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WORLDWIDE RETURN & REFUND POLICY

Last Updated: 25.11.2025

PenoHomeDecor – Global Sales

Thank you for shopping at PenoHomeDecor.
All of our textile and curtain products are custom-made, produced individually and according to the exact measurements provided by each customer.
For this reason, our return and refund policy follows international custom-made product regulations.

1. Custom-Made Production Policy

All products on our website are manufactured according to the customer's:

  • specific measurements

  • selected fabric

  • color choices

  • pleat style

  • customization preferences

Therefore, each item is unique to the buyer and cannot be resold or reused.

2. Non-Returnable & Non-Refundable Items

Because products are custom-produced, returns and refunds are not accepted, except in cases where PenoHomeDecor is at fault.

The following reasons are not eligible for return or refund:

  • Wrong measurements provided by the customer

  • Change of mind

  • Color differences due to screen/monitor settings

  • Incorrect style selection by the customer

  • Failure to verify product descriptions before ordering

3. Eligible Return Cases (Our Fault Only)

A return or refund is possible only if the mistake is caused by us, including:

✔ Incorrect size (manufactured differently from the customer's order)

✔ Wrong fabric or color shipped

✔ Production defects

✔ Damage caused before shipping

✔ Wrong item sent

In such cases, we will:

  • remake the item free of charge,
    or

  • offer a full refund,
    after verifying the issue with clear photo/video proof.

4. Reporting a Problem (Time Limit)

Customers must report any issue within 48 hours of receiving the order.

To report a problem, email us at:
📩 [email protected]

Include:

  • Order number

  • Detailed description

  • Photos or videos showing the issue

Claims without evidence cannot be processed.

5. Damaged or Lost Shipments

If a package is damaged during shipping:

  • The customer must report the issue on the day of delivery.

  • A photo of the damaged packaging and product is required for carrier insurance.

  • We will remake or refund the product after carrier approval.

6. Incorrect Measurements Provided by Customer

If the customer provides wrong measurements, the product cannot be returned, exchanged, or refunded.

However, we may offer:

  • A remake with a discounted fee

  • Assistance to repair locally

This is handled case by case.

7. Refund Method & Timing

Approved refunds are issued to the original payment method.

Processing time:

  • 5–10 business days (depending on bank/payment provider)

  • International transfers may take longer

Shipping fees are non-refundable, except when we are at fault.

8. Exchanges

Exchanges are possible only when the mistake is ours.
Otherwise, custom-made items cannot be exchanged.

9. Return Shipping Instructions

If a return is approved:

  • We will provide a return address

  • The item must be shipped unused and in original condition

  • Tracking number must be provided

  • Unauthorized returns will not be accepted

10. Final Statement

By placing an order on PenoHomeDecor, you acknowledge and accept this Worldwide Return & Refund Policy, including the rules regarding custom-made products.