Due to hygiene and safety standards, we are unable to accept returns on opened, used, or tested beauty products.

Returns may be approved only in the following cases:

• Product arrived damaged
  
• Incorrect item was received
  
• Product is defective upon arrival
  

Please contact us within 48 hours of delivery and include your order number along with clear photos of the item and packaging.

We gladly offer replacements or exchanges for:

• Damaged products
  
• Defective products
  
• Incorrect items shipped by us
  

All exchange requests must be submitted within 48 hours of receiving your order. Products must remain unused and in their original packaging.

The following items cannot be returned or exchanged:

• Opened or used beauty products
  
• Gift cards
  
• Final sale items
  
• Products damaged through misuse
  
• Items returned without original packaging
  

Once your return request has been approved and the product has been inspected, refunds will be processed to the original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

Orders may be cancelled only before they have been processed or shipped.

Once an order has been dispatched, it can no longer be cancelled.

For any return, exchange, or order-related questions, please contact our Customer Care team:

Email:support@penrosehaus.com

Response Time: Within 1–2 business days

We are committed to making every Penrose experience as effortless and enjoyable as possible. ✨