Refund and Returns Policy

General Return Policy

Our refund and returns policy is straightforward. You may return most products within 30 days of purchase.

  • Defective Products: If your product is defective, The Penn Group will cover the cost of return shipping and promptly send you a replacement.
  • Non-Defective Products: If your product is not defective, a 15% restocking fee may apply.
  • After 30 Days: Returns after 30 days are not eligible for a full refund or exchange.

To qualify for a return, items must be unused, in their original condition, and in the original packaging (unless defective).

Non-Returnable Items

The following items may not be returned:

  • Gift cards
  • Downloadable software
  • Expendables (tape, batteries, etc.)
  • Custom items (e.g., cables, wall plates, rack panels)
  • Special order items or products exceeding $5,000 USD

Additionally, any return over 30 days may be refused unless the item is unopened and in resellable condition. Special order, non-stock, and drop-shipped items may also be subject to vendor restocking fees in addition to The Penn Group’s restocking fee.

Partial Refunds

In certain cases, only a partial refund may be granted:

  • Items not in their original condition, damaged, or missing parts for reasons not caused by The Penn Group.
  • Items returned more than 30 days after delivery.
  • Items damaged by the purchaser.

Refund Processing

Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund.

If approved, your refund will be processed within 14 business days and applied to your original payment method.

Missing or Late Refunds

If you have not received your refund:

  1. Re-check your bank account.
  2. Contact your credit card company (it may take time before the refund posts).
  3. Contact your bank (processing times can vary).

If you’ve completed these steps and still have not received your refund, please contact us at contact-us@thepenn.group or call (614) 741-5306.

Shipping Returns

To return your product, mail it to:

623 Eastgate Parkway
Gahanna, Ohio 43230

  • You are responsible for return shipping costs unless the product is defective.
  • Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted.
  • For high-value items, we recommend using a trackable shipping service or purchasing shipping insurance.

Defective Returns

If your product is defective, please contact us at sales@thepenn.group.
Once we validate that the item is defective, an RMA (Return Merchandise Authorization) will be issued. We will ensure a replacement product is shipped as quickly as reasonably possible.

Customer-Opened / Change of Mind

If you return an item that was opened or if you simply change your mind:

  • You are responsible for return shipping.
  • A restocking fee may apply.
  • Shipping costs are non-refundable.

Questions

For any questions about refunds or returns, please contact us at sales@thepenn.group.