Exchange/Return Policy

Exchange/Return Policy

We have a 10-day exchange policy on all hard good items other than those listed below as exceptions/non-returnable, which means you have 10 days after receiving your item to exchange or request store credit. We do not offer refunds on items other than plants that fall within our 30-day guarantee policy.  

To be eligible for an exchange or store credit on hard good items, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

For exchanges of shipping orders, the customer is responsible for all associated shipping fees.

You can always contact us for any return questions at retail@penelopepots.com.

Damages and Issues 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.  Please note that we must be notified within the 10-day exchange period via retail@penelopepots.com.

Exceptions / Non-Returnable Items 
Certain types of items cannot be returned, such as:

• Perishable goods (such as plants, food, flowers, and dried flowers)
• Custom products (such as special orders, custom pot plantings, or personalized items)
• Large products (such as pots, or delivered pots)  
• Personal care goods (such as beauty products)

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns or exchanges on sale items or gift cards.

Refunds 

We do not offer refunds on hard goods.  All returns will be issued a store credit, or an exchange for another items can be made at that time.