Returns, Refunds & Exchanges

Return, Refund & Exchange Policy

This policy explains how returns, refunds, exchanges, cancellations, faulty items, and UK/Ireland customer requests are handled by Pehnawa Ethnics.

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Return Window Online customers may request a return within 14 days of receiving their order.

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Refund Timing Approved refunds are processed within 14 days after we receive and inspect the return.

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Return Condition Items must be unused, unworn, unwashed, undamaged, and in original condition.

Policy Summary

Policy Area	Details
Return request window	Within 14 days from the date your order is delivered.
Return shipping cost	Customer pays return shipping unless the item is faulty, damaged, or incorrect.
Refund method	Refunds are issued to the original payment method where possible.
Refund processing time	Within 14 days after we receive and approve the returned item.
Exchange option	Exchanges depend on stock availability, item condition, and eligibility.
Non-returnable items	Customised, altered, worn, washed, damaged, final sale, clearance, or hygiene-sensitive items may not be returnable.

1. Online Return Rights

If you purchased online from Pehnawa Ethnics, you may request to return eligible items within 14 days of receiving your order.

To be accepted, returned items must be in original saleable condition. This means the item must be unused, unworn, unwashed, unaltered, undamaged, free from perfume, makeup, deodorant marks, pet hair, odours, and returned with original tags, packaging, labels, and accessories where applicable.

2. How to Request a Return

Please contact us before sending any item back. Returns sent without approval may be delayed or refused.

Email us at info@pehnawaethnics.ie or WhatsApp us at +353 89 258 2973.
Send your order number, full name, email address, product name, and reason for return.
Wait for return instructions from our team.
Pack the item safely in its original condition and packaging.
Use a tracked courier service and keep your postage receipt until the return is completed.

3. Return Address

Returns must only be sent after approval from our customer service team.

Pehnawa Ethnics
Clondalkin Industrial Estate,
Dublin 22, D22 Y224,
Ireland

4. Refund Policy

Once we receive your returned item, our team will inspect it. If the return is approved, we will process your refund to the original payment method where possible.

Approved refunds are normally processed within 14 days after we receive the returned item. Your bank, card provider, PayPal, Stripe, or payment provider may take additional time to show the refund in your account.

Standard delivery charges may be refunded where required by applicable consumer law. Extra delivery services, express shipping, gift wrapping, or premium delivery upgrades may not be refundable unless required by law.

5. Exchange Policy

We may offer exchanges where the item is eligible and the requested replacement is available. Exchanges are not guaranteed because stock can change quickly, especially during Eid, wedding season, and festive periods.

If the replacement item is more expensive, the customer must pay the price difference. If the replacement item is cheaper, we may refund the difference or offer store credit, depending on the case.

6. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, contact us as soon as possible after delivery.

Please send:

Your order number
Clear photos or video of the issue
Photos of the packaging if the parcel arrived damaged
A short explanation of the problem

If the issue is confirmed, we will offer a suitable solution, which may include replacement, repair, exchange, refund, or return shipping support depending on the case.

7. Items That Cannot Be Returned

Some items may not be eligible for return or exchange, including:

Items that have been worn, washed, used, altered, damaged, or stained
Items with perfume, makeup marks, deodorant marks, body odour, smoke smell, or pet hair
Customised, made-to-order, altered, stitched-to-measure, or specially requested items
Final sale, clearance, or discounted items where marked as non-returnable
Jewellery, accessories, hair items, or hygiene-sensitive items where hygiene seals or packaging are opened
Items returned without original tags, labels, packaging, or accessories where applicable
Items returned outside the return window

8. UK Customer Returns

UK customers may request returns for eligible online orders within the return window. Return shipping from the UK is usually the customer’s responsibility unless the item is faulty, damaged, or incorrect.

UK orders may be subject to customs duties, import VAT, or courier handling charges. These charges are normally the customer’s responsibility and may not be refundable by Pehnawa Ethnics.

Please contact us before returning any UK order so we can provide the correct instructions and reduce avoidable delays.

9. Ireland Customer Returns

Ireland customers may return eligible online orders within the return window. If you are based locally, contact us first to confirm whether the item can be returned by post or by an approved local arrangement.

Items must still meet our return condition requirements even if returned locally.

10. Boutique / In-Store Purchases

For purchases made in person at our local store or boutique, return and exchange eligibility may differ from online orders. Please check the item carefully before purchase and ask our team about the applicable policy at the time of buying.

This does not affect your statutory rights if an item is faulty, damaged, or not as described.

11. Pre-Orders, Custom Orders & Special Requests

Pre-order, custom order, special request, altered, or made-to-measure items may not be eligible for cancellation, return, or exchange once processing has started.

If you are ordering for a wedding, Eid, nikkah, mehndi, walima, or a specific event date, please confirm timing and availability with us before placing your order.

12. Return Shipping Costs

Unless the item is faulty, damaged, or incorrect, customers are responsible for return shipping costs. We recommend using a tracked and insured courier service.

Pehnawa Ethnics is not responsible for returned parcels that are lost, delayed, damaged, or delivered to the wrong address by the courier.

13. Refund Deductions

We may reduce or refuse a refund if the returned item shows signs of wear, use, washing, alteration, damage, missing tags, missing packaging, stains, odours, or handling beyond what is reasonably necessary to inspect the item.

14. Order Cancellations

If you want to cancel an order, contact us as soon as possible. If your order has not been processed or dispatched, cancellation may be possible.

Once an order has been dispatched, you may need to follow the return process after receiving the item.

15. Sale & Promotional Items

Sale, clearance, promotional, or discounted items may have limited return or exchange eligibility. If an item is marked as final sale or non-returnable, it cannot be returned unless it is faulty, damaged, or incorrectly supplied.