Refund & Return Policy

Last updated: 3 June 2026

At Pehnawa Ethnics, we want every customer to shop with confidence. This Refund & Return Policy explains how returns, exchanges, refunds, cancellations, faulty items, pre-orders, and customised outfits are handled for customers in Ireland and the United Kingdom.

1. 14-Day Return & Exchange Policy

We offer a 14-day return and exchange policy on eligible items. The 14-day period begins from the date you receive your order.

To start a return or exchange, please contact us first by WhatsApp or email. Please do not send items back without contacting us, as this may delay processing.

2. Return Eligibility

To be eligible for a return or exchange, the item must be:

• Unworn
• Unused
• Unwashed
• Free from perfume, stains, marks, makeup, or damage
• Returned with original tags attached
• Returned in its original packaging where possible
• Returned with proof of purchase or order confirmation

3. Items That May Not Be Eligible for Return

Some items may not be eligible for return unless they are faulty, damaged, or incorrectly supplied. These may include:

• Customised outfits
• Altered items
• Made-to-order outfits
• Pre-booking or pre-order items made specifically for the customer
• Items without tags
• Items showing signs of wear, use, washing, perfume, stains, or damage

4. Pre-Order, Pre-Booking & Customised Items

Some products may be listed as pre-order, pre-booking, made-to-order, or customised items. These products may take up to 4 weeks depending on production, supplier availability, stitching, finishing, and delivery timelines.

Because these items may be specially arranged or customised for the customer, they may not be eligible for return or cancellation once processing has started, unless the item is faulty, damaged, or incorrectly supplied.

5. Delivery Timelines

Estimated delivery times are:

• Ireland ready-to-ship orders: approximately 2 business days.
• UK ready-to-ship orders: approximately 5 business days.
• Pre-order, pre-booking, made-to-order, or customised items: up to 4 weeks.

Delivery times may vary during public holidays, sale periods, courier delays, customs processing, or high-demand seasons.

6. Exchanges

If your item does not fit or you would like a different size, you may request an exchange within 14 days of receiving your order, subject to stock availability and return eligibility.

If the requested replacement item is unavailable, we may offer an alternative size, product, store credit, or refund where applicable.

7. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

Approved refunds will normally be processed back to the original payment method. Processing times may vary depending on your bank, card provider, Stripe, PayPal, WooPayments, Klarna, or other payment provider.

8. Return Shipping Costs

Unless the item is faulty, damaged, or incorrectly supplied, customers are generally responsible for return shipping costs.

We recommend using a tracked delivery service when returning items, as Pehnawa Ethnics cannot be responsible for items lost in return transit.

9. Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged, or incorrect item, please contact us within 48 hours of delivery.

Please include:

• Your order number
• Clear photographs of the item
• Photographs of the packaging if damaged
• A short explanation of the issue

Our team will review the issue and guide you through the next steps.

10. Order Cancellations

Orders may be cancelled before they are processed or dispatched. Once an order has been shipped, cancellation may no longer be possible.

For pre-order, pre-booking, made-to-order, or customised items, cancellation may not be possible once sourcing, stitching, alteration, or production has started.

11. Sale Items

Sale or promotional items may be eligible for return only where required by law or where stated on the product page. This does not affect your statutory rights for faulty, damaged, or incorrectly supplied goods.

12. How to Start a Return or Exchange

To start a return, exchange, refund request, or order issue, please contact us first.

13. Your Legal Rights

This policy does not affect your statutory consumer rights under applicable Irish, EU, or UK consumer protection laws.

For most online purchases, customers may have a legal right to cancel within 14 days of receiving the goods, subject to legal exceptions such as customised or personalised items.

14. Policy Updates

We may update this Refund & Return Policy from time to time. The latest version will always be available on this page.