Thank you for shiopping us .
If you are not entirely satisfied with your purchase, we're here to help.
Exchange or Return for a Refund
The products can be returned within 7 days after they have been received. A new product may be exchanged for another product or returned for a refund.
To be eligible, please make sure that.
-The product is in its original packaging
-The product isn't used or damaged
Products that do not meet these criteria will not be considered for return.
To return the products, please submit items change request to customer service via [email protected]
Most returns are processed within 5 business days after we receive your package.
You will be responsible for the shipping costs returning your item. We advise to use a trackable shipping service and to purchase shipping insurance if the item is worth over $69.
We’ll issue the refund to your wallet in amount of few days if we are not otherwise informed to refund to your payment account in advance. Wallet balance can be used on your next purchase or be withdrawn to your payment account. Once your refund has been issued, you will receive a confirmation email.
We do not accept any request of exchange&return once the "specials" are sold.
Purchase Not Eligible for Return:
-Final sale item(s) is not eligible for return or exchange.
-You must email us a picture showing the problem/defect when you submitting the return/exchange request.
After you receive confirmation from our customer service, please send the product along with the product list which includes the product ID. A tracking No. of the returning parcel is required; we will deal with the product exchange or refund after we get your returning parcel.
If you received a damaged product, please notify us immediately for assistance.
You should submit an order cancellation request to our customer service via [email protected]penwin.com once you decide to cancel the order.
For orders cancelled after 24 hours of purchase but have not been shipped, we will offer partial refund after charging a 15% cancellation fee.
We will NOT accept order cancellation request if the orders have been shipped.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-15 business days.
Do not sent it directly to the address on the parcel. Maybe it’s one of the carrier’s transit warehouse, and which is not correct.
Note that the returning package must be postmarked within 14 calendar days from the date the shipping information shows you received.
WARMLY RETURNING NOTE: Kindly please contact us in advance but not return directly to the sender address on your parcel that mentioned of carrier’s transit warehouse and invalid reimbursing.
Also, any after-sales matters we advised consultant in 5 calendar days solved. (varied from practical amount feed)
If you haven't received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]