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Returns

Returns

ONLINE RETURNS POLICY

If for any reason you want to return something or exchange it for a different size or colour, you can do so within 28 days of delivery. (14 days for sale items).

If your product is faulty please contact customer services as soon as possible who will be able to assist you.

Returns need to be new, unused, in a saleable condition in their original packaging, and with all the labels, tags, any security devices or seals intact. Underwear and swimwear must be unworn.

Please note, you are responsible for paying the postage charges for returning goods to us. We strongly recommend you ask for a proof of postage in case the parcel goes missing on its way back to us.

We do not refund the original postage and packaging charge. Exchanges are sent out to you free of charge. Please note that we can only process an exchange for an item of the same value or less than the products that you are returning.

Please note:

  • For SALE items the returns window is 14 days from the date of delivery.
  • For UNDERWEAR please return products to us within 14 days of delivery. We will be happy to refund or exchange underwear provided they are in perfect condition, unworn and in their original packaging.
  • For PENRTAIR SETS individual items in the sets are not valid for refund and can only be exchanged with the same item in an alternate size. Refunds are available on return of the whole set.
  • For FOOTWEAR the original boxes are considered part of the product, and must be returned in their original condition, within protective packaging.
  • For FRAGRANCES they must be unused and with all tamper-resistant seals, packaging and cellophane intact. Please follow any labelling and packaging guidelines produced by the courier used for your return.


HOW TO RETURN OR EXCHANGE AN ONLINE PURCHASE

UK

Follow the instructions on the packing slip enclosed with your order, which includes a detachable label with our address on it. Please complete and enclose the Returns Form indicating whether you would like an exchange or a refund.

If you no longer have the packaging slip, please email Penrtair customer services with your name, order number and reason for return. Include whether you would like an exchange or refund and why you are returning the item so that we can improve our service in future.

If you are returning a gift, please remember to include the buyer’s name and their order number. Refunds for items bought as gifts can only be given to the original payer. If you exchange an item, we can’t stop the payer from being notified.

Postage charges for returning goods are your responsibility. Please request a proof of postage in case the parcel is lost in transit.

We always try to deal with returns as soon as they arrive. However, during very busy periods, please allow up to 7-10 days for your return or exchange to be processed. Please note if your exchange request is unavailable a refund will be processed instead.

You may return online orders in person to our London stores. Please be aware these will be sent on to our warehouse who will process your return.

Please send returns to:

Penrtair Returns

1st Floor, Main Building, Yicheng Creative Park,  
No. 8, Qijie 2nd Road, Qiye Road,  
Xingye Avenue South, Nancun Town, Panyu District,  
Guangzhou City, Guangdong Province, 511442  
CHINA

Recipient: Jade  
Phone: +86 13925440848


For further assistance please contact our customer service team by email at customerservice@penrtair.vip or call us on +1 (917)588-9081. Please note our office hours are 9am to 5pm GMT, Monday to Friday.

EUROPE

Follow the instructions on the packing slip enclosed with your order, which includes a detachable label with our address on it. Please complete and enclose the Returns Form indicating whether you would like an exchange or a refund.

If you no longer have the packaging slip, please email Penrtair customer services with your name, order number and reason for return. Include whether you would like an exchange or refund and why you are returning the item so that we can improve our service in future.

If you are returning a gift, please remember to include the buyer’s name and their order number. Refunds for items bought as gifts can only be given to the original payer. If you exchange an item, we can’t stop the payer from being notified.

Postage charges for returning goods are your responsibility. Please retain your shipping documentation and tracking number until the refund has been processed.

We always try to deal with returns as soon as they arrive. However, during very busy periods, please allow up to 7-10 days for your return or exchange to be processed. Please note if your exchange request is unavailable a refund will be processed instead. We will send you an email confirmation once we have processed your return.

Please send all returns to:

Penrtair Returns

1st Floor, Main Building, Yicheng Creative Park,  
No. 8, Qijie 2nd Road, Qiye Road,  
Xingye Avenue South, Nancun Town, Panyu District,  
Guangzhou City, Guangdong Province, 511442  
CHINA

Recipient: Jade  
Phone: +86 13925440848


For further assistance please contact our customer service team by email at customerservice@penrtair.vip or call us on +1 (917)588-9081. Please note our office hours are 9am to 5pm GMT, Monday to Friday.