Return and exchange policy

At The Pennant Factory, we want you to be completely satisfied with your purchase. This policy outlines our return and exchange guidelines to ensure a smooth, fair process for all our customers.

Return & Refund Policy

Thank you for shopping at The Pennant Factory. We take pride in our high-quality felt and cloth banners. If you are not entirely satisfied with your purchase, we’re here to help.

 

1. Returns

You have 15 calendar days to return an item from the date you received it. To be eligible for a return:

  • The item must be unused and in the same condition that you received it.
  • The item must be in the original packaging.
  • You must have the receipt or proof of purchase.

 

2. Custom & Personalized Items

Please note that many of our products, such as custom house number banners or personalized graphics, are made-to-order.

  • Non-Returnable: Custom-made or personalized items cannot be returned or refunded unless they arrive damaged or defective.
  • Errors: If we made a mistake on your custom order (e.g., wrong number or graphic), we will replace the item at no additional cost to you.

 

3. Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.

  • If your return is approved, we will initiate a refund to your original method of payment.
  • You will receive the credit within 2-5 business days, depending on your card issuer's policies.
  • Shipping Costs: Original shipping costs are non-refundable. If you receive a refund, the cost of initial shipping will be deducted from your refund.

 

4. Shipping Your Return

You will be responsible for the return shipping costs for your items if the reason for the return is not our fault. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

However, If the item IS our fault, we will send you a return label.

 

5. Damaged Items

If you receive a damaged or defective product, please contact us immediately at 203-923-5178 (text for faster response) or via our

Contact Page with photos of the damage so we can resolve the issue.

 

Contact Us

If you have any questions on how to return your item to us, contact us:

Your satisfaction is our priority.

We are committed to providing high-quality pennants and excellent customer service. If you have any questions about our return policy or need assistance with a return, please do not hesitate to contact us. We are here to help!