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 contact@penroseskin.com with your order number and a description of the issue. Our team will respond within 24 hours (Monday to Friday).

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 regulations, we are unable to accept returns on opened or used items.
Unopened items may be returned within 14 days of delivery for a refund, subject to the following conditions:
  • Items must be unused and in original packaging
  • Return shipping is the responsibility of the customer
  • We recommend using a tracked shipping service
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. No need to return the damaged item.

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 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 (up to 10 days)
  • Hawaii, Alaska, 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
7. Exchanges
We do not offer direct exchanges at this time. If you'd like a different product, please follow the returns process for unopened items, or contact us to discuss options under our satisfaction guarantee.

8. Refund Processing
Approved refunds are issued to your original payment method. Please allow 5-10 business days for the funds to appear in your account, depending on your bank or payment provider.

Need Help?
Our friendly team is here for you.
Email: contact@penroseskin.com Hours: Monday to Friday, 8:00 AM - 6:00 PM EST Response time: Within 24 hours
Please include your order number in all enquiries so we can assist you as quickly as possible.