Refund Policy

1. Our 30-Day Satisfaction Guarantee

We stand behind the quality of our products. If you're not completely satisfied within 30 days of delivery, please contact us and we'll work with you to find a solution.

This guarantee covers:

• Product quality issues

• Damaged or defective items

• Scent concerns

To make a claim, email us at helps@penroseskin.com with your order number and a description of the issue. Our team will respond within 24 hours, Monday to Friday.

Our satisfaction guarantee allows you to contact us for assistance, but does not automatically qualify opened or used products for a return or refund. Standard returns must meet the conditions in Section 3. Damaged, defective, or incorrect items are handled under Section 4.

2. Order Cancellations & Changes

• Within 45 minutes: Cancellations and address changes can be made through our website or by contacting us immediately.

• After 45 minutes: Your order may already be with our fulfilment team. We'll do our best to assist, but changes cannot be guaranteed.

• Once shipped: Orders that have been dispatched cannot be cancelled or changed. If an order is sent to an incorrect address that you provided at checkout, we are unable to offer a refund.

3. Returns

Due to the personal care nature of our products and hygiene considerations, we only accept returns of unused, unopened products with the original seal fully intact.

Eligible products may be returned within 14 days of delivery, subject to the following conditions:

• Products must be unopened, unused, and in their original packaging.

• The original seal must be fully intact and must not have been broken, removed, or tampered with.

• Opened or used products, including products that have been tested or partially used, are not eligible for return.

• Please contact us at helps@penroseskin.com with your order number before sending a return.

• Return shipping costs are the responsibility of the customer.

• We recommend using a tracked shipping service.

Returned items will be inspected before a refund is approved. Items that do not meet these conditions will not qualify for a return refund.

For damaged, defective, or incorrect items, please refer to Section 4.

4. Damaged, Defective, or Incorrect Items

If your product arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:

• Your order number

• A clear description of the issue

• Photos of the product and packaging

We'll arrange a free replacement as quickly as possible. There is no need to return the damaged item.

The original-seal requirement for standard returns does not prevent you from reporting a damaged, defective, or incorrect product.

5. Non-Delivery & Missing Packages

Package lost in transit: If your order is confirmed lost by the courier, we'll offer a free replacement or a full refund. Your choice.

Package marked as delivered but not received: Please first check with neighbours, building management, or any safe places around your property. If you still cannot locate your package, contact us and we'll work with the courier to investigate. We may be able to offer a reshipment as a goodwill gesture.

Delivery timeframes: Please allow the full estimated delivery window before reporting non-delivery:

• Continental US: 3–6 business days, with some deliveries taking up to 10 business days

• Hawaii, Alaska, and US Territories: 15–18 business days

• UK: 3–6 business days

• Canada: 7–14 business days

• Australia: 10–18 business days

• Europe: 7–14 business days

6. Delivery Exceptions

We are unable to offer refunds or replacements in the following situations:

• The shipping address provided was incomplete or incorrect.

• Delivery was refused or the package was not collected from a local pickup point.

• Tracking confirms delivery to the address provided at checkout.

For packages marked as delivered but not received, please follow the investigation process outlined in Section 5. Any goodwill reshipment is assessed on a case-by-case basis and is not guaranteed.

7. Exchanges

We do not offer direct exchanges at this time.

If you'd like a different product, please follow the returns process for eligible products that are unopened, unused, and still have their original seal intact, or contact us to discuss options under our satisfaction guarantee.

8. Refund Processing

Approved refunds are issued to your original payment method.

For standard returns, refunds are processed after we receive and inspect the returned items and confirm that they meet our return conditions.

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

This policy does not limit any rights or remedies available to you under applicable consumer law.