Returns & Refund Policy

Our Commitment to Delight

At Penseru, we believe in "Thoughtfulness in every box." Our mission is to ensure that every recipient is genuinely delighted with their gift box experience. We carefully curate each box with premium, UK-made, sustainable products from local artisans and craftspeople to create meaningful gifting moments.

If You're Not Completely Satisfied

We understand that sometimes a gift may not meet expectations. If you or your gift recipient are not completely delighted with your Penseru gift box for any reason, we want to hear from you.

Our Process

1. Contact Us First: Please reach out to our customer care team at info@penseru.com.

2. Let's Discuss: We'll have a conversation about what didn't meet your expectations so we can fully understand your concerns.

3. Personalised Resolution: Based on our discussion, we'll agree on the most appropriate solution, which may include:

   • Replacement of specific items

   • Exchange for a different gift box

   • Special customisation to better suit preferences

   • Full or partial refund

Timeframe

Please contact us within 14 days of receiving your gift box. This helps us address any concerns promptly.

Our Promise

We're committed to finding the right solution for each situation. Our goal is not just to resolve your immediate concern, but to ensure you become a delighted, long-term supporter of our artisan community and sustainable gifting philosophy.

For Gift Recipients

If you received a Penseru gift box and have concerns, please know that we welcome your feedback directly. You don't need to go through the gift giver to contact us - we're happy to work with you to ensure your experience matches the thoughtfulness intended.

For any questions about our return policy, please contact our customer care team at info@penseru.com or send us a message.