At Penrose Place Limited, we are dedicated to ensuring your satisfaction with every purchase. Our aim is to delight you with our products, and we stand by our commitment to a no-quibble returns policy (within reason). If you’re not entirely satisfied with your purchase, our detailed return process will guide you through your options.

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Eligibility for Returns

You can return items within 30 days of receiving your order, provided they meet the following conditions:

• Product Condition: The item must be unused, in its original packaging, and in the same condition as when you received it.

• Non-Returnable Items: Certain items, such as custom, bespoke, or personalised products, cannot be returned. Details will be specified on the product page at the time of purchase.

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Custom and Bespoke Products

• Custom-made, bespoke, or personalised items are non-returnable unless they are faulty or damaged on arrival.

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Return Process

To make a return, please follow these simple steps:

1. Please contact us to discuss your return:

   • Email: Contact@penroseplace.org

   • Phone: 07399 647 495

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Return Shipping Costs

• Customers are responsible for the cost of return shipping.

• We recommend using a trackable shipping service or purchasing shipping insurance to ensure your item reaches us safely.

• Shipping costs are non-refundable, and if you receive a refund, it will not include your return shipping costs.

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Refund Process

Upon receiving your returned item, we will inspect it and notify you of the outcome:

• Approved Refunds:

  • If your return is approved, we will process your refund within 5–7 working days to your original payment method.

• Rejected Refunds:

  • If the returned item is not in its original condition, is damaged, or has missing parts not due to our error, your refund may be rejected.

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Late or Missing Refunds

If you haven’t received your refund within 3 weeks of posting your return, follow these steps:

1. Re-check your bank account for transactions from Penrose Place Limited.

2. Contact your bank or credit card provider to check for pending transactions.

3. If the issue persists, contact us at Contact@penroseplace.org or call 07399 647 495 for assistance.

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Our Promise to You

We are committed to making your shopping experience with Penrose Place Limited enjoyable and stress-free. If you have any questions about this policy or need additional support, please don’t hesitate to reach out to us:

• Email: Contact@penroseplace.org

• Phone: 07399 647 495