At Penmery, we want you to feel confident in every purchase. We understand that an item may not always meet your expectations, and we're here to help make the return process as clear and straightforward as possible.
This policy explains return eligibility, refund procedures, exchanges, damaged items, and order cancellations. Please review the information below before placing your order.
1. Return Eligibility
We accept eligible return requests submitted within 30 days of delivery.
To qualify for a standard return, the item must meet the following requirements:
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Be in new, unused, and uninstalled condition.
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Be returned in its original packaging.
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Include all original components, accessories, hardware, and documentation.
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Be free from damage, modifications, or signs of use caused after delivery.
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Be accompanied by proof of purchase or a valid order number.
Returns are subject to inspection and approval based on the condition of the product and the reason for the return.
Please contact our customer service team before sending any items back. Returns sent without prior authorization may experience processing delays.
2. Returns for Non-Defective Items
Penmery does not accept returns or refunds for non-defective products based on personal preferences or changes of mind.
This includes, but is not limited to:
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Dissatisfaction with the color, style, or overall appearance of the product.
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Selecting an incorrect size, finish, or product variation.
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Finding that the product does not match personal preferences or home décor.
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Changing your mind after placing or receiving an order.
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No longer needing or wanting the purchased item.
We encourage customers to carefully review product descriptions, dimensions, materials, finishes, and specifications before placing an order.
Returns and refunds are only available for eligible product defects, shipping damage, incorrect items, or other circumstances where a remedy is required by applicable law.
This policy does not affect any rights customers may have under applicable consumer protection laws.
3. Custom & Made-to-Order Products
Certain Penmery products are manufactured or customized specifically for each customer's order.
These may include items with personalized dimensions, materials, finishes, configurations, or other customer-requested specifications.
Once production has begun, customized and made-to-order products are generally not eligible for cancellation or returns based solely on personal preference or a change of mind.
This restriction does not apply to products that arrive damaged, defective, materially different from the agreed specifications, or otherwise qualify for a remedy under applicable law.
If you experience an issue with a custom or made-to-order item, please contact our support team so we can review the situation and determine an appropriate resolution.
4. How to Request a Return
To begin a return request, please email support@penmery.com.
Include the following information:
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Your order number
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The product you wish to return
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The reason for your return
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Photographs of the product and its current condition
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Photographs of the original packaging, if available
Our customer service team will review your request and provide further instructions if the item is eligible for return.
Please do not ship any products back until you have received return authorization and instructions from our team.
Returns are handled by mail or an approved shipping carrier.
5. Return Shipping & Fees
Return shipping responsibilities depend on the reason for the return.
Non-Defective Returns
For eligible returns requested due to personal preference or other non-defective reasons:
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The customer is responsible for return shipping costs.
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A 15% restocking fee applies.
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The product must meet our standard return eligibility requirements.
Damaged, Defective, or Incorrect Items
If a product arrives damaged, defective, or materially different from what was ordered, we will review the case and provide an appropriate remedy.
Where a return is required due to a confirmed issue attributable to Penmery, we will cover the reasonable return shipping costs or arrange another suitable solution.
No restocking fee will be charged for confirmed product defects, incorrect items, or other cases where such a charge is prohibited by applicable law.
6. Refund Processing
Once an authorized return reaches the designated return location, our team will inspect the item to confirm that it meets the applicable return requirements.
Approved refunds will be processed within 7 days after the returned item has been received and inspected.
Refunds will be issued to the original payment method whenever possible.
For non-defective returns, applicable restocking fees and other authorized deductions will be reflected in the final refund amount.
Please note that your bank, credit card provider, or payment processor may require additional time to post the refund to your account.
If a refund is delayed beyond the expected processing period, please contact us for assistance.
7. Exchanges
We accept exchange requests for eligible products, subject to availability and the condition of the original item.
To request an exchange, please contact support@penmery.com and provide:
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Your order number
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The product you would like to exchange
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The replacement product or variation you prefer
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The reason for the exchange
Our team will review your request and confirm the available options.
