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Cancellation & Exchange Policy

We pride ourselves in our product quality and strict quality control. Therefore, any damages made after delivery is only exchangeable or returnable upon clear inspection of products on a case to case basis. Once payment is made, a return of payment will not be considered. PenguinLada reserve the rights to reject any exchange of refund.

  1. No Cancellation No Exchange

Please note that we do not accept the below Cancellation or Exchange reasons:

1) Due to incorrect designs/colour chosen during orders

2) Colour differences due to photo lighting

3) Change of decision of not intending to purchase the item anymore

4) Items bought during Sale period or On Sale items

 

  1. Defective products

You may request for an exchange within 7 days from the delivery date if the item is defective or wrong item delivered.

An item is deemed defective if it is received damaged or has a manufacturing fault that is immediately evident. Please note that once packaging are torn and/or dented, it will immediately be deemed as non-exchangeable/non-refundable. Hence, please open your item with careful caution.

If items are found as faulty upon arrival, please contact and inform us through email or whatsapp within 24 hours, and we will response to you within 1-2 working days.

  1. Products must be unused

Please note that we cannot exchange or refund products that have been used, worn, washed, damaged or altered in any way.

Returns / Exchanges for defective products or wrong delivered item will only be accepted provided they are returned as new, i.e are unused and have been returned with the original packaging, including tags.

  1. Returns

A final inspection will be done to ensure that return item(s) is in its original condition, before we process your exchange.

If possible the item(s) returned will be replaced with the same product, in the same size and colour, subject to availability. If the item (s) cannot be replaced for the same item, a full refund will be issued.

To return or exchange an item we kindly request you to:

1) Inform us via email or whatsapp with pictures of the defective/ wrong delivered item (s) within 24 hours

2) Please provide us with the below information upon requesting for exchange:

  • Name:
  • Order#
  • Email Address:
  • Mobile Number:
  • Full item description:
  • Photos of defective/wrong items (Please provide the photos as accurate as possible to lessen the processing leadtime)

3) Once your request of return / exchange is accepted, please return the product to us via registered mail within 3 days.

Please take note that all refund will be in the form of store credits, there will not be any physicial amount refunds (Unless otherwise stated)

Shipping and handling fees are neither refundable nor eligible for merchandise credit.

Returns that do not meet our policy will not be accepted and will be returned to you at your cost.