Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition you received it—unused, with tags (if applicable), and in its original packaging. A receipt or proof of purchase is also required.

To start a return, contact us at hello@penandpuck.com. Once your return is approved, we’ll send you a return shipping label along with instructions on how and where to send your package.
Please do not send any items back without first requesting a return, as they will not be accepted.

You can always reach out to us with any return-related questions at hello@penandpuck.com.

Damages and Issues

Please inspect your order upon arrival and contact us right away if your item is defective, damaged, or incorrect. We’ll evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Some items cannot be returned, including:

  • Perishable goods (e.g., food, flowers, or plants)

  • Custom or personalized products

  • Personal care goods (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

We also do not accept returns on sale items or gift cards.
If you have questions about your specific item, feel free to reach out.

Exchanges

The fastest way to get what you need is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return it within 14 days—for any reason and without needing to provide justification.

Items must be returned in the same condition they were received: unused, with tags, and in their original packaging. Proof of purchase is also required.

Refunds

Once we’ve received and inspected your return, we’ll notify you whether the refund is approved. If approved, a refund will be issued to your original payment method within 10 business days.

Please note: Your bank or credit card company may take additional time to process and post the refund.

If it’s been more than 15 business days since your return was approved and you haven’t received your refund, contact us at hello@penandpuck.com.