Return Policy
RETURN & REFUND POLICY
At penqiro, we aim to provide customers with a fair, straightforward, and transparent process for managing product returns, refunds, exchanges, cancellations, and after-sales concerns.
This Return & Refund Policy outlines the requirements for returning eligible products, the steps involved in submitting a request, the responsibilities associated with return shipping, and the procedures used to process approved refunds.
We encourage customers to review the following information before initiating a return or refund request.
1. RETURN ELIGIBILITY AND 180-DAY RETURN WINDOW
At penqiro, eligible purchases may be returned within 180 calendar days of the delivery date, subject to the conditions described in this policy.
For a standard return to qualify, the following requirements generally apply:
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The return request must be submitted within 180 calendar days after delivery.
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The item must remain unused and in its original or substantially similar condition.
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Original packaging, accessories, and included components should be provided where applicable.
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Valid proof of purchase, such as an order number or confirmation email, must be available.
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Any product-specific return conditions clearly disclosed before purchase must be satisfied.
Products that do not meet these conditions may be ineligible for standard returns unless applicable consumer protection laws require otherwise.
Important: The 180-day return period refers to the time available to request an eligible return. It does not automatically mean that every return includes complimentary return shipping.
Return shipping responsibility is determined by the reason for the return and any applicable free-return offer.
2. HOW TO START A RETURN
If you would like to return a purchased item, please contact our customer support team before sending the product back.
Customer Support Email:
Business Phone:
+86 13317154790
To help us review your request efficiently, please provide:
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Your order number;
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The name or description of the item;
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The reason for requesting a return;
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Relevant photographs or videos, particularly for damaged, defective, incorrect, or materially different products.
Our customer support team will review your request and explain the next steps.
If your return is eligible, we will provide the designated return address and relevant shipping instructions.
Please obtain return instructions from our support team before shipping any item back.
This procedure does not restrict any mandatory consumer rights.
3. RETURN ADDRESS AND SHIPPING INSTRUCTIONS
The address designated for receiving returned merchandise may differ from our registered business address.
Once a return request has been reviewed and authorized, our customer support team will provide the appropriate return destination and any necessary instructions.
Please do not send products directly to our registered business address, suppliers, or manufacturers unless our support team specifically instructs you to do so.
Sending an item to an incorrect or unauthorized location may result in processing delays.
We recommend keeping your return shipping receipt and tracking information until the return has been completed.
4. RETURN SHIPPING COSTS
Return shipping expenses depend on the circumstances surrounding the request.
Returns Based on Customer Preference
Customers may request eligible returns for reasons such as:
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Changing their mind after purchasing;
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Ordering an incorrect product;
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Selecting the wrong size, color, quantity, or variation;
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No longer needing the purchased item;
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Other personal preferences unrelated to product defects or fulfillment errors.
For these returns, customers are generally responsible for applicable return shipping charges unless a specific free-return shipping offer applies.
Damaged, Defective, Incorrect, or Misdescribed Items
If a product arrives damaged, defective, incorrect, incomplete, or materially different from its advertised description, penqiro will provide an appropriate solution without additional costs caused by our error.
Depending on the circumstances, the resolution may include a replacement, refund, or authorized return.
If returning the affected product is necessary to resolve a qualifying defect or fulfillment error, we will cover the required return shipping expenses.
Restocking Fees
penqiro does not charge restocking fees for eligible returns.
5. DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS
If you experience a problem with a delivered order, please notify our customer support team as soon as reasonably possible.
Email: service@penqiro.com
When contacting us, please include your order number, a description of the issue, and relevant photographs or videos where available.
If the product was damaged during delivery, photographs of the original packaging may help us investigate.
After reviewing the available information, we may offer:
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A replacement product;
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An eligible refund;
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An authorized return;
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Another appropriate customer service resolution.
Our review will consider the nature of the issue, the supporting information provided, and applicable consumer protection requirements.
Nothing in this section limits rights or remedies that cannot legally be excluded.
6. REFUND PROCESSING TIME
After an authorized return has been received, we will inspect the product and assess whether it satisfies the applicable return conditions.
Customers will be notified of the refund decision after the review has been completed.
For approved returns, refunds are generally issued to the original payment method within 5–10 business days after the returned item has been received and inspected.
The time required for refunded funds to appear may vary depending on the bank, card issuer, or payment service provider.
