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Returns

Returns Questions:

How do I return a product?

Please contact customer service BEFORE sending your product back.

Toll-Free: 877-217-3436 or E-mail: customersupport@penthousestore.com

Customer service will issue you an RMA number to write on your invoice, which will service as your return form. Your Return Shipment must be shipped within 30 days of the day your order shipped (the "Ship Date" on your invoice).

Customers are responsible for shipping cost for all exchange/return merchandise back to our warehouse. We do not offer return shipping labels, unless item is damaged or incorrect item was shipped.

Please write the RMA number CLEARLY on the outside of the package. All items must be properly and securely packaged. Any damages to items returned during return shipping are your responsibility and no refund will be granted.

Appropriate Shipping/Packaging: Please write the Shipment Number and RMA number CLEARLY on the outside of the package. All items must be properly and securely packaged. Any damages to items returned during return shipping are your responsibility. Any items with a value of $75 or more must be returned using a trackable shipping. Items valued more than $150 must also be insured.

What items are eligible for return?

Please see appropriate time of item below for specific return policy as it varies:

 Apparel not including lingerie, swimwear and intimate Apparel :

* If the original packaging and tags are still intact; the clothing unworn, and not laundered, you may return the product to us within 30 days from purchase for refund minus a 20% restocking fee. Shipping charges are not refundable.
*Clothing items can be exchanged for another size as long as in the original packing and tags are still intact; clothing must be unworn and not laundered within 30 days of purchase. There is no restocking fee for an exchange.
* If the apparel item is defective you may return the product to us within 30 days from purchase for replacement with an identical item.
* There are no returns or exchanges for items that have been worn, laundered, or missing packaging and/or tags. Items returned to us in such condition will not be returned and no refund issued.

 Lingerie, Swimwear and Intimate Apparel Items:

* Please note that health codes prohibit the return of certain items once they have been worn. We strictly adhere to this . Stockings and panties are not refundable if opened or worn.
* If the original packaging and tags are still intact; the lingerie unworn, and not laundered, you may return the product to us within 30 days from purchase for refund minus a 20% restocking fee. Shipping charges are not refundable.
*Lingerie can be exchanged for another size as long as in the original packing and tags are still intact; clothing must be unworn and not laundered within 30 days of purchase. As noted above certain items can’t be exchanged. There is no restocking fee for an exchange.
* If the lingerie item is defective you may return the product to us within 30 days from purchase for replacement with an identical item.
* There are no returns or exchanges for items that have been worn, laundered, or missing packaging and/or tags. Items returned to us in such condition will not be returned and no refund issued.
* If the original packaging and tags are still intact; the shoes unworn, you may return the product to us within 30 days from purchase for refund minus a 20% restocking fee. Shipping charges are not refundable.

Shoes and Foot ware:

* Shoes must be returned in their original boxes, but the shoe boxes cannot be marked by shipping labels. Please ship back inside of another box. Pending inspection, a refund will be issued but only after determining that shoes are unworn. Any disregard of this customer will be charged 20% restocking fee.
* Shoes can be exchanged for different size.  Customer is responsible for all shipping costs.  Shoes must be new and unworm and include all original packaging and items that came in the box.
* Unworn Merchandise: Includes any item that is in new condition, still contains the original tags, and is in the original packaging (if any). Returns will be returned to you if the shoes exhibit any obvious signs of wear or are not in the condition in which they were received with you paying shipping charges. All original packaging and materials including boxes, manuals, warranty cards, instructional DVDs, and any other materials in the original shipment must be returned with your merchandise.

Novelties/Toy:
* Due to health and safety concerns we are unable to accept any return of opened novelty items. There are NO EXCEPTIONS.
* If the original packaging and seal is still intact, you may return the product to us within 30 days from purchase a refund will be issues minus a 20% restocking fee. Shipping charges are not refundable.
* If item is defective please obtain an RMA. Item will be sent to manufacture for testing. Please allow 2 weeks for this. If item is found to be defect the manufacture will replace and ship a that replacement to you. We are unable to ship new item until testing is done.  NO EXCEPTIONS. Defective items can not be return under any circumstance for refund only exchanges.

DVD's:
* If the original packaging and seal is still intact, you may return the product to us within 30 days from purchase for refund minus 20% restocking fee. Shipping charges are not refundable.
* If the DVD is defective you may return the product to us within 30 days from purchase for replacement with an identical item. No exchanges will be granted on DVD's that are scratched from mishandling.

Personal care items and Lubes:

* If the original packaging and seal is still intact, you may return the product to us within 30 days from purchase for refund minus 20% restocking fee. Shipping charges are not refundable. Any item that has been opened can’t be returned.
* Fragrances can’t be returned .

Jewelry:
*Must be in original condition (unworn and unaltered) and accompanied by the original packaging, instructions and warranty documents if any.
* If the original packaging and seal is still intact, you may return the product to us within 30 days from purchase a refund will be issues minus a 20% restocking fee. Shipping charges are not refundable.
*There are no returns or exchanges on items that have been opened and worn
 

CLEARANCE ITEMS ! 

ALL SALES FINAL :This means, if you buy an item that is considered “clearance”, we cannot take this item back for exchange or return. However, if you buy an item that is temporarily marked down or “on sale” during a sale we do make an exception for these purchases and can gladly make an exchange as referred to above policies. We appreciate your business and understanding of our store policies! If you have any questions or concerns we are only happy to help!

REFUSED ORDERS:
All refused orders will be charged a 10% restocking fee in addition to all shipping charges.