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Return Policy

1. Scope of Application
These Return and Exchange Terms apply to all slippers purchased by consumers in the European Union through the official PENUMBRALISCO LLC website (penumbralisco.com). If you encounter any issues with your purchase or require a return or exchange, please follow these terms.
2. Return Rights
Unconditional Return Period: In accordance with relevant EU consumer rights regulations, you have a 14-day right to return your product without any reason from the date you received it. During these 14 days, you may return your product to us for any reason, without providing a specific reason. For example, if you received your slippers on September 1st, you may submit a return request by September 14th at the latest.
Return Requirements: Returned products must be new, unused, undamaged, and in their original packaging, including but not limited to the product tag, box, and plastic bag. The product must be in good, saleable condition and not subject to resale. Returns are only eligible if the soles of your slippers show no signs of wear, the uppers are free of stains, the upholstery is intact, and the box is undamaged.

3. Exchange Rights

Exchange Period: Within 14 days of receiving your product, if you discover that the product is the wrong size, the wrong color, or other issues not caused by your fault, you may request an exchange. For example, if you ordered a size 38 slippers and received a size 36, you can request an exchange for the correct size within the specified timeframe.

Exchange Requirements: The product you wish to exchange must meet the return requirements and be new, unused, undamaged, and in its original packaging. You must also clearly specify the specific details of the product you wish to exchange, such as the correct size and desired color. 4. Return/Exchange Process
Application Process: You can request a return or exchange by the following methods:
Send an email to [email protected] clearly stating your order number, name, contact number, reason for return/exchange, the item you wish to exchange (if exchanging), and attach a photo of the item (if necessary).
Submit a message through the "Contact Us" section of this website, select the "Return/Exchange Request" category, and fill in the relevant information.
Review Process: Upon receiving your return/exchange request, we will review it within 3 business days. If your request is eligible, we will send you a return authorization code and return address. If your request is not eligible (e.g., the item has expired or is not in the correct condition), we will inform you of the specific reason using the contact information you provided.
Returning the item: After receiving the return authorization code and return address, you must return the item to us within 7 days. Please use reliable shipping methods and retain the shipping tracking number and related receipts for the returned item to track its delivery and resolve any future disputes. We recommend choosing a courier service that provides tracking information, such as DHL or FedEx.

4. Refund Method

Refund Time: After we receive and inspect the returned item and confirm that it meets the return criteria, we will process your refund within 14 days. The refund will be made to the original payment method, such as credit card or PayPal. For example, if you paid with a credit card, the refund will be made to that credit card account.

Refund Amount: We will refund the full purchase price.

5. Special Circumstances

Item Damage or Signs of Use Beyond Reasonable Limits: If the returned item exhibits damage or signs of use beyond what is necessary to inspect the item, we reserve the right to reduce the refund amount based on the extent of the damage or loss in value. For example, if the sole of your returned slippers is severely worn and cannot be resold, we may deduct a certain amount as compensation. Return Logistics Damage: If your returned merchandise is damaged due to shipping issues, you should promptly contact the shipping company to file a claim and notify us of the situation. If the merchandise is severely damaged and cannot be resold, and we are not responsible, we may not be able to provide a full refund. The specific circumstances will be handled through negotiation.

6. Terms Updates and Notices

We may revise these Return and Exchange Terms due to changes in EU laws and regulations or adjustments to our company policies. The revised terms will be prominently posted on this website (such as the "Return and Exchange Terms" section at the bottom of the homepage) and will be marked with the new "Effective Date." If any revisions affect your core rights (such as significant changes to the return period or refund method), we will notify you in advance via a pop-up on the website or email (if you provided an email address at the time of purchase). By continuing to purchase products on this website, you agree to the revised Return and Exchange Terms. If you have any questions about our EU return and exchange policies or encounter any issues during the return or exchange process, please feel free to contact us at any time through the following methods:

Official website: penumbralisco.com (You can submit a message through the "Contact Us" section of the website)
We will verify and respond to your feedback within a reasonable period of time (generally no more than 15 business days) and make every effort to resolve any issues you may have.