Refund policy

IMPORTANT: All products are shipped directly from our supplier. Return and refund eligibility is determined by our supplier's policy.

Eligibility for Returns & Refunds

We accept returns and refunds only in the following cases:

1. Damaged or Defective Products

  • Contact us within 30 days of delivery
  • Provide clear photos or video showing the damage or defect
  • Item must be in original condition

2. Wrong or Missing Products

  • Contact us within 30 days of delivery
  • Provide photos of the incorrect item received
  • Provide your order details

3. Orders Not Received

  • Contact us if your order has not arrived within the estimated delivery time
  • Claims for lost shipments can be processed after 100 days from dispatch date

4. Significantly Delayed Orders

  • Contact us if delivery exceeds the estimated timeframe by more than 30 days
  • We will investigate and offer a solution — refund or resend

Non-Returnable Items

We do not accept returns for:

  • Change of mind or buyer's remorse
  • Items that have been used, worn, or altered
  • Wrong address provided by customer
  • Customs delays or refusal to pay duties/taxes (DDU orders)
  • Requests without proper photo/video evidence

How to Request a Return or Refund

Contact us at info@penguinbutwhy.shop with the following:

  • Your order number
  • Clear photos or video of the issue
  • Description of the problem

Our team will review your request within 24–48 hours and provide a solution.

Refund Processing

Once your claim is approved:

  • Refunds are processed within 5–10 business days
  • Refunds are issued to your original payment method
  • Return shipping costs, if applicable, are not refunded

Return Shipping

If a return is required, our team will provide full instructions. Return shipping costs may apply depending on the reason for return.

Wrong Address Policy

If you provide an incorrect or incomplete shipping address:

  • Reshipping will incur charges equal to the original shipping cost
  • Returns due to wrong addresses are subject to a 10% restocking fee
  • We cannot be held responsible for packages lost due to incorrect address information

Customs Duties & Taxes (DDU)

We are not responsible for:

  • Customs delays
  • Refusal to pay duties or taxes
  • Packages returned to sender due to unpaid customs fees

Please ensure you understand your country's import regulations before placing an order.

Contact Us

For any questions regarding returns or refunds, please contact us at:

info@penguinbutwhy.shop