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Returns & Refunds Policy

Last updated: 8 January 2026

Our Commitment

At Penseru, we take great pride in curating exceptional gift collections from British artisans. We want you to be completely satisfied with your purchase. If for any reason you're not happy, we're here to help.

This policy outlines your rights to return products and receive refunds, in accordance with UK consumer protection laws.

Your Right to Cancel

14-Day Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your collection, without giving any reason.

The cancellation period expires 14 days after:

  • The day you (or a third party you nominate, other than the carrier) receives the goods
  • If you ordered multiple collections for different recipients, 14 days from the day the last collection is received

How to Exercise Your Right to Cancel

To cancel your order, you must inform us of your decision by a clear statement. You can:

Please include your order number and the reason for the return (optional but helpful for us to improve our service).

Return Conditions

Product Condition Requirements

To be eligible for a return, items must be:

  • Unused and unopened: Products must be in their original, unopened condition
  • Original packaging: All items must be returned in their original gift packaging
  • Complete: All components of the collection must be returned together
  • Undamaged: Products must not show signs of use or damage

Items That Cannot Be Returned

The following items are not eligible for return unless faulty:

  • Personalised collections: Any collection with a custom personal message included with the gift
  • Perishable goods: Food items that have passed their use-by date
  • Opened food items: Food products with broken seals or opened packaging (for hygiene and safety reasons)
  • Custom or bespoke orders: Collections specifically created to your specifications

Return Process

Step 1: Notify Us

Contact us within 14 days of receiving your collection to request a return. We'll provide you with:

  • A returns authorisation number
  • Instructions for returning the item(s)
  • Our returns address

Step 2: Pack and Ship

You have 14 days from the day you notify us of your cancellation to send back the goods. Please:

  • Securely pack the items in their original packaging
  • Include your returns authorisation number
  • Use a tracked delivery service
  • Keep your postage receipt as proof of return

Step 3: Return Shipping Costs

You are responsible for the cost of returning goods, unless:

  • The item is faulty or damaged
  • We sent you the wrong item
  • The item does not match its description

In these cases, we will reimburse your return postage costs upon receipt of proof of postage.

Returns Address

Once we've authorised your return, we'll provide you with our returns address. Please do not send items back without contacting us first.

Refunds

When Will I Receive My Refund?

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

If approved, your refund will be processed within 14 days of us receiving the returned goods. The refund will be made to the same payment method you used for the original purchase.

What's Included in the Refund?

  • Full product price: The amount you paid for the collection(s)
  • Original delivery costs: Standard delivery charges (if any)

We will not refund:

  • Your return shipping costs (unless the item is faulty or we made an error)
  • Any costs you incurred beyond the least expensive standard delivery offered by us

Refund Processing Times

Depending on your bank or card issuer, it may take an additional 3-5 working days for the refund to appear in your account after we've processed it.

Faulty or Damaged Items

If You Receive a Faulty or Damaged Item

We take great care in packaging our collections, but occasionally damage can occur during transit. If you receive a faulty or damaged item:

  • Notify us immediately: Contact us at info@penseru.com within 48 hours of delivery
  • Provide photos: Include clear photos of the damage
  • Keep all packaging: Do not dispose of the packaging or damaged items

Our Response

For faulty or damaged items, we will:

  • Arrange for collection or provide a prepaid return label (at no cost to you)
  • Offer a replacement collection or full refund (your choice)
  • Reimburse any return shipping costs you incurred

Wrong Item Received

If we sent you the wrong collection or item by mistake:

  • Contact us immediately at info@penseru.com
  • We'll arrange for collection of the wrong item at no cost to you
  • We'll send you the correct item as quickly as possible
  • If you prefer a refund instead, we'll process that immediately

Exchanges

We do not offer direct exchanges. If you would like a different collection:

  1. Return your original collection following our returns process
  2. Once your refund is processed, place a new order for the collection you prefer

This ensures you receive your preferred collection as quickly as possible.

Gifts

Returning a Gift

If you received a collection as a gift and would like to return it:

  • The same return conditions apply (unused, unopened, within 14 days)
  • Contact us with the gift recipient's details (your details)
  • We can process the refund to the original purchaser, or provide you with a gift card for the value

Privacy Note

We respect your privacy. We will not disclose to the gift sender that you have returned their gift unless necessary for processing the refund.

Late or Missing Refunds

If you haven't received your refund after we've confirmed it's been processed:

  • Check your bank account again (processing can take 3-5 working days)
  • Contact your credit card company (it may take time for the refund to officially post)
  • Contact your bank (there's often processing time before a refund is posted)

If you've done all of this and still haven't received your refund, please contact us at info@penseru.com.

Consumer Rights

Nothing in this policy affects your statutory rights under UK consumer protection law, including:

  • The Consumer Rights Act 2015
  • The Consumer Contracts Regulations 2013

For more information about your consumer rights, visit:

Questions?

If you have any questions about returns or refunds, please don't hesitate to contact us:

We're here to help and will do our best to ensure you're completely satisfied with your Penseru experience.