Refund policy
Overview
This policy applies to all purchases made from Penumbra Hobbies and should be read alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For any questions, contact us at penumbrahobbies@gmail.com or write to us at: 6 Bowerman Avenue, London, SE14 6JG.
Your 14-Day Statutory Right to Cancel (UK Law)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days without giving any reason. This applies to all online purchases and is separate from our voluntary 30-day returns policy below.
The 14-day cancellation period begins the day after you, or a nominated person, receives the goods.
To cancel, you must notify us by a clear written statement before the 14-day period expires — email is fine: penumbrahobbies@gmail.com. You must return the goods to us within 14 days of telling us you wish to cancel.
We will refund all payments received from you, including the cost of standard outbound delivery, within 14 days of receiving the goods back or evidence that you have returned them, whichever is earlier. We will refund using the same payment method you used originally. You are responsible for the cost of return postage under this right, unless the goods are faulty or incorrect.
Our Voluntary 30-Day Returns Policy
In addition to your statutory rights, we offer a 30-day change-of-mind returns window. You have 30 days from the date you receive your item to request a return.
To be eligible under this policy, your item must be in the same condition as received — unworn or unused, with tags, and in its original packaging — and you must provide a receipt or proof of purchase.
To start a return, contact us at penumbrahobbies@gmail.com. If your return is accepted, we will send you a return shipping label and instructions. Items sent back without first requesting a return will not be accepted.
Faulty, Damaged, or Incorrect Items — Your Statutory Rights
Your rights under the Consumer Rights Act 2015 are entirely separate from the policies above and cannot be limited by them.
Within 30 days of purchase: If your item is faulty, not as described, or unfit for purpose, you have the right to a full refund. We will cover return postage costs in this case.
Between 30 days and 6 months: You are entitled to a repair or replacement. If we cannot repair or replace the item, or if the repair or replacement fails, you may be entitled to a full or partial refund.
Between 6 months and 6 years: You may still have a right to a remedy if you can demonstrate the fault existed at the time of delivery.
Please inspect your order upon receipt and contact us immediately at penumbrahobbies@gmail.com if anything is defective, damaged, or incorrect.
Non-Returnable Items
The following items cannot be returned under our voluntary 30-day policy: perishable goods (such as food, flowers, or plants), custom or personalised products, sealed personal care goods that have been opened, hazardous materials, flammable liquids or gases, and gift cards.
Important: These exclusions apply only to our voluntary returns policy. They do not affect your statutory right to a refund, repair, or replacement for faulty or misdescribed goods under the Consumer Rights Act 2015. Sale items retain full statutory rights — the exclusion of change-of-mind returns on sale items does not affect your legal rights if those items are faulty.
Exchanges
The quickest way to exchange an item is to return it under this policy, and once the return is accepted, place a new order for the replacement item.
Customers Shipping from the European Union
If your order is being delivered to an EU address, you also have the right to cancel your order within 14 days for any reason under the EU Consumer Rights Directive. The same condition requirements apply. Contact us at penumbrahobbies@gmail.com to initiate a cancellation.
Refunds
We will notify you once we have received and inspected your return and confirm whether your refund has been approved. If approved, you will be refunded to your original payment method. Please allow up to 10 business days for the refund to appear, as banks and card providers may take additional time to process it.
If more than 15 business days have passed since your refund was approved, please contact us at penumbrahobbies@gmail.com.