Refund & Return Policy

Effective Date: 01-05-2018
Last Updated: 14-06-2025

At Peneu, we are committed to ensuring that every customer has a safe, reliable, and satisfactory experience while shopping through stores hosted on our platform. As a service provider, Peneu enables individual businesses to operate their own online stores using our tools and technology. We do not sell, ship, or manage physical products directly. All products, returns, and refunds are handled by the respective merchants.

This policy provides a general guideline for refunds and returns on stores powered by Peneu.

1. Applicability

This Refund & Return Policy applies to:

• Customers who purchase products or services from stores built using the Peneu platform

• Merchants who use Peneu to manage their online business

• Situations involving returns, exchanges, cancellations, or refund requests

Peneu does not process refunds directly. All refunds are initiated and managed by the individual sellers as per their own return policy. However, Peneu may assist in resolving disputes when required.

2. General Return Conditions

Most stores on Peneu allow product returns under the following conditions:

• The item must be unused and in original packaging

• The return request must be made within 7 to 10 days of receiving the product

• Certain items such as perishables, cosmetics, customized goods, or digital products may not be returnable

Return eligibility is determined by the individual merchant’s return policy, clearly mentioned on their product or policy page.

3. Refund Eligibility

Refunds are generally applicable under the following scenarios:

• The product is defective or damaged on delivery

• The product is not as described

• The item is missing from the package

• The order is cancelled before shipping

• The seller is unable to deliver the product due to service issues or stock-out

Refunds are not applicable for:

• Change of mind after delivery

• Products used, damaged by the customer, or missing original packaging

• Delay caused by courier or natural disruptions (unless unacceptable or excessive)

4. How to Request a Return or Refund

1. Contact the seller/store where you placed the order

2. Provide:

   • Order ID

   • Reason for return/refund

   • Photos of the product (if damaged)

3. If not resolved within 48–72 hours, contact Peneu Support at:
   📧 [email protected]

5. Refund Method

Once approved by the merchant, refunds are processed as follows:

Refund will be initiated to the original mode of payment unless otherwise agreed by the customer and seller.

6. Exchange Policy

Some merchants may offer product exchanges in case of:

• Size mismatch

• Faulty item

• Wrong product delivered

Exchanges are subject to stock availability and seller policy. Exchanges follow the same timelines and communication process as refunds.

7. Cancellations

Customers can cancel an order if:

• It has not been shipped

• The seller has not marked it as "in transit"

Once the product is shipped, cancellation is not guaranteed. In that case, the customer may wait for delivery and request a return.

8. Non-Returnable / Non-Refundable Products

Following products are typically non-returnable:

• Perishable items (food, flowers, etc.)

• Customized or made-to-order products

• Personal hygiene products (toothbrushes, razors, etc.)

• Downloadable or digital items

• Gift cards or store credits

Each merchant must clearly mark such items as “non-returnable” on their product pages.

9. Dispute Resolution

If a customer and a merchant cannot agree on a refund or return, Peneu offers dispute support.

• Submit your complaint to: [email protected]

• Attach:

  • Order ID

  • Description of the issue

  • Supporting documents (screenshots, chats, etc.)

Peneu’s dispute team will investigate and recommend an action within 5 business days, though final resolution may depend on merchant cooperation.

10. Fraudulent Claims

Peneu reserves the right to suspend or ban accounts that:

• Repeatedly misuse the return/refund feature

• Submit false or exaggerated complaints

• Attempt to defraud merchants or customers

Fraudulent claims will be investigated and may lead to permanent account deactivation.

11. Responsibility of Merchants

Merchants using Peneu are required to:

• Maintain a clear Return & Refund Policy on their store

• Respond to refund/return requests within 48 hours

• Process valid returns/refunds within 5–7 days of item receipt

• Keep proof of shipping, tracking, and delivery

Failure to comply may result in suspension of seller account from the Peneu platform.

12. Peneu’s Role

As a service provider, Peneu does not guarantee refunds but offers:

• Secure platform for seller-customer communication

• Escalation support

• Payment channel integration

• Transparent documentation

13. Updates to this Policy

This Refund & Return Policy may be updated to reflect:

• Changes in the law

• Platform updates

• Seller feedback

Customers and merchants are encouraged to review the policy periodically. Continued use of Peneu implies agreement to the latest terms.

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