Refund policy

At pempp, we want every customer to have a clear and reliable shopping experience. If you are not satisfied with your order, you may request a return or exchange within 30 days of delivery, subject to the conditions below.

This policy applies to purchases made directly through our website.

Eligibility for Returns

To be eligible for a return, the item must meet all of the following conditions:

  • The return request must be submitted within 30 days after the order is delivered.
  • The item must be unused, unworn, unwashed, undamaged, and in its original condition.
  • The item must include all original packaging, tags, labels, accessories, and any included documentation, where applicable.
  • Proof of purchase, such as an order number or receipt, is required.
  • Items must be returned only after receiving return instructions from our customer support team.

For women’s apparel, please note that returned items must be free from perfume, deodorant marks, makeup stains, pet hair, odors, wear, washing, or alteration.

Non-Returnable Items

The following items are not eligible for return or exchange unless they arrive damaged, defective, or incorrect:

  • Customized, personalized, or made-to-order items
  • Clearance, final sale, or promotional items marked as non-returnable
  • Gift cards
  • Items that have been worn, washed, altered, damaged, or are missing original tags or packaging
  • Intimate apparel, swimwear, bodysuits, or similar hygiene-sensitive items, unless unopened, unused, and in original condition, where applicable by law

We reserve the right to refuse returns that do not meet the conditions stated in this policy.

How to Start a Return

To start a return, please contact us at:

Email: info@pempp.com
Phone: +1 225-350-1725
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM

Please include the following information in your return request:

  • Your order number
  • The email address used for the order
  • The item(s) you wish to return
  • The reason for the return
  • Photos of the item and packaging, if the item is damaged, defective, or incorrect

Our customer support team will respond with return instructions and the correct return address.

Please do not send returns to our office address unless our customer support team specifically instructs you to do so. Our office address is:

pempp
1 Trella Pl
Lackawanna, New York
United States

This is our office address and may not be the correct return warehouse address. Returns sent without prior authorization or sent to the wrong address may not be accepted.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item is damaged, defective, incorrect, or the return is caused by our error.

For eligible damaged, defective, or incorrect items, we will provide instructions for a replacement, refund, or return shipping arrangement.

We recommend using a trackable shipping service when returning items. pempp is not responsible for return packages that are lost, delayed, or damaged in transit.

Refunds

Once your returned item is received and inspected, we will notify you by email whether the refund has been approved.

If approved, the refund will be processed to your original payment method within 5–7 business days. Please note that your bank, card issuer, or payment provider may require additional time to post the refund to your account.

Original shipping fees, express shipping fees, handling fees, and other delivery-related charges are non-refundable unless the return is due to our error or a damaged, defective, or incorrect item.

Exchanges

If you would like to exchange an item for a different size, color, or style, please contact us within 30 days of delivery.

Exchanges are subject to product availability. If the requested replacement item is unavailable, we may offer a refund or alternative solution.

Customers may be responsible for return shipping costs for exchanges unless the exchange is due to a damaged, defective, or incorrect item.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us as soon as possible at info@pempp.com.

Please include your order number and clear photos showing the issue. After review, we will arrange an appropriate solution, which may include a replacement, refund, or return instructions.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible at info@pempp.com.

Cancellation requests can only be processed before the order has been shipped or entered fulfillment. Once an order has shipped, it must be handled according to our return policy.

Contact Us

For questions about this Return & Refund Policy, please contact us:

pempp
Email: info@pempp.com
Phone: +1 225-350-1725
Office Address: 1 Trella Pl, Lackawanna, New York, United States
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM