Refund policy

Penny & Salt offers a 30-day returns period from the date you receive an eligible item. This 30-day period includes the statutory 14-day cancellation period that applies to most eligible online purchases and extends the period in which we will accept eligible change-of-mind return requests to 30 days.

Penny & Salt is operated by Hannah Penny, trading as Penny & Salt. This policy applies to purchases made through pennyandsalt.com.

1. Our 30-day returns period

You have 30 days after receiving an eligible item to tell us that you would like to return it. This is one 30-day period from receipt; it is not 30 days in addition to the statutory cancellation period.

For most goods bought online, UK law gives you a statutory right to cancel without giving a reason if you tell us within 14 days after receiving the goods. You then have a further 14 days to send the goods back. Our 30-day returns period includes that statutory 14-day cancellation period and extends the deadline for requesting an eligible change-of-mind return from day 14 to day 30. It does not replace or reduce your statutory rights.

To request a return, email us at contact@pennyandsalt.com. Please include your name, order number and the item or items you wish to return. You do not need to give a reason when exercising your statutory cancellation right.

2. Condition of returned items

During the statutory cancellation period, you may examine an item as you reasonably could in a shop. If you handle or use it beyond what is necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect any reduction in value.

If you request a return after the statutory 14-day cancellation period but within the remainder of our 30-day returns period, the item must be unused, unworn, undamaged and in a condition suitable for resale. Please return any original packaging, presentation box, tags or other components supplied with the item where reasonably possible.

Please take reasonable care when packaging a return so that the item is protected in transit.

3. How to return an item

Please contact us before sending anything back. We will provide the return instructions and the address to which the item should be sent.

Once you have told us that you are returning an item, please send it back within 14 days. We recommend obtaining proof of postage and keeping it until your refund has been completed.

Please do not send returns to an address shown on packaging or correspondence unless we have confirmed that it is the correct returns address.

4. Return postage

For a change-of-mind return, including a return made under the statutory cancellation right, you are responsible for the direct cost of returning the item to us, unless we agree otherwise.

If an item is faulty, damaged when supplied, not as described, or we have sent you the wrong item, Penny & Salt will bear the reasonable cost of returning it. Please contact us first so that we can agree the appropriate return method.

5. Refunds

For a valid statutory cancellation, we will refund the price paid for the returned goods and the cost of our least expensive standard delivery option, where a delivery charge was paid. If you chose a more expensive delivery service, we do not have to refund the additional amount above the standard delivery cost.

We will make a statutory cancellation refund without undue delay and no later than 14 days after we receive the returned goods, or, if earlier, 14 days after you provide evidence that you have sent them back. We may withhold the refund until we receive the goods or receive evidence that they have been returned, whichever occurs first.

Refunds will normally be made to the same payment method used for the original purchase, unless we agree otherwise. We will not charge a fee for making the refund.

For a return requested after the statutory 14-day cancellation period but within the remainder of our 30-day returns period, we will refund the purchase price of the returned item. The original delivery charge is not refundable for this part of our voluntary returns period unless required by law or we agree otherwise.

Your bank or payment provider may take additional time to show the refund in your account after we have processed it.

6. Personalised and made-to-specification jewellery

The statutory change-of-mind cancellation right, and our 30-day returns period, do not apply to goods made to your specifications or clearly personalised for you. This includes, for example, an item engraved or personalised at your request, or a standard Penny & Salt design that is individually made or altered to a size, measurement or other specification selected by you, unless we expressly agree otherwise.

This exception does not affect your rights if a personalised or made-to-specification item is faulty, not as described, not of satisfactory quality or otherwise does not meet your statutory rights.

7. Faulty, damaged or incorrect items

It is our responsibility to supply goods that meet your consumer rights. Goods must, among other things, be of satisfactory quality, fit for purpose and as described.

If you receive an item that is faulty, damaged when supplied or incorrect, please contact us at contact@pennyandsalt.com as soon as reasonably possible, quoting your order number and describing the problem. Photographs can be helpful where appropriate, but providing photographs does not replace or limit your legal rights.

Under the Consumer Rights Act 2015, you may have a short-term right to reject faulty goods and receive a refund within 30 days of delivery. Other remedies, including repair, replacement, a price reduction or a final right to reject, may apply depending on the circumstances and when the problem becomes apparent.

Where you are entitled to reject faulty goods, Penny & Salt will bear the reasonable cost of returning them.

8. Cancelling before delivery

For goods that are not excluded from the statutory cancellation right, you may tell us that you wish to cancel at any time after placing the order and before the cancellation period ends. If the order has not yet been dispatched, we will normally stop the order and refund you. If it has already been dispatched, please follow the return instructions above.

The statutory cancellation right does not apply to goods made to your specifications or clearly personalised for you, as explained above.

9. Exchanges

If you would prefer a different item, please contact us. Any exchange we agree to is subject to availability. Where an exchange is not available, you may return an eligible item for a refund in accordance with this policy and place a new order.

10. Statutory rights

Nothing in this policy excludes, restricts or otherwise affects any rights or remedies you have under UK consumer law. Our 30-day returns period includes the statutory 14-day cancellation period for eligible online purchases; the extension from day 15 to day 30 is an additional Penny & Salt benefit and does not replace or reduce your statutory rights.

11. Model cancellation form

If you wish to exercise your statutory right to cancel, you may use the model cancellation form below. You do not have to use this form: you can instead email us or make any other clear statement that you wish to cancel.

Complete and send the form to Penny & Salt only if you wish to cancel an eligible contract.

(*) Delete as appropriate.

12. Contact

For return requests, cancellations, questions about refunds, or concerns about an item you have received, please contact:

Hannah Penny, trading as Penny & Salt

Email: contact@pennyandsalt.com

Last updated: 15 August 2026