Refund & Exchange Policy

Last updated: 6th October 2025

1. Overview & Eligibility

  • We want you to love your purchase! If you’re not satisfied, you may request a return or exchange, subject to the conditions below.

  • Returns or exchanges must be requested within 7 calendar days of delivery.

  • Items must be unopened, unused, and in original packaging (with all tags, inserts, documents, and accessories).

  • Customised/Made To Order, clearance, final sale, or heavily discounted items may not be eligible for returns or may incur partial restocking fees (if specifically stated).

2. Steps to Return / Exchange

  1. Contact us at hello@penguinlada.com with:

    • Your order number

    • Which item(s) you wish to return or exchange

    • Reason for return

  2. We will send you Return Authorization & Instructions within 1–2 business days, if the request is valid.

  3. Pack the item(s) securely in original packaging with all parts and accessories.

  4. Send the package to the address we provide (return shipping cost noted below).

  5. Once we receive and inspect the item, we will process your refund or exchange within 5 business days and notify you by email.

3. Return Shipping Cost & Conditions

  • Change of mind / buyer’s remorse: Return shipping is borne by the customer (unless otherwise offered in special promotions).

  • Defective or wrong items: PenguinLada will cover return shipping costs after confirming the issue.

  • For exchanges (same SKU or variant), you may need to pay the shipping fee after the return is inspected and approved.

4. Refund Process

  • Refunds are processed via the original payment method.

  • It may take 5–10 business days for your bank to reflect the credit.

  • Shipping fees (outgoing) are non-refundable unless the return is due to our error (defective or incorrect item).

  • Partial refunds may apply if the returned item is damaged, missing parts, or no longer in resale condition.

5. Exchanges

  • You may request exchanges for items of equal or lesser value. If exchanging for a higher value SKU, the difference must be paid by the customer before the exchange is shipped.

  • Exchanges are subject to stock availability. If your desired item is not available, you may opt for credit or refund.

6. Items Not Eligible for Return / Exchange

  • Products that have been used, altered, or cleaned

  • Items missing tags, packaging, or accessories

  • Gift cards, downloadable digital goods

  • Items marked “final sale” or “clearance”

  • Hygienic or personal items that should not be returned for safety reasons

7. Damages & Defects

  • Please inspect your order upon arrival.

  • If your item arrives damaged or defective, contact us within 3 calendar days with photos and descriptions.

  • We’ll arrange for a replacement or refund after reviewing the evidence.

8. Restocking Fee (Optional)

  • In rare cases, a restocking fee (e.g., 10% of product price) may apply if the product is returned in a condition that makes it unsellable (damaged packaging, missing parts).

  • We will notify you before accepting such returns for your consent.

9. Canceling Orders

  • You may cancel or modify your order within 3 hours of placing it without penalty.

  • After 3 hours, cancellations may incur a 3% processing fee.

  • Once the order has shipped, it cannot be canceled — you must follow the return process.

10. Contact & Support

  • For returns, exchanges, or refund inquiries, contact: hello@penguinlada.com

  • Please include your order number and reason for return/exchange

  • We aim to reply within 24 hours (business days)