Refund policy

Last updated: 14 November 2026

Your statutory rights

This policy applies to purchases made directly from PennyShire online, including purchases completed through a live-selling service where PennyShire is the seller. Marketplace or live-selling platforms may provide additional processes or protections. Nothing in this policy limits your rights under UK consumer law.

Change-of-mind cancellations

For most goods bought online, you may tell us that you wish to cancel within 14 days after the day you receive the goods, without giving a reason. If one order is delivered in separate parts, the period normally runs from the day after the final part is received.

After telling us that you wish to cancel, you must send the goods back within a further 14 days. To start a cancellation or return, use the store contact page or reply to your order confirmation. Please wait for return instructions and the correct return address before sending anything.

Our 30-day goodwill return period

In addition to your statutory rights, PennyShire accepts change-of-mind returns requested within 30 calendar days after delivery. If you notify us after the statutory cancellation period has ended but within this 30-day goodwill period, the item must be returned complete, clean and in a good, resellable condition, with its supplied accessories and packaging where reasonably possible. This goodwill period does not reduce any statutory right that may apply.

Condition of returned goods

During the statutory cancellation period, you may inspect an item as you would in a shop. Please return it with any included parts, accessories and packaging where reasonably possible. We may make a deduction for loss in value caused by handling beyond what is necessary to establish the item's nature, characteristics and function.

Return postage

For a change-of-mind return, you are responsible for the direct cost of returning the item. We recommend using a tracked service and keeping proof of postage.

If an item is faulty, damaged in transit, incorrect or materially different from its description, PennyShire will provide or reimburse a reasonable return method where required by law. Please do not pay for an unusually expensive return service without agreeing it with us first.

Refunds

For an eligible statutory cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Any additional amount paid for Express or another premium delivery service is not normally refundable.

We do not charge a restocking fee. Where the law allows, we may make an appropriate deduction if handling beyond what would reasonably be allowed in a shop has reduced the item's value.

We will make the refund within 14 days after we receive the returned goods or, if earlier, after you provide evidence that they have been sent back. Refunds are made to the original payment method unless agreed otherwise. Your bank or payment provider may take additional time to display the refund.

Faulty, damaged, incorrect or misdescribed goods

Please inspect your order on arrival and contact us promptly if an item is damaged, defective, incorrect or materially different from its description. Include your order number and photographs where appropriate. We will assess the issue and provide a remedy in line with your legal rights, including reasonable return costs where required.

Pre-owned and clearance goods

Some PennyShire items may be pre-owned, vintage, returned, clearance or sold with clearly disclosed cosmetic marks or missing accessories. A characteristic clearly described before purchase is not treated as an undisclosed fault. This does not affect your rights where an item is faulty, unsafe or not as described.

Exceptions

Change-of-mind cancellation rights may not apply to goods made to your specification or clearly personalised, goods liable to deteriorate rapidly, or sealed goods not suitable for return for health-protection or hygiene reasons once unsealed. Any exception will be applied only where permitted by law.

Exchanges

Exchanges depend on stock availability. Contact us before returning an item. Where an exchange is unavailable, an eligible refund will be offered instead.

Contacting us

Use the contact page on our store or reply to your order confirmation to request a cancellation, return, exchange or report a problem. Please include your order number.