Refund policy

Each Penta Strand product is made to order as a DIY/custom piece, based on the materials, colours, charms or design choices selected by the customer.

Because our items are personalised and made specifically for each order, we do not accept returns, exchanges or cancellations for change of mind once the order has been confirmed.

This does not affect your statutory rights.

If your item arrives with a clear quality issue, is damaged, faulty, or not as described, please contact us at support@pentastrand.com as soon as possible after delivery. Please include your order number and clear photos of the issue so we can review it.

Where a genuine quality issue is confirmed, we will offer an appropriate solution, which may include a repair, replacement, partial refund or refund, depending on the situation and applicable consumer law.

Please note that natural stones may vary slightly in colour, pattern, size and texture. These natural variations are part of the character of the materials and are not considered defects.