Refund and Exchange Policy/Damages and Issues/Exceptions / Non-returnable Items/Exchanges/Refunds
Refunds and Exchanges
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, unwashed, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at PenelopesFineHats@gmail.com. Once we accept your return and respond to your email with instructions on sending the item(s) back. Unfortunately, we are unable to refund your original shipping charges/processing fees. You will be responsible for shipping your items back to us. Please pack your return item with a note of order number, name, and address, please ensure all returns are unworn, unwashed, and free from pet hair.
It is recommended that you use a trackable shipping service or purchase shipping insurance. Please ensure that you keep track numbers until you receive a confirmation of the refund. We are unable to guarantee that we will receive your returned item and we do not accept any responsibility for lost items.
You can always contact us for any return questions at PenelopesFineHats@gmail.com.
Damages and Issues
Please inspect your order once you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can rectify the issue and make it right.
Exceptions / Non-Returnable Items
We do not offer returns on toys due to the possibility of already being handled by another pup. We do offer exchanges only if defective or incorrect items are shipped. Toys must be returned in the same condition it was received.
Unfortunately, we cannot accept returns on sale items or gift cards.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at PenelopesFineHats@gmail.com and we will send you exchange instructions.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment, within 5-7 business days (depending on your financial institution).