Refund policy
Returns
We want you to love your Penelle ritual. If something isn’t quite right, we’re here to help.
Change of Mind
Due to the nature of our products, we are unable to accept returns for change of mind on items that have been opened or used.
If your item is unused, unopened, and in its original packaging, you may request a return within 14 days of delivery.
- Return shipping costs are the responsibility of the customer
- Items must be received back in original condition to be eligible for a refund
Damaged or Faulty Items
If your order arrives damaged or faulty, please contact us within 7 days of receiving your order at:
contact@penelle.com.au
Include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
We will assess and arrange a replacement or refund where applicable.
Order Issues
If something doesn’t look right with your order, please reach out as soon as possible so we can assist.
Processing
Once your return is received and inspected, refunds will be processed to your original payment method.
Please allow 3–5 business days for processing, plus additional time for your bank to finalise the transaction.
Important Notes
- We do not accept returns on opened or used products for hygiene reasons
- Original shipping costs are non-refundable
- Sale items are final sale and not eligible for return
We approach everything we create with intention — and we’ll always do our best to make things right, where we can.