Política de reembolso
RETURNS & REFUND POLICY
Returns
At Penny's Serendipity House, every product is carefully inspected and professionally packaged before dispatch to ensure it reaches you in beautiful condition.
If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.
Returns must be authorised before being sent back. Please contact us at hello@pennysserendipityhouse.co.uk to begin the process.
Returns sent without prior authorisation may not be accepted.
Eligibility for Returns (UK & International)
Unless local consumer legislation provides additional rights (see the European Union section below), returned items must:
- be free from signs of use
- not have been written in or personalised
- be returned complete with all included accessories, inserts and promotional materials
- be accompanied by proof of purchase
- be returned in a condition suitable for resale as new.
Original Packaging
Our products are premium hardback publications rather than disposable stationery.
Each Agenda is supplied with multiple protective layers, including:
- the hardback Agenda
- presentation case (where applicable)
- professional heat-shrink wrapping
- tissue wrapping
- protective corner and cushioning materials
- protective mailing packaging.
The protective shrink wrap is not merely decorative packaging. It helps preserve the condition and value of the product during transport.
If you decide to return your order after removing the shrink wrap, you remain responsible for ensuring the product is packaged with equivalent care for its return journey.
We strongly recommend protecting all corners and edges using suitable cushioning materials before shipping.
If a returned product is damaged during return transit because it was inadequately packaged—including dented corners, damaged covers, scratches or other preventable transit damage—we reserve the right to reduce the refund to reflect the resulting loss in value where permitted by applicable law.
Condition of Returned Products
Returned items must arrive in a condition that allows them to be resold as new.
Examples of handling that may reduce the value of the product include, but are not limited to:
- writing anywhere inside the Agenda
- marking or highlighting pages
- folding pages
- damaging the cover
- staining the product
- damaging the presentation case
- denting or crushing the corners
- water damage
- tearing pages
- removing or damaging attached components.
Where returned products cannot reasonably be resold as new due to handling beyond what is necessary to inspect them, we reserve the right to make an appropriate deduction from any refund to reflect the reduction in value, where permitted by applicable law.
Damaged or Incorrect Orders
Every order is individually inspected and carefully packaged before dispatch.
If your order arrives damaged during transit, or if you believe you have received an incorrect item, please contact us within 48 hours of delivery at hello@pennysserendipityhouse.co.uk, including clear photographs of:
- the outer mailing packaging
- the protective packaging
- the product
- any visible damage.
This information enables us to investigate the issue and, where appropriate, submit a claim with the shipping carrier.
Please do not dispose of the original packaging until your claim has been reviewed, as the carrier may require evidence before accepting liability.
Non-Returnable Items
The following items cannot be returned unless faulty or where required by law:
- products that have been written in
- products showing signs of use
- products damaged through misuse
- personalised products
- gift cards
- digital products
- sale or clearance items.
Exchanges
We do not currently offer direct exchanges.
If you would like an alternative product, please request a return (if eligible) and place a new order separately.
European Union Customers
If your order is delivered to a member state of the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
You then have a further 14 days to return the product.
You may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functionality, as you would be able to do in a physical retail store.
If the product has been handled beyond what is reasonably necessary to assess it—for example by writing in the Agenda, marking pages, damaging the cover, denting corners, damaging the presentation case, or otherwise reducing its resale value—we reserve the right to make an appropriate deduction from your refund to reflect any loss in value, as permitted by applicable law.
Where reasonably possible, products should be returned with all original accessories, protective materials and packaging.
If the original shrink wrapping has been removed, customers should ensure the product is repackaged with sufficient protective materials, particularly around the corners and edges, to prevent damage during return transit.
Customers are responsible for the direct cost of returning unwanted items unless otherwise required by law.
Where required under applicable consumer legislation, we will also refund the original standard outbound delivery cost.
Any premium or express shipping upgrade selected at checkout is non-refundable.
International Orders
International orders may be subject to customs duties, import taxes, VAT, brokerage fees or carrier administration charges imposed by the destination country.
These charges are the responsibility of the customer unless explicitly stated otherwise at checkout.
If an international parcel is refused or returned because customs duties, taxes or import charges were not paid, any refund will be reduced by:
- the original shipping costs
- return shipping charges
- customs charges
- carrier administration fees
- any additional costs incurred in recovering the parcel.
Refunds
Once we receive your return, it will be inspected.
We will notify you whether your refund has been approved.
If approved, refunds will be issued to your original payment method within 10 business days.
Please note that your bank or card provider may require additional time to process the refund.
Where permitted by law, any reduction in value resulting from excessive handling, inadequate return packaging or preventable transit damage may be deducted from the refund.
If more than 15 business days have passed since your refund was approved, please contact us at: