Refund and Returns Policy
Last updated: May 17, 2026
This Refund & Returns Policy applies to orders placed at www.penelopeluz.com, sold by PENELOPE LUZ INDIE BRAND, LLC (the "Seller", "we", "us").
Please read this policy together with our Shipping Policy, How Our Store Works, and Terms of Service.
1. No standard returns
Because we do not yet hold inventory in the United States, we do not accept general returns or exchanges. We cannot accept polishes back for resale.
We review every customer complaint on a case-by-case basis and, at our discretion, may issue a refund, replacement, or store credit when a problem is our responsibility.
2. Pre-order cancellation (before production)
You may cancel a pre-order at any time before day 16 of the order month (end of day 15, US Central time), which is when production begins in Brazil. Orders placed on day 15 are eligible for cancellation through the end of that same day.
To cancel, email contact@penelopeluz.com from the email address used for the order and include your order number.
Cancellation refund
When we cancel a pre-order before production:
- Product price + applicable sales tax are refunded in full.
- Refunds may be reduced by Shopify / payment processing fees that the payment provider does not return to us.
- Domestic USPS shipping is non-refundable if a shipping label has already been purchased for your order. If no label has been purchased, domestic shipping is refunded in full.
Refunds are issued to the original payment method. Processing time depends on your bank or card issuer.
After day 15
After end of day 15 US Central, production has started and orders can no longer be cancelled. Any later issue is handled under the sections below.
3. Damaged, leaked, or broken on arrival
If your polish arrives damaged, leaked, or broken during domestic USPS delivery, contact us within 7 days of delivery at contact@penelopeluz.com and include:
- Your order number
- A clear photo of the affected bottle(s) and the outer package
- A short description of the issue
We will offer, at your choice:
- A refund for the affected item(s), or
- A replacement for the affected item(s) in a future batch (when production allows).
We may, at our discretion, ask you to keep, return, or dispose of the damaged item. Return shipping, if requested by us, is at our cost.
4. Missing items from the international batch
If your shipment arrives but some items from your order are missing, contact us within 7 days of delivery. You may choose:
- A refund for the missing items, or
- A replacement for the missing items in a future batch.
5. Lost international batch
If FedEx officially reports the international batch as lost before it reaches our US dispatch, we will produce and ship a replacement batch at no extra cost to you. We will keep affected customers informed by email.
6. Lost domestic shipment
If USPS tracking shows your package as lost after dispatch from our Mobile, AL location, contact us at contact@penelopeluz.com with your order number. We will work with USPS and, when appropriate, issue a refund or replacement at our discretion.
7. Wrong shade or change of mind
Because product appearance can vary slightly between screens and lighting, change of mind, wrong shade selection, or unmet expectations are not covered by this policy. We do not accept returns for these reasons.
Please review product photos and descriptions carefully before placing your order.
8. Refused or undeliverable packages
If a package is refused at delivery or returned to us as undeliverable due to an incorrect address provided at checkout, we will contact you to arrange reshipment; you may be responsible for the additional domestic shipping cost.
9. How to request a refund or replacement
Email contact@penelopeluz.com from the email address used for the order, with:
- Your order number
- A description of the issue
- Photos when relevant (damage, leak, missing items)
- Whether you prefer a refund or replacement (when both are offered)
We aim to respond within a few business days.
10. Discretion
All refunds, replacements, and store credits described in this policy are issued at the store's discretion based on the circumstances of each case.
11. Contact
See also: How Our Store Works · Shipping Policy · FAQ
