Refund policy

All orders on our store are packed with utmost care and we make sure they are rechecked before dispatch. This is why a returning situation in most cases will not arise itself. However, if incase it does, the returning reason from customer’s end should be 100% genuine. Return request is only accepted if something is damaged or item is missing.

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging. 

To start a return, you can contact us at info@thepenguinpal.com. Please note that returns should be shipped back to us. We will bear the shipping cost if returning reason is genuine.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@thepenguinpal.com

Damages and issues
Please inspect your order upon reception, make an unboxing video and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If there is no unboxing video or proof of damage in a video the item will not be eligible for a return nor refund.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on the same day.