RETURN AND REFUND POLICY

Effective date: September 13, 2026

1. No Voluntary Returns or Exchanges

Most products from Pencu are produced after an order is placed. Except where required by applicable law or expressly stated below, all sales are final and we do not offer voluntary returns, exchanges, or refunds for change of mind, incorrect size or color selected by the customer, or other buyer error. Please review product descriptions and size information before ordering.

Being produced after purchase does not necessarily make a standard product legally “personalized” or “custom-made.” Where applicable law grants a cooling-off, cancellation, withdrawal, return, refund, repair, or replacement right, we will honor that right. Products genuinely made to your specifications or clearly personalized may be excluded from change-of-mind withdrawal rights where applicable law permits.

2. Damaged, Defective, Incorrect, or Misdescribed Items

Inspect your order promptly after delivery. If an item arrives damaged, defective, materially different from its description, or different from what you ordered, contact pescubusiness@gmail.com and include your order number, a description of the problem, and clear photographs when reasonably possible.

Please contact us within 30 days after delivery when reasonably possible so we can investigate promptly. This requested reporting period does not limit or replace any longer non-waivable statutory right.

After reviewing the claim, we will provide the remedy required by applicable law. Where the law does not require a particular remedy, we may choose to repair the item, replace it, issue store credit, or refund the affected item. We may request that the item be returned or made available for inspection and will provide instructions. Do not discard the item unless we authorize you to do so. We will cover reasonable return shipping when required by law or when we confirm that the item was damaged, defective, incorrect, or materially misdescribed.

3. Production Variations and Customer-Caused Damage

Minor differences in color, print placement, scale, texture, or appearance caused by screen settings, garment characteristics, or reasonable manufacturing tolerances are not defects unless they cause the item to be materially nonconforming under applicable law.

We do not offer voluntary remedies for damage caused after delivery by misuse, accidents, improper washing or care, normal wear, unauthorized alteration, or failure to follow product instructions. This does not limit rights that cannot legally be waived.

4. Lost, Delayed, or Missing Packages

If your order has not arrived by the end of its estimated delivery window, or tracking indicates a delivery problem, please contact us at pescubusiness@gmail.com with your order number.

If tracking shows “delivered” but you cannot locate your package, check with household members, neighbors, your local post office, and any designated pickup location. Contact us promptly if it is still missing.

We will investigate with our fulfillment partner and shipping carrier and arrange an appropriate resolution, including a replacement or refund where required by applicable law. A delivery scan does not remove any mandatory consumer rights.

5. Incorrect or Incomplete Addresses; Refused or Unclaimed Deliveries

You are responsible for checking the shipping address before submitting an order. If a package is undeliverable or returned because of an incorrect or incomplete address supplied by you, refusal, or failure to collect it, we may require payment of reasonable reshipping costs or deduct costs we cannot recover from any discretionary refund, where permitted by law. We cannot guarantee replacement of a customer-addressed order without additional payment. Mandatory legal rights remain unaffected.

Contact us immediately if you notice an address error. We cannot promise that an address can be changed after production or fulfillment begins.

6. Order Changes and Cancellations

Because items may enter production shortly after ordering, we do not guarantee voluntary changes or cancellations after an order is submitted. Contact us immediately and we will attempt to help. This section does not restrict any mandatory cancellation or withdrawal right.

7. Approved Refunds

Approved refunds are issued to the original payment method unless otherwise agreed or required by law. Processing times depend on the payment provider. Original shipping charges, return shipping, customs duties, and import taxes are refunded only when required by law or expressly approved by us. We are not responsible for exchange-rate changes or fees charged by a customer’s bank or payment provider, except where applicable law provides otherwise.

8. International Consumer Rights

Customers may have mandatory rights based on where they live. For example, qualifying consumers in some jurisdictions may have withdrawal rights for online purchases, while genuinely personalized goods may be exempt. Defective or nonconforming goods may remain protected even when change-of-mind returns are unavailable. Nothing in this policy excludes, restricts, or shortens a right or remedy that cannot lawfully be excluded, restricted, or shortened.

9. Contact Us

For return, replacement, refund, or delivery questions, contact:

Pencu
Email: pescubusiness@gmail.com

Include your order number and relevant photographs or documents. Do not mail a return until we provide return instructions.