Refund policy

We offer a 14-day return policy, which means you have 14 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, free of visible wear or damage, and in its original packaging. You will also need your order number.

The original packaging must be intact and included with the returned item. Returns received without the original packaging, or with packaging that has been damaged, will not be accepted.

If your return is accepted, we will send you instructions on how and where to send your package. For larger, multi-product orders, you may be asked to cover a small fee toward return shipping, depending on the total being returned. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return questions through our contact page, or at info@pennie.ca.

Damaged, defective or incorrect items
Please inspect your order upon delivery. If your item arrives broken or damaged, has a manufacturing defect, or is not the item you ordered, contact us and you will always be offered a full refund or an exchange. These cases are not subject to the return conditions above.

Warranty
Every piece is covered by a full warranty against manufacturing defects in materials or workmanship. If a defect appears, contact us and we will replace the piece or issue a full refund. The warranty does not cover normal wear, loss, accidental damage, or damage caused by exposure to harsh chemicals.

Exceptions / non-returnable items
Items purchased with a discount code are non-returnable, except in the cases described under Damaged, defective or incorrect items. Custom or personalized items are also non-returnable. Please get in touch through our contact page if you have questions about your specific item.

Refunds and exchanges
We will notify you once we have received and inspected your return, and let you know whether it has been approved. If your return is approved, you may choose a refund, or an exchange for another item instead. Approved refunds are issued to your original payment method within 10 business days. Once a refund has been issued, the time it takes to appear on your statement depends on the processing times of your card issuer or payment provider (e.g. PayPal).