Refund policy
Welcome to penguinemarketing.com. Customer satisfaction is our top priority, and we strive to provide a smooth and transparent shopping experience. This Return & Refund Policy explains the terms and conditions related to returns, refunds, exchanges, cancellations, damaged products, and other important information regarding purchases made through our website.
By placing an order with penguinemarketing.com, you agree to the terms outlined in this policy.
1. Business Information
Store Name: penguinemarketing.com
Business Email: Penguinemarketing@gmail.com
Phone Number: 7003877092
GST Number: 19AQYPB9358E1Z7
Registered Address:
MURALI, PARA-BAISHALI,
POST OFFICE - BAMANGACHI,
P.S. - DUTTAPUKUR,
G.P. - CHHOTOJAGULIA,
BARASAT, GARAM SANSAD NO-18,
DISTRICT - NORTH 24 PARGANAS,
West Bengal – 743248, India
2. Eligibility for Returns
We accept returns for eligible products purchased from our website under the following conditions:
- The return request must be raised within 7 days from the date of delivery.
- The item must be unused, unwashed, and in its original condition.
- All original tags, labels, packaging, invoices, and accessories must be intact.
- The product must not show any signs of wear, damage, alteration, or use.
- Fashion apparel items must be returned in a hygienic and resalable condition.
Returns that do not meet these conditions may be rejected after inspection.
3. Non-Returnable Items
Certain products are not eligible for return due to hygiene, safety, or operational reasons. These may include:
- Innerwear and intimate wear
- Socks and hosiery
- Beauty and grooming products
- Customized or personalized items
- Gift cards or promotional items
- Products purchased during clearance or final sale
- Products damaged due to customer misuse
- Items returned without original packaging or tags
If a product is marked as “Non-Returnable” on the product page, it cannot be returned or exchanged.
4. Return Request Process
To initiate a return, customers must contact our support team through email within the eligible return period.
Return Request Details:
Please share the following information while requesting a return:
- Order Number
- Customer Name
- Registered Mobile Number
- Product Name
- Reason for Return
- Clear photos/videos of the product (if damaged or defective)
Contact Information:
Email: Penguinemarketing@gmail.com
Phone: 7003877092
Our support team will review the request and respond within 24–72 business hours.
5. Reasons Eligible for Return
Returns are accepted under the following circumstances:
a) Wrong Product Delivered
If you receive a product different from what you ordered, you may request a return or exchange.
b) Damaged Product
If the product arrives physically damaged, torn, broken, or defective during transit, please notify us within 48 hours of delivery.
c) Size Issues
For fashion products, customers may request an exchange or return in case of size mismatch, subject to stock availability.
d) Missing Items
If any item or accessory is missing from the package, customers must inform us immediately after delivery.
6. Exchange Policy
We offer exchanges for eligible fashion products subject to stock availability.
Exchange Conditions:
- Exchange requests must be raised within 7 days of delivery.
- Products must be unused and in original condition.
- Only size or color exchanges are allowed where applicable.
- Exchange is subject to product availability.
If the requested replacement product is unavailable, customers may receive:
- Store credit
- Refund
- Alternative product option
The company reserves the right to deny exchanges if the returned product fails quality inspection.
7. Reverse Pickup Service
We may arrange a reverse pickup service depending on customer location and service availability.
Important Notes:
- Reverse pickup availability depends on courier partner coverage.
- In areas where reverse pickup is unavailable, customers may be requested to self-ship the product.
- Customers should pack the product securely to avoid transit damage.
After successful pickup, the product will undergo inspection before approval of refund or exchange.
8. Self-Shipping Returns
If reverse pickup is unavailable, customers may self-ship the product to the address provided by our support team.
Self-Shipping Guidelines:
- Use a reliable courier service with tracking facility.
- Share the tracking number with our support team.
- Ensure proper packaging to prevent damage.
In eligible cases, reasonable courier charges may be reimbursed upon submission of valid courier receipts.
9. Refund Policy
Refunds are processed after the returned product passes inspection by our quality team.
