Refund policy

Return Policy

We want to ensure that you are fully satisfied with your purchase. That is why we offer a return policy that allows you to return your order within 30 days after receipt.

Return Conditions

Return period: You have 30 days to return your product starting from the day of receipt.

Product condition: Returned items must be unworn, undamaged, and in their original packaging in order to be eligible for resale.

Exceptions: Some items are excluded from returns, including:

Hygiene products such as underwear, bras, tights, and cosmetics

Made-to-order or personalized products

Items that cannot be returned due to their nature

Order Cancellation

Cancellation period: You may cancel your order within 1 hour after placing it. After this period, cancellation is no longer possible.

PayPal order cancellation: The cancellation rule applies only to PayPal orders.

Credit card orders: No cancellations are possible.

Return Process

Return request: Send an email to info@pemberton-house.com to request a return. Provide your details, order number, and include clear photos or videos in case of defects or damage.

Return shipment: Once your return is approved, you will receive instructions for returning the items. Please ensure that the items are returned in perfect condition and meet all return conditions.

Return location: We operate multiple warehouses (including in China and other countries), so you must return the item to the same warehouse from which it was shipped in order to ensure faster processing.

Shipping costs: Return shipping costs are the responsibility of the customer and are non-refundable.

Proof of shipment: Remember to send us proof of shipment by email, preferably by replying to the previous contact email.

Damaged Products

If a product is damaged upon receipt, we will offer a free replacement. Please provide photos or videos clearly showing the damage.

Refunds

Refunds for returned items will be processed within 2 to 5 business days after the returned items are received by the supplier.

Notes

We are not responsible for incorrect addresses or issues occurring during the delivery.

We reserve the right not to issue a refund if the return conditions are not met.

Please note that, where applicable, your items may need to be returned to one of our warehouses, which may be located internationally depending on where the product is in stock.