Terms & Conditions | Privacy Policy | Returns

Privacy Policy

At Penteboy, trust matters. We are committed to handling your personal information carefully, responsibly and transparently.

Information We Collect

When you browse our store, contact us or place an order, we may collect:

  • your name;

  • email address and telephone number;

  • billing and delivery address;

  • order and purchase information;

  • correspondence with our customer-service team;

  • payment and transaction information; and

  • technical information such as your IP address, browser type and website activity.

Payment-card information is normally processed securely by our payment provider. Penteboy does not ordinarily receive or store your complete card details.

How We Use Your Information

We may use your information to:

  • process and fulfil your order;

  • arrange production and delivery;

  • send order confirmations and shipping updates;

  • respond to questions, returns or complaints;

  • process payments and refunds;

  • detect or prevent fraud;

  • maintain financial and business records;

  • meet our legal obligations; and

  • understand and improve our website and customer experience.

Where required, we process your information to fulfil our contract with you, comply with the law, or support our legitimate business interests.

We will only send promotional emails where we have an appropriate legal basis to do so. You can unsubscribe from marketing communications at any time.

Who We Share Information With

We may share information with trusted service providers where necessary to operate our store, including:

  • our website and e-commerce provider;

  • payment processors;

  • our print-on-demand production partner;

  • delivery and courier companies;

  • customer-support providers;

  • fraud-prevention and security services; and

  • professional advisers or public authorities where legally required.

These organisations receive only the information reasonably required to perform their services.

We do not sell your personal information.

How Long Do We Keep Information

We keep personal information only for as long as it is reasonably required to:

  • Complete and support your order;

  • maintain accounting and tax records;

  • resolve disputes;

  • prevent fraud; and

  • comply with legal obligations.

Different categories of information may be retained for different periods.

Your Data Rights

Depending on the law that applies to you, you may have the right to:

  • Request access to your personal information;

  • ask us to correct inaccurate information;

  • request deletion of eligible information;

  • restrict or object to certain uses of your information;

  • withdraw consent where processing is based on consent; and

  • Request a transferable copy of certain information.

The right to deletion is not absolute. We may need to retain some information for legal, tax, fraud-prevention or dispute-resolution purposes.

To make a privacy request, email support@penteboy.com. We may ask you to confirm your identity before completing the request.

Cookies

Our website may use essential cookies to operate the store and optional cookies to understand website activity or support marketing.

Further information should be provided through our separate Cookie Policy or cookie-preference tool.

Privacy Policy Updates

We may update this Privacy Policy to reflect changes to our practices, technology or legal requirements. The latest version will be made available on our website.

Returns, Cancellations and Faulty Items

Because Penteboy products are created after an order is submitted, we ask customers to choose their products, colours and sizes carefully. Our made-to-order process helps us reduce unnecessary stock and avoid producing clothing that may never be worn.

Cancelling Before Dispatch

Our fulfilment partner may begin producing an item shortly after an order is confirmed.

You may contact us at support@penteboy.com **to request a cancellation or alteration. We will try to assist, but we cannot guarantee that changes or cancellations will be possible once production has begun.

This provision does not limit any statutory cancellation rights available to you.

Change-of-Mind Returns

For eligible standard, non-personalised products purchased online, you may notify us that you wish to cancel your purchase within 14 days of receiving your order.

After notifying us, you must return the item within a further 14 days.

To qualify for a change-of-mind return, the product should be:

  • unworn, other than being tried on;

  • unwashed;

  • free from marks, odours or damage;

  • returned with its original labels, where possible; and

  • packaged securely.

You are normally responsible for the cost of returning an unwanted product. We recommend using a tracked service and keeping proof of postage.

Where a returned item has been handled beyond what is reasonably necessary to inspect its size, fit and appearance, we may reduce the refund to reflect any resulting loss in value.

Personalised Products

The right to cancel for a change of mind may not apply to products that have been:

  • personalised with a customer’s name, wording or image;

  • created using specifications chosen specifically by the customer; or

  • Otherwise, customised so that the item cannot reasonably be resold.

Personalised products remain covered where they are faulty, damaged, incorrect or not as described.

Incorrect Size, Colour or Preference

Where the correct product, size and colour were supplied as ordered, the customer is responsible for return postage when exercising an eligible change-of-mind return.

Please review our size charts carefully before ordering, as replacement sizes cannot always be sent automatically. Depending on our current process, you may need to return the original item and place a separate order for the preferred size.

Faulty, Damaged or Incorrect Orders

Every Penteboy order should arrive correctly produced and ready to wear.

Please contact us, preferably within seven days of delivery, if your product arrives:

  • damaged;

  • defective;

  • incorrectly printed;

  • materially different from its description; or

  • different from what you ordered.

Email and include:

  • Your full name;

  • order number;

  • a brief description of the problem; and

  • clear photographs showing the item and issue.

We will review the information and, where appropriate, arrange a replacement, repair or refund.

The seven-day contact period helps us investigate fulfilment problems quickly. It does not remove or reduce any statutory rights you may have regarding faulty, damaged, misdescribed or incorrect goods.

Incorrect or Undeliverable Addresses

We cannot normally provide a free replacement or refund if an order was delivered to the address the customer entered, but that address was incorrect or incomplete.

Where a parcel is returned to our fulfilment partner, we may be able to arrange redelivery. The customer may be responsible for the additional shipping costs.

We are not responsible for failed delivery attempts caused by:

  • an inaccessible delivery location;

  • the customer’s failure to collect the parcel;

  • an incorrect or incomplete address; or

  • The customer’s refusal of the delivery without a valid legal reason.

Refund Processing

Approved refunds will normally be issued to the payment method used for the original order.

Please allow time for your bank or payment provider to process the refunded amount after it has been issued.

Nothing in this Returns Policy is intended to exclude, restrict or replace rights provided to consumers by applicable law.

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