Refund Policy

We want you to be confident in every purchase from Mrs. Penky. This Refund Policy explains when a return, replacement, or refund is available, in line with the Consumer Act of the Philippines (Republic Act No. 7394) and guidance from the Department of Trade and Industry (DTI). We do not operate a blanket "no return, no exchange" policy.

1. Defective, Damaged, or Incorrect Items

If an item arrives defective, damaged in transit, or different from what you ordered, you are entitled to a replacement, exchange, or refund. Please notify us within 7 days of receiving your order, together with your order number and, where possible, a photo showing the issue.

2. Change of Mind

Because many of our items are devotional or personal in nature, and some are made to order, we generally do not accept returns for a simple change of mind. If we are able to offer a change-of-mind return on a specific item, this will be stated on that product's page at the time of purchase.

3. Non-Returnable Items

• Items that show signs of use, damage caused after delivery, or missing original packaging.
• Personalized or custom-engraved items, unless defective.
• Items explicitly marked as final sale on the product page.

4. How to Request a Return or Refund

1. Contact us at mrs.penkys.webshop@gmail.com within 7 days of delivery, including your order number and a description (and photo, if applicable) of the issue.
2. We will review your request and respond within a reasonable time, generally within 2–3 business days.
3. If approved, we will provide instructions for returning the item (if a physical return is required) or proceed directly with a replacement or refund.

5. Refund Method & Timeline

Approved refunds are issued to the original payment method used at checkout (e.g., GCash, Maya, credit/debit card via PayMongo or Stripe). Processing times vary by payment provider but typically take 5–10 business days to reflect after approval.

6. Shipping Costs

If the return is due to our error (defective, damaged, or incorrect item), we will cover the cost of return shipping. If a return is approved for another reason at our discretion, return shipping costs may be the responsibility of the customer.

7. Your Consumer Rights

This policy is in addition to, and does not limit, any statutory rights you have under the Consumer Act of the Philippines (RA 7394) or other applicable consumer protection laws in your country of residence.

8. Contact Us

For any questions about a return, exchange, or refund, please reach out to us at mrs.penkys.webshop@gmail.com.