Welcome to penastarimports, we aim to provide an extensive range of high quality, trendy fashion clothing, together with a professional service dedicated to our valued customers from all over the world.
In order to guarantee our customers an amazing shopping experience, all items are individually inspected by our Quality Control Team before shipment. Our Customer Support Center is always at your service.
30 Day Returns Warranty
If for any reason you are dissatisfied with any item(s) purchased from penastarimports.com, simply contact our Support Center. You can return the product within 30 days after receiving the delivery. We will always offer the best solution for our customers.
Get a Solution
Steps to contact us:
Please contact us immediately at our Support Center describing the issue in detail, including the return reason, along with your order number and SKU product number. For defective, incorrect or not as described items, please send us a clear picture or video of the problem. Please keep the picture below 10 MB.
Our Solutions:
1.penastarimports’s responsibility
If our company is responsible for the issue, we will allow a return to us for a refund and/or an exchange.
Once we receive the item, we will offer compensation or resend for free a replacement at our expense.
2.Customer’s responsibility
If the customer has ordered an incorrect size, product or simply wants to exchange the item, we can also allow a return.
The customer is responsible for the shipping fee for an exchange, and we will refund the original product cost upon receiving the returned item. All shipping fees are non-refundable.
Notes about Warranty
– Unless there was a mistake on our part; our warranty does not apply to the following product categories: swimwear, lingerie, earrings, and clearance items, any discounted items and Virus Prevention items including : All masks, disposable protective clothing and other protective gear that comes in direct contact with skin of humans and animals. If penastarimports made a mistake, we will always resolve the issue to your satisfaction.
-Clearance items cannot be returned,they are not eligible for refund, exchange, or store credit.
– All returned items must be in brand new condition, unused/unworn, unwashed, with all original tags and their original packaging intact to be eligible for compensation.
– All returns must first be approved by our Customer Service Team, if approved, you will be provided with an RMA form. Returned items without a corresponding and filled RMA form and/or not matching the requirements listed above will not be accepted.
Please DO NOT return your item to any other addresses of penastarimports, as the published addresses online and the shipping address on the package you received ARE NOT our returns address.
-All returns must be shipped via Postal Service, returns shipped via other services will incur brokerage fees and/or duties which will be deducted from the credit/refund you will receive. Returned items must be declared as “Returned Goods” in the customs section of the return label. Furthermore returns that are not properly declared may incur additional fees.
-Please kindly use a postal service that is trackable. In the event of package loss or package damage during transit we will not be responsible in such cases. Therefore we recommend adding insurance to your returned package to secure its safekeeping.
-For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back, and depending on stock availability. -For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details: -Wallet refunds will take up to 24 hours to process and appear in your penastarimports account.
-PayPal refunds may take up to 48 hours to process and appear in your account.
-Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries. For some debit and credit card refunds to original payment account cannot be made. In such cases, we will request customers to provide us with a PayPal account in their name to complete refunds. Thank you for your understanding.
-Returns must be sent at the customer’s expense, C.O.D. returns are not accepted. In cases where penastarimports sent a defective or a wrong item, return shipping fees will be refunded to the customer upto 30% of the product value.