For approved refunds that do not require a product return, we generally initiate the refund within 5–10 business days after approval.
Any shorter refund deadline required by applicable law will take precedence.
7. REFUNDS NOT RECEIVED
If you have received confirmation that your refund was issued but the funds have not appeared, please check the original payment account.
You may also contact your bank, card issuer, or payment provider to determine whether additional processing time is required.
If you still cannot locate the refund, please contact:
Include your order number and any available refund confirmation details.
Our support team will review the information and assist with the next steps.
Please do not send complete payment card numbers, passwords, or card security codes by email.
8. ORDER CANCELLATIONS
If you wish to cancel an order, please contact us as soon as possible.
Customer Support Email:
Please include your order number and a clear description of your cancellation request.
Cancellation requests are generally easier to accommodate before an order enters fulfillment or shipment preparation.
Once processing, packaging, or shipping arrangements have progressed, cancellation may no longer be possible.
Orders that have already been dispatched generally cannot be cancelled through the standard cancellation process.
After delivery, customers may request an eligible return in accordance with this policy.
If an order is successfully cancelled after payment has been collected, the applicable refund will be issued to the original payment method.
Approved cancellation refunds are generally initiated within 5–10 business days after approval.
Nothing in this section limits cancellation rights required by applicable law.
9. RETURNS THAT MAY NOT QUALIFY
A standard return request may be declined under circumstances including:
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The request is submitted after the applicable 180-day return period;
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The product has been materially altered, damaged, or misused after delivery;
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The item does not meet the applicable return eligibility requirements;
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Valid purchase information cannot be verified;
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The item was sent to an unauthorized return address and cannot reasonably be located;
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Additional product-specific return restrictions disclosed before purchase apply.
If a return does not qualify, our customer support team will explain the reason and any available alternatives.
These conditions do not override mandatory consumer rights relating to defective, damaged, incorrect, incomplete, or misdescribed products.
10. REFUND METHOD
Approved refunds are generally returned to the original payment method used to complete the purchase.
Refunds are not normally transferred to a different credit card, bank account, digital wallet, or payment account unless required by applicable law or otherwise agreed.
If the original payment method is no longer available, please contact our customer support team to discuss the available options.
11. EXCHANGES AND REPLACEMENTS
Depending on product availability and the circumstances of the request, penqiro may offer an exchange or replacement for an eligible item.
Exchange and replacement arrangements may depend on:
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Product availability;
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The condition of the original product;
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The reason for the request;
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Relevant order details;
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Applicable consumer rights.
If an item arrives damaged, defective, incorrect, or materially different from its description, we will review the available remedies and provide an appropriate resolution.
A replacement will not override a customer's right to a refund where applicable law provides one.
For assistance, please contact:
12. RETURN AUTHORIZATION
Before sending an item back, customers should contact our customer support team to receive the appropriate return instructions.
After reviewing an eligible request, we will provide:
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Return authorization or confirmation;
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The designated return address;
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Relevant packaging and shipping instructions;
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Any additional information required to complete the return.
Please retain your return shipping receipt and tracking number until the process has been completed.
If you experience difficulties completing an authorized return, contact our support team for assistance.
13. CONSUMER RIGHTS
This policy describes the standard procedures for returns, refunds, exchanges, replacements, and cancellations at penqiro.
Nothing in this policy is intended to exclude, waive, or improperly restrict consumer rights, warranties, guarantees, or remedies that cannot legally be limited.
Where mandatory legal requirements provide additional protections, those requirements will apply.
14. CONTACT INFORMATION
For assistance with returns, refunds, cancellations, exchanges, damaged products, incorrect orders, missing items, or other after-sales matters, please contact us.
Brand Name:
penqiro
Legal Company Name:
Hubei Tengchangbei Network Technology Co., Ltd.
Website:
Business Address:
Room 407, 4th Floor, Building 4
Xudong Shihua Residential Community
No. 524 Youyi Avenue
Heping Subdistrict, Hongshan District
Wuhan, Hubei Province, China
Customer Support Email:
Business Phone:
+86 13317154790
Customer Service Hours:
9:00 AM – 6:00 PM, China Standard Time (UTC+8)
For inquiries regarding an existing purchase, please include your order number and a brief description of your request.
penqiro is owned and operated by Hubei Tengchangbei Network Technology Co., Ltd.