Returns & Refunds

# Returns & Refunds Policy

Last updated: August 9, 2026

At PenArtTR, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains the conditions and procedures for returns, exchanges, and refunds.

## 1. Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return:

- The item must be unused and in its original condition.
- The item must be returned in its original packaging, where applicable.
- Proof of purchase or your order number must be provided.

To request a return, please contact us at support@penarttr.com before sending the product back.

Returns sent without first contacting us may delay the return and refund process.

## 2. Non-Returnable Items

The following items may not be eligible for return unless they arrive damaged, defective, incorrect, or applicable law provides otherwise:

- Customized or personalized products;
- Products that have been used or altered after delivery;
- Products damaged due to improper use or handling by the customer;
- Gift cards, if applicable.

Nothing in this policy is intended to limit any mandatory consumer rights provided under applicable law.

## 3. Return Procedure

To start a return, please contact us at:

support@penarttr.com

Please provide:

- Your order number;
- The reason for the return;
- Any relevant photos if the product is damaged, defective, or incorrect.

If your return request is accepted, we will provide you with return instructions and the applicable return address.

Please do not send products to an address without first contacting us and receiving return instructions.

## 4. Return Shipping

For returns that are not related to a damaged, defective, or incorrect product, customers are responsible for return shipping costs unless otherwise required by applicable law.

If the product arrives damaged or defective, or if we sent you an incorrect item, PenArtTR will provide an appropriate solution and cover reasonable return shipping costs where a return is required.

We recommend using a trackable shipping service when returning an item.

PenArtTR is not responsible for return shipments that are lost in transit when the customer is responsible for arranging the return shipment.

## 5. Damaged, Defective, or Incorrect Orders

Please inspect your order after delivery.

If you receive a damaged, defective, or incorrect item, please contact us as soon as possible, preferably within 7 days of delivery, at support@penarttr.com.

Please include:

- Your order number;
- A description of the issue;
- Clear photographs of the product;
- Photographs of the packaging where relevant.

We will review your request and provide an appropriate solution, which may include a replacement, exchange, repair, or refund depending on the circumstances and applicable law.

## 6. Refund Process

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

Please allow approximately 5–10 business days after the refund is processed for the funds to appear in your account. Processing times may vary depending on your bank or payment provider.

Original shipping charges may not be refundable unless the return results from a damaged, defective, or incorrect item, or where otherwise required by applicable law.

## 7. Exchanges

If you wish to exchange an eligible item, please contact us at support@penarttr.com before returning the product.

Exchange requests are subject to product availability.

If the requested replacement product is unavailable, we may offer an alternative solution or refund where appropriate.

## 8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@penarttr.com.

We will make reasonable efforts to process cancellation requests before the order has been prepared or shipped.

Once an order has been shipped, cancellation may no longer be possible and the applicable return conditions in this policy will apply.

Customized or personalized orders may not be eligible for cancellation once production or customization has started.

## 9. European Economic Area Consumer Rights

Where applicable, consumers located in the European Economic Area may have a legal right to withdraw from certain distance purchases within 14 days without providing a reason.

Any applicable statutory exceptions, including exceptions that may apply to personalized or made-to-order products, remain applicable.

Nothing in this policy limits rights that consumers may have under mandatory consumer protection laws.

## 10. Contact Us

For questions about returns, exchanges, refunds, or cancellations, please contact us:

PenArtTR

Ünalan Mah. Alaca Sok. No: 8 D:2
Üsküdar, İstanbul 34700
Türkiye

Email: support@penarttr.com
Phone: +90 553 736 53 57
Website: https://penarttr.com