Refund policy

RETURNS & REFUNDS

 

We offer a 30-day return policy: you may request a refund or replacement within 30 days of receiving your order.

 

How to start a request

Email us at t.heo@penetr.com with your order number, the item(s) concerned, and a photo of the product. Our team will review your request within 1-2 business days.

 

Because our products are personal care items, opened products cannot be restocked for hygiene and safety reasons. In most cases, we will resolve your request with a refund or replacement WITHOUT asking you to ship the product back. If a return shipment is needed (for example, for unopened items), we will provide the return address and instructions on a case-by-case basis. Please do not send products back without contacting us first - items returned without prior authorization cannot be accepted.

 

Damages and issues

Please inspect your order upon delivery and contact us right away if an item arrives defective or damaged, or if you received the wrong item. We will make it right with a replacement or a full refund.

 

Refunds

Once your request is approved, your refund will be issued to your original payment method within 10 business days. Please note that it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since your refund was approved, please contact us at t.heo@penetr.com.

 

Subscriptions

You can skip, pause, or cancel your subscription at any time from your account page or by contacting us at t.heo@penetr.com.