At Penelope Cook, customer satisfaction is important to us. If you receive a product that is damaged, defective, or incorrect, we are here to help.

1. Eligibility for Return
You may request a return if:

• The item received is damaged or faulty
• The item is different from what you ordered

Requests must be made within 1–3 days of receiving the product.

2. Return Conditions

• The item must be unused, in its original packaging, and in the same condition as received.
• Items that show signs of use, wear, or are returned without original packaging may not be accepted.

3. How to Request a Return
To initiate a return, contact us at [email protected] with the following details:

• Order number
• Reason for return
• Photo of the item received (if applicable)

Our team will review your request and guide you through the next steps.

4. Refund Process
Refunds are issued only for eligible returns and will be processed once the item is received and inspected. As we offer only Cash on Delivery, refunds will be arranged through a direct communication method confirmed with you via email.

5. Exchanges
If you prefer a replacement for a defective or incorrect item, please mention it when contacting us. We will arrange the exchange based on availability.

6. Non-Returnable Items
Certain products may not be eligible for return due to hygiene or safety concerns. These will be clearly indicated on the product page.