Our only desire is to ensure that you are happy with your purchase hence your total satisfaction is of upmost importance to Mistress Penny.
We are most concerned that you get exactly what you want.
All orders are made specially for you on ordering hence a bespoke service.
Please take note that we cannot give refunds on items that are not deemed faulty or defective, you cannot order something get it made and delivered and then decide you do not like it after all.
Our policy is to only send you a quality leather product that is suitable for your use.
As fellow devotees we understand the thrill of purchasing a new whip, strap or set of ankle or wrist cuffs, your expectations are high hence all items are thoroughly inspected to ensure that you will not be disappointed.
An item cannot be deemed faulty if it does not exactly match a photograph or illustration.
If you are unsure of anything regarding any of our products please get in touch for clarification.
Mistress Penny is only an Email away, her mail box is monitored from 8am to 11 pm (UK time) so a speedy and sympathetic response is usually only minutes away.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Shipping Returns
We do not use your contact details other than for delivery details. You will receive an order status when the item has been made and shipped otherwise no further contact will be made by email to you unless you request it.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us for questions related to refunds and returns.
