Although we always strive to deliver the quality that our customers value us for, it still happens that items are damaged in transit and arrive with unsightly defects. In this case, we offer you various options.

Please be sure to wait for our response before shipping items. Thank you for your understanding.

Since we want to make it easy for you and ourselves and guarantee personal customer support that is designed to solve our customers' individual problems in the best possible way, the first step should be to contact us. To do this, use the contact form , the email my@penhouse-shop.com or contact us via WhatsApp on +49 157 59477604 .

to contact & customer service

If possible, please do not hesitate to attach images and information that is or may be relevant to the exchange process.

Basic information needed

• Order number - BExxxxxpenhouse
• possibly invoice number - RExxxxxpenhouse
• Defects and errors (please provide photo credits)

Please refer to our cancellation form and be sure to wait for our response before sending items. Thank you for your understanding.

Sample cancellation form

(If you want to cancel the contract, please fill out this form and send it back.)

• To VEG.G eU, Schortestraße 54, 98693 Ilmenau, Germany, my@penhouse-shop.com
• I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*)/the provision of the following service (*)
• Please enter the order number here [#BExxxxpenhouse]
• Ordered on (*)/received on (*)
• Your name or the name of the consumer(s) on whom the order was placed
• Your address or the address of the consumer(s) to whom the shipment was delivered
• Please also provide the billing address (only if the billing address is different)
• Signature of the consumer(s) (only for paper notification)
• Date

(*) Please delete what is not applicable.

After you have provided us with all relevant information, we will replace items that have defects as quickly as possible.