you purchase meets your expectations and is delivered in perfect condition. However, if you are not completely satisfied with your purchase, our Refund and Return Policy is here to help. Please read the following policy carefully to understand our return and refund process.

For further inquiries, you can contact us at:

1. Eligibility for Returns and Refunds

To be eligible for a return or refund, your item must meet the following conditions:

  • The item must be unused and in the same condition that you received it.
  • The item must be in its original packaging, with all tags and labels attached.
  • You must initiate the return process within 30 days from the date of receipt.
  • Proof of purchase (order number or receipt) is required to process any return or refund.

Please note that certain items may be non-returnable, such as personalized or customized items unless there is a manufacturing defect or error.

2. How to Initiate a Return

If you wish to return your item, please follow these simple steps:

  1. Contact our customer support team at info@peno.site or (516) 208-5004 with your order number and the reason for your return.
  2. Our team will review your request and provide you with instructions on how to return your item.
  3. Package the item securely in its original packaging and include all tags, manuals, and accessories.
  4. Ship the item back to the address provided by our customer service team.

Please note that return shipping costs are the responsibility of the customer unless the return is due to a damaged item, defective product, or an error on our part.

3. Return Shipping Information

When returning your item, please follow these guidelines to ensure a smooth return process:

  • Items must be shipped back within 14 days of receiving our return authorization.
  • Use a trackable shipping method to ensure the item is delivered safely to us. We are not responsible for returns lost in transit.
  • Ensure the item is securely packed to prevent damage during transit.

For all returns, customers are responsible for return shipping costs unless:

  • The product was delivered incorrectly.
  • The product was defective or damaged upon delivery.

In these cases, Peno will cover return shipping costs.

4. Condition of Returned Items

Returned items must adhere to the following condition standards:

  • The item should be unworn, with no signs of use, damage, or alteration.
  • All tags, packaging, and any accessories must be returned along with the item.
  • Products that are damaged, altered, or missing components will not be eligible for a refund.

We reserve the right to refuse returns that do not meet the above criteria.

5. Processing Your Refund

After we receive and inspect your returned item, we will notify you regarding the status of your refund request. Refunds will be processed using your original payment method and may take up to 7–14 business days to reflect in your account, depending on your bank’s processing time.

Note:

  • Refunds will only be issued if the returned product meets the conditions specified above.
  • Shipping charges are non-refundable unless the return is due to a defective or incorrect item sent by Peno.

6. Exchanges

If you would like to exchange your item for a different product, please follow the return process outlined above. Once we receive your return, we will process the exchange for the correct item.

Please note the following regarding exchanges:

  • The item must be in unworn condition and returned with original tags and packaging.
  • The exchange is subject to stock availability. If the item you want is out of stock, we will notify you accordingly.

7. Damaged or Defective Items

If you receive a product that is damaged, defective, or incorrect, please contact us immediately at info@peno.site or (516) 208-5004 with your order number and photos of the issue. We will review your claim and, if applicable, provide instructions for a return or replacement at no additional cost.

Timeframe to Report Damages or Defects:

You must notify Peno of any damages, defects, or errors within 7 days of receiving your item. Claims made after this period may not be eligible for a refund or replacement.

8. Non-Returnable Items

Some items may not be eligible for returns or refunds, including but not limited to:

  • Personalized or custom-made items unless defective or incorrect.
  • Items marked as “Final Sale.”
  • Gift cards or similar non-returnable items.

If you’re unsure whether your purchase is eligible for a return, contact our customer support team at info@peno.site.

9. Refund Timeline

Once your returned item is received and inspected, refunds will typically be processed within:

  • 3–5 business days for standard refund requests.
  • 7–14 business days for refunds that require bank processing.

If your refund has not been processed within this timeline, please contact our customer support team for assistance.

10. Contact Us for Assistance

If you have questions about your return, refund, or exchange, our team is here to help. Contact us anytime: