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Overview

At Penfound Props, every item is crafted with care. Our refund and returns policy differs depending on whether an item is custom-made (commission) or standard merchandise. Please read the sections below carefully before placing an order.

1. Custom Commissions (Made-to-Order Props)

Because commissions are made from scratch and often custom-fitted, the following terms apply:

• No refunds are accepted on commissioned items

• Commissioned props cannot be resold or reused due to their custom nature

• Once work has begun, the order is considered final

Returns on Commissions (Satisfaction Guarantee)

While refunds are not offered, customer satisfaction is important.

• If you are not satisfied with your commissioned item, you may return it

• Penfound Props will cover return shipping costs

• Returned commission items are assessed on a case-by-case basis

• Returned items do not qualify for resale or refund

This policy allows us to stand by our craftsmanship while remaining fair on fully custom work.

2. Standard Merchandise

(This includes T-shirts, hoodies, hats, and similar apparel items)

We accept returns and refunds on standard merchandise under the following conditions:

• Items must be unused, unworn, and in original condition

• Returns must be requested within 14 days of delivery

• Refunds are issued once the item is received and inspected

• Original shipping costs are non-refundable, unless the item is faulty or incorrect

3.Exchanges

• Size or item exchanges are accepted, subject to stock availability

• Customers may be responsible for return shipping unless the item is faulty

4. One-Size-Fits-All Knight Helmets

We do accept refunds for one-size-fits-all knight helmets, provided that:

• The helmet is returned in original condition

• No damage, modification, or wear has occurred

• The return request is made within 14 days of delivery

Refunds will be processed after inspection of the returned helmet.

5. Faulty or Incorrect Items

If you receive an item that is:

• Damaged in transit

• Incorrect

• Defective

Please contact us within 48 hours of delivery with photos and a description of the issue.
In these cases, Penfound Props will cover return shipping and offer a replacement or refund where applicable.

6. How to Request a Return

To start a return or discuss an issue, please contact us with:

• Your order number

• Photos of the item (if applicable)

• A brief explanation of the issue

Returns sent without prior contact may not be accepted.

7. Contact

For all refund and return enquiries, please contact:
penfoundprops@gmail.com