Customer Issue Resolution Policy

Last updated: September 21, 2025

At PrincesPenny, we are committed to ensuring that every customer is satisfied with their shopping experience. We understand that from time to time, issues may arise regarding orders, billing, or services. This Customer Issue Resolution Policy explains how concerns are addressed and resolved in a fair, timely, and transparent manner.

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1. Step One – Contact Customer Support

If you have a concern with your order or our services, please first reach out to us directly:

Email: Contact@princespenny.com
Phone: +1 (910) 379-1192
Address: Murchison Rd, Fayetteville, NC 28301, USA

Please provide your order number and a clear description of the issue so our support team can assist you quickly.

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2. Step Two – Internal Review

Once we receive your concern:

• We will acknowledge your request within 2 business days.

• Our team will review your claim, order records, and any supporting information (e.g., photos of damage, billing records).

• We aim to provide a resolution within 7 business days.

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3. Step Three – Resolution Options

Depending on the nature of the issue, resolutions may include:

• Replacement of a defective or incorrect item

• Refund processed to the original payment method

• Store credit for future purchases (if preferred)

• Clarification or correction of billing/shipping errors

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4. Escalation

If you feel that your concern has not been resolved through our internal review process, you may request escalation to a Customer Care Manager. Our manager will re-evaluate the situation and provide a final response within 5 additional business days.

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5. Legal Rights

This policy is designed to provide a fair and efficient process for resolving issues. Nothing in this policy limits or replaces any legal rights you may have under applicable consumer protection laws.

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6. Governing Law

This Customer Issue Resolution Policy is governed by the laws of the jurisdiction where PrincesPenny is headquartered (USA).