For exchanges requested due to personal preference, applicable shipping charges, restocking fees, or price differences may apply.
If an exchange is necessary because of a confirmed product defect or an incorrect item supplied by Penmery, we will arrange an appropriate resolution without charging a restocking fee.
8. Damaged, Defective, or Missing Items
We carefully inspect and package our products before shipment. However, damage or missing components can occasionally occur during transportation.
If you notice damage, a defect, or missing parts upon delivery, please contact us within 48 hours of receiving your order whenever possible.
To help us investigate the issue, please provide:
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Your order number
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A description of the problem
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Clear photographs of the affected product or component
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Photographs of the outer packaging from multiple angles
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Photographs of the internal protective packaging
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A photograph of the shipping label, if available
Depending on the circumstances, an appropriate resolution may include:
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Replacement parts
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A replacement product
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An exchange
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A repair or other suitable remedy
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A partial or full refund, where appropriate
We will assess each case based on the available evidence and applicable consumer protection laws.
The 48-hour notification period helps us investigate shipping-related claims promptly. It does not eliminate any statutory rights or remedies available to customers who report an issue later.
9. Original Packaging Requirements
Please inspect your order carefully after delivery and keep all original packaging until you have confirmed that the product is complete and in satisfactory condition.
We recommend retaining:
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Original shipping cartons or wooden crates
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Foam inserts and protective cushioning
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Internal wrapping materials
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Shipping labels and delivery documents
Original packaging is required for standard non-defective returns to help protect the item during transportation.
For damaged or defective items, please retain packaging whenever possible, as it may be needed for a shipping investigation.
If the original packaging is damaged or unavailable due to the nature of the reported defect, please contact our team before arranging a return.
10. Order Cancellations
If you need to cancel an order, please contact our customer support team as soon as possible.
Cancellation Within 24 Hours
Orders may be cancelled without a cancellation charge within 24 hours of purchase, provided the order has not entered production or been dispatched.
Cancellation After 24 Hours
Cancellation requests submitted more than 24 hours after purchase may be subject to a 5% cancellation fee.
This fee is intended to help cover order processing, material preparation, and related costs already incurred.
The fee is calculated based on the original order amount.
Custom & Made-to-Order Items
Customized and made-to-order products generally cannot be cancelled once manufacturing has begun, except where applicable law requires otherwise.
If you need to cancel such an order, please contact us immediately so we can review its current production status.
11. Orders Already Shipped
Once an order has been dispatched and transferred to the shipping carrier, it cannot be cancelled through our standard cancellation process.
If you no longer wish to keep the product, you may request a return after delivery, subject to the eligibility requirements and conditions outlined in this policy.
Customers are responsible for applicable return costs associated with eligible non-defective returns.
Nothing in this section limits cancellation, refund, or other rights provided by applicable law.
12. Non-Returnable Items
The following items are generally not eligible for standard change-of-mind returns:
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Customized or made-to-order products that have entered production
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Products that have been installed, used, or modified after delivery
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Items damaged through improper handling, installation, or misuse
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Products returned with missing essential components or accessories
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Items returned outside the applicable return period, unless otherwise required by law
These exclusions do not prevent customers from seeking remedies for manufacturing defects, incorrect products, or other issues covered by applicable consumer protection laws.
13. Refunds for Incorrect or Unfulfilled Orders
If we are unable to fulfill an order as agreed, or if an item is unavailable and no acceptable alternative can be provided, we will contact you to discuss the available options.
Where a cancellation or refund is appropriate due to our inability to fulfill the order, applicable refund amounts will be returned to the original payment method.
Cancellation or restocking fees will not be charged where Penmery is responsible for the inability to fulfill the order or where such fees are prohibited by law.
14. Contact Information
Address: 1500 N Grant St Ste R, Denver, CO 80203, US
Email: support@penmery.com
Phone: +1(720)599-6363
Business Hours: Monday–Friday, 9:00 AM–5:00 PM (ET)
We appreciate your understanding and thank you for choosing Penmery.