Refund Eligibility:
Refunds are applicable in the following situations:
- Returned item approved after inspection
- Order cancelled before shipping
- Product unavailable after order placement
- Duplicate payment
- Damaged or defective item confirmed by our team
10. Refund Processing Time
Once approved, refunds are usually processed within 7–10 business days.
Refund Methods:
Refunds will be credited through the original payment method used during purchase:
- UPI
- Debit Card
- Credit Card
- Net Banking
- Wallets
- Bank Transfer (if applicable)
For Cash on Delivery (COD) orders, customers may be required to provide bank account details for refund processing.
Actual refund timelines may vary depending on banks, payment gateways, and financial institutions.
11. Cash on Delivery (COD) Orders
COD charges, if applicable, are generally non-refundable unless the return is due to our error such as:
- Wrong product delivered
- Damaged product received
- Missing product
Customers refusing COD orders repeatedly without valid reason may face restrictions on future purchases.
12. Order Cancellation Policy
Customers may request order cancellation before the product is shipped.
Cancellation Conditions:
- Orders already shipped cannot be cancelled.
- Prepaid orders cancelled before dispatch are eligible for full refund.
- Refund for cancelled orders is processed within 5–7 business days.
To cancel an order, contact us immediately at:
Email: Penguinemarketing@gmail.com
Phone: 7003877092
13. Damaged or Tampered Package
Customers are advised to check the package carefully at the time of delivery.
If the package appears:
- Opened
- Damaged
- Tampered
- Leaking
Please refuse delivery if possible and contact us immediately with supporting photos/videos.
Failure to report such issues within 48 hours may affect claim eligibility.
14. Product Inspection & Approval
All returned products undergo quality inspection after reaching our warehouse.
Our team verifies:
- Product condition
- Original tags and packaging
- Signs of use or washing
- Missing accessories
- Physical damage
Based on inspection results, the return request may be:
- Approved
- Partially approved
- Rejected
If rejected, the product may be shipped back to the customer.
15. Refund Rejection Conditions
Refunds or returns may not be accepted under the following situations:
- Product used or washed
- Missing tags or packaging
- Physical damage caused by customer
- Return request raised after allowed period
- Fake or fraudulent claims
- Color variation due to screen settings
- Minor thread issues or packaging dents not affecting product usability
16. Color & Product Variation Disclaimer
We make every effort to display product colors and images accurately. However, slight variations may occur due to:
- Mobile or monitor display settings
- Lighting during photography
- Fabric texture and dye process
Minor variations shall not be considered defects.
17. Fraud Prevention & Abuse
To maintain fair usage of our services, we reserve the right to:
- Reject suspicious return requests
- Block accounts involved in fraudulent activities
- Refuse service to customers with repeated abusive return behavior
Legal action may be taken in cases involving fraud, chargeback abuse, or false claims.
18. Shipping Charges
Shipping charges are generally non-refundable unless:
- Wrong product delivered
- Damaged item received
- Product missing from shipment
In case of customer preference returns, original shipping charges may be deducted from the refund amount.
19. Late or Missing Refunds
If you have not received your refund within the expected timeline:
- Check your bank account again
- Contact your card issuer or bank
- Wait for official bank processing time
If you still have not received the refund, contact us at:
Email: Penguinemarketing@gmail.com
Phone: 7003877092
20. Policy Updates
We reserve the right to modify, update, or change this Return & Refund Policy at any time without prior notice.
Changes become effective immediately upon posting on penguinemarketing.com.
Customers are encouraged to review this page periodically for updates.
21. Contact Us
For any questions regarding returns, refunds, exchanges, or cancellations, please contact us:
Website: penguinemarketing.com
Email: Penguinemarketing@gmail.com
Phone: 7003877092
Address:
MURALI, PARA-BAISHALI,
POST OFFICE - BAMANGACHI,
P.S. - DUTTAPUKUR,
G.P. - CHHOTOJAGULIA,
BARASAT, GARAM SANSAD NO-18,
DISTRICT - NORTH 24 PARGANAS,
West Bengal – 743248, India