Return & Refund Policy

Return Summary

  • Returns accepted: within 30 days of delivery.
  • Condition: new / unused, in original packaging, with all parts included.
  • Return method: return by mail.
  • Return fees: no return fees and no restocking fees.
  • Refund processing time: within 7 days after we receive and inspect the returned item.

Return Eligibility

To be eligible for a return, the artificial greenery products must be:

  • Returned within 30 days of delivery
  • New / unused and in the original packaging
  • Including all accessories, parts, and documentation originally included

How to Start a Return

To start a return, please contact us at support@penmery.com and include:

  • Your order number
  • The item(s) you would like to return
  • Reason for return (optional, helps us improve)

We will provide return instructions. Returns are accepted by mail.

Return Shipping & Fees

  • Return shipping fee: No fee
  • Restocking fee: No fee

Refunds

After we receive and inspect your return, we will process your refund within 7 days. Refunds are issued to the original payment method. Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

Exchanges

We accept exchanges. Please email support@penmery.com with your order number and the item you would like to exchange. We will confirm availability and provide the next steps for the exchange process.

Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery. Include your order number and clear photos of:

  • The outer packaging (all sides)
  • The shipping label
  • The damaged area / issue

We will review the case and provide an appropriate solution (replacement parts, replacement item, exchange, or refund as applicable).

Order Cancellations

If you need to cancel an order, please contact us as soon as possible. Orders can be canceled for a full refund before shipment. 

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)