Editable document. This policy describes how PENS MAR LLC intends to operate. Items marked “to be confirmed” depend on services that are still being configured and should be reviewed, completed, and approved before publication.
1. Our approach
If an item arrives damaged, incorrect, or not as described, contact us and we will make it right. Return requests for other reasons are reviewed individually while our standard return window is being finalized.
2. Return window
To be confirmed: the number of days after delivery within which a return can be requested. Until this is published, please contact us as soon as you notice a problem.
3. Condition of returned items
- Items should be unused and in their original packaging where possible.
- Include the order number so we can match the return to your purchase.
- Damaged or incorrect items should be reported with photos where practical.
4. How to request a return
Email contact@pensmarllc.site or use the contact form with your order number and a short description of the issue. We reply with return instructions and the return address before you ship anything back.
5. Return shipping costs
Where a return is caused by an error on our side, we cover return shipping. To be confirmed: who pays return shipping for change-of-mind returns.
6. Refunds
Approved refunds are issued to the original payment method once the returned item is received and checked. To be confirmed: refund processing time, which depends on the payment provider.
7. Exchanges
Exchanges are possible when the replacement item is available. Contact us and we will confirm what can be exchanged before you return the original item.
8. Cancellations
An order can usually be cancelled before it is dispatched. Contact us as soon as possible with your order number.
9. Return address
Do not ship items back before contacting us. Once your return is approved, we confirm the correct return address in writing. Our business address is 1209 Mountain Rd Pl NE, Ste R, Albuquerque, NM 87110, United States.