Shipping and Returns

Domestic Shipping:

WE OFFER FREE SHIPPING ANYWHERE IN INDIA (on orders above INR 2000). Please allow 1-3 working days for your order to be dispatched. Normally orders placed before 1pm on a business day, we aim to ship the same day, providing card security checks are complete, payment received and stock availability is confirmed. Orders placed after 1pm will be shipped the next business day. Orders Received on Sunday or during Holidays are dispatched the following Monday or next working day. During busy times, such as holiday periods, there can be processing and shipping delays.

 The orders cannot be shipped to PO boxes or military addresses, rural domestic addresses require one or more additional days to deliver. Orders requiring engraving or any customization will require additional time and will be shipped in 10 working days.


Tracking:

An e-mail containing your package tracking information will be sent after shipment.

Please mail us at support@penavo.com for any queries.

Cancellation of Order by User:
• Cancellation of order within 6 hours without penalty, except the 4% Bank Charges

After placing an order, customer can only cancel the order if the order state is showing as "pending" under Order History. Cancellations have to be made within (maximum) 6 Hours of placing an order. For canceling your order, you will have to get in touch with our Customer Support Team by sending an email giving your Order Number.

General Scenario:
In case we receive a cancellation e-mail and till that time the order has already been "processed" by us, the order cannot be cancelled. 'Penavo' has complete right to decide whether an order should be cancelled or not. Also, the customer agrees not to dispute the decision made by www.penavo.com and accept www.penavo.com decision regarding the cancellation.

Cancellation of Order by Penavo:
'Penavo' reserves the right to refuse or cancel any order placed for a product that is listed at an incorrect price or for any other reason. This shall be regardless of whether the order has been confirmed and/or payment been received. The 100% payment shall be refunded and the User shall be informed of the same.

If a non-delivery or late delivery occurs due to a mistake by the User (i.e. wrong or incomplete name or address or recipient not available or any other related reason) any extra cost spent by 'Penavo' for re-delivery shall be claimed from the User.

Replacement/ Return Policy by 'Penavo' :

In 7 days except the following:
1. Items that have been used or opened
2. An item not returned in the condition it was received.
3. Any item received by us in a damaged condition.
4. Items sourced or delivered outside India.
5. Jewellery [ with exception if the product is not the same as ordered or any manufacturing defect ]


We take stringent measures to ensure that the items delivered to you are in perfect condition. However, there is a remote possibility that:
• the item may be damaged during transit
• or there might be a manufacturing defect
• or that a wrong item is delivered to you

In only such cases as given above, we will replace the item at no extra cost, provided that the request for replacement / return of item is made within the stipulated time-frame as given below. No returns or replacements will be allowed after the order is processed, except for the reasons given above.

To get a replacement, email us your Order Number and the Reason for returning. Only after receiving our confirmation for the return, you are requested to send the item back to us. We will then arrange for the replacement of the item through our logistics partner. We shall not be responsible for any items sent to us for return / replacement without our confirmation.

Our Return Policy:
• Replacement request must be made within 7 days of purchase and must not be part of above list
• There are no extra shipping charges for the delivery of replacement items for the reasons mentioned above.
• In case of a replacement, our logistics partners will attempt delivery of the items thrice. In case the delivery is not executed during all the three attempts, due to recipient not available / premises locked, etc., the customer shall still be charged for the order.


Refund Policy by 'Penavo' :

Cases of goods unavailability or service problem:
• If the item sent for replacement is not available, we will try to give you best possible alternatives, but at the end choice of customer will be final.
• If the order is confirmed by us and order is not able to ship the product on time, then we give refunds to customer, if customer demands.
• 100% refund will be given, if product is not available or vendor is not able to ship the products

• For courier products, If the delivery address is out-side the service area, then only 100% refund will be given.

Mode of Refund:

Customer can choose between Money Refund or Store Credits.

Prepaid Order: All refunds for prepaid orders are processed via payment reversal and the amount is credited in the same account from which the payment was made.

COD: All refunds will be processed via online transfer to the account number that you have provided to us at the time of return request

Items Damaged in Shipping:

'Penavo' is not responsible for items lost or damaged in shipping. However, all packages are insured; if your item is lost or damaged, please hold onto the item, with the original packaging, and call us immediately at+91 8878475553  or mail us at support@penavo.com. We will contact Courier Company on your behalf and file an insurance claim. Once courier company has approved and paid the claim to 'Penavo', we will forward the applicable amount to you (note: original insurance cost is not refundable).


An email notification will be sent once the return has been processed.