Return/Refund Policy

Definition: 'Return' means the return of the goods purchased by the customer on the website of Penwala.com. There may be scenarios as follows:
  •  Item was faulty
  •  During shipping, items were damaged/disappeared
  •  The incorrect item was supplied through Penwala.com.

The return may also in most situations lead to monetary compensation.

Notable points:
1. Whatever the policy, Penwala.com may always agree to a refund. Within 10 days after payment has been made, the buyer shall raise the request for reimbursement. Upon receipt by the buyer of a return request, Penwala.com may choose one of the following during closing:
2. Replace after collection of shipments – Penwala.com has agreed to wait before the buyer collects the package on the logistics staff
3. Shipping refund — Penwala.com has agreed that the logistics team will wait until the shipment collected by the buyer is returned
4. Return without collection of shipments – Penwala.com has decided not to refund the purchaser for the original shipment
5. Replace without collecting of shipment — Penwala.com has agreed to replace the order without waiting for original delivery
6. Specific policies (for instance 'The Big Deal Day') may apply for specific select days as defined by Penwala.com.


Should a return request submitted by the buyer be accepted by Penwala.com, the Buyer is required to return the merchandise and the refund is applied to the Buyer's account.
In the event, the ticket is not closed by Penwala.com within 3 days of the date of notification of the request for the refund to the Penwala.com, the claim for refund shall be remedied in favour of the purchaser. In addition, the following parameters must be guaranteed by the buyer for the returns to the Penwala.com product:

Products Category Condition

  •  Should be "new" with original packaging returned
  •  Stationery should be "New" with original packing returned

If the returned product does not meet the standards set out above, the Buyer shall not have the right to refund Penwala.com. Shipping costs should be borne by Penwala.com for returning the product.

Replacement
Definition: replacement is the activity or procedure in replacement of something else. When the item is not satisfied, the Purchaser may seek a replacement because of damage in shipment, lack of items, missing items, misplaced items, and similar items, etc.


Points to be noted:
1. Whatever the policy, Penwala.com may always agree to a refund.


2. If Penwala.com disagrees with a return request, the Buyer may submit a Buyer Protection Program* dispute.

Within 10 days after the delivery date, the purchaser must raise the replacement request. Once a replacement request has been made by Buyer, contact us on our website number. The following processes shall be taken once the replacement request is made:
a) "Return Reason" is requested from the buyer. The following are, among other things, the main reasons:

  • Shipping was damaged
  • Item was faulty
  • Item Dead on Arrival
  • Item(s) were missing
  • Wrong item sent

b) Penwala.com is notified of whether the replacement request is to be approved or refused.


3. In the instance that the substitute request is accepted by Penwala.com, the Purchaser shall return the product to Penwala.com and the Buyer shall be obliged to deliver the replacement product only after the product has been returned.


4. If Penwala.com prohibits an alternative application, the buyer can decide to argue

  • If the product is not on the Penwala.com website at all, Penwala.com may reimburse the buyers and the buyer is obliged to take the reimbursement instead of replacement. In the event of replacement, all product parameters must be fulfilled.
  • In case Penwala.com fails to reply to a replacement request of a Buyer, the refund shall be handled for Buyer and Penwala.com shall be obligated to repay the amount payable to Penwala.com within three (3) days from the date the Buyer places his replacement request. Penwala.com shall bear and bear all shipping and any substitution charges.


5. Penwala.com is notified of whether the replacement request is to be approved or refused.
a) In the instance that the substitute request is accepted by Penwala.com, the Purchaser shall return the product to Penwala.com and the Buyer shall be obliged to deliver the replacement product only after the product has been returned.
b) If Penwala.com prohibits an alternative application, the buyer can decide to argue If the product is not on the Penwala.com website at all, Penwala.com may reimburse the buyers and the buyer is obliged to take the reimbursement instead of replacement. In the event of replacement, all product parameters must be fulfilled.


NOTE: In case Penwala.com fails to reply to a replacement request of a Buyer, the refund shall be handled for Buyer and Penwala.com shall be obligated to repay the amount payable to Penwala.com within three (3) days from the date the Buyer places his replacement request.
Penwala.com shall bear and bear all shipping and any substitution charges.