Refund&
Return Policy

At Penrose Place Limited, we are dedicated to ensuring that you love everything you purchase from us. Our ambition is to delight you with our products. If you find that you are not entirely happy with a product, here is our detailed return policy to help guide you through the process.

 

Eligibility for Returns

You can return your item(s) within 30 days of receiving your order. To qualify for a return, items must meet the following conditions:

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Product Condition:

The item must be unused, in the same condition that you received it.

 

Non-Returnable Items:

Certain types of items cannot be returned. Non-returnable items will be detailed on the product page on our website.

 

Custom and bespoke Products:

This includes special orders, made-to-order, bespoke and personalised items.

 

Return Process

To initiate a return, please follow these steps:

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1. Complete the Refund and Returns Form at at the bottom of this webpage

 

2. Return Instructions:

Please include your name, address and order number in your returned package so we can match this to your order record.

 

Please send the product you wish to return to the below address.

 

Penrose Place Limited

20 Arbury Hall Road,

Shirley Solihull,

West Midlands,

B90 4PY.

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Return Postage Liability:

You are responsible for the return shipping costs. We recommend using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned item.

 

Shipping Costs:

Customers are responsible for paying their own shipping costs for returning their items. Shipping costs are nonrefundable. If you receive a refund, the cost of return shipping will not be deducted from your refund.

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Refunds:

Upon receipt of your returned item, we will inspect it and notify you that we have received it. We will promptly inform you of the approval or rejection of your refund:

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Approved:

If your return is approved, a refund will be processed, and a credit will automatically be applied to your original method of payment within 5 – 7 working days.

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Rejected:

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

 

Late or Missing Refunds:

If you haven’t received a refund within 3 weeks of posting your item then follow the the below steps:

1. Re-check your Bank Account, payments will come from Penrose Place Limited.

2. Contact your Bank or Credit Card Provider for pending transactions; as it may take some time before your refund is officially processed. There is often some processing time before a refund is posted.

3. If you’ve done all of this and still have not received your refund, please contact us at Contact@penroseplace.org or call 07399647495.

 

If you have any questions or require further assistance, please don't hesitate to contact our customer service team at Contact@penroseplace.org or call 07399647495.