Refund policy

Website: penguinemarketing.com
Business Name: Penguin Marketing
Business Owner: Santa Biswas
Email: Penguinemarketing.official@gmail.com
Phone: 7003877092
Business Category: Fashion
GST No.: 19AQYPB9358E1Z7
Business Address: Murali, Para-Baishali, Post Office – Bamangachi, P.S. – Duttapukur, GP – Chhotojagulia, Barasat, Gram Sansad No. 18, District – North 24 Parganas, West Bengal – 743248, India.

Last Updated: August 22, 2026

1. Introduction

At Penguin Marketing, we value our customers and aim to provide quality fashion products along with a smooth and reliable shopping experience. We understand that sometimes a product may not meet your expectations, may arrive damaged, or may be different from what you ordered. This Return and Refund Policy explains the conditions under which customers may request a return, replacement, exchange, or refund for products purchased through penguinemarketing.com.

By placing an order on our website, you acknowledge and agree to the terms described in this policy. We encourage customers to read this policy carefully before making a purchase.

Our return and refund process is designed to be fair to both customers and our business. Eligibility for a return or refund depends on the condition of the product, the reason for the return, the time within which the request is submitted, and whether the applicable requirements in this policy have been satisfied.

2. Eligibility for Returns

Customers may request a return when the delivered product meets an eligible return condition. Generally, a return request may be considered when:

• The product received is damaged or defective.
• The product received is incorrect or different from the product ordered.
• The product is missing essential parts or accessories that were included in the original product listing.
• The product has a manufacturing defect.
• The product received is significantly different from its description on the website.
• The wrong size, colour, design, or variant has been delivered due to an error on our side.

For fashion products, the product must generally be unused, unworn, unwashed, and in its original condition. Tags, labels, packaging, accessories, invoices, and other included items should be retained wherever applicable.

Products showing signs of use, washing, alteration, damage caused by the customer, stains, perfume or cosmetic marks, or other changes may not qualify for return.

3. Return Request Period

Customers should contact us as soon as possible after receiving their order if they believe the product is eligible for return.

For eligible products, a return request should generally be submitted within 7 days of delivery, unless a different return period is specifically mentioned on the relevant product page or order confirmation.

The customer should provide the order number and sufficient information regarding the reason for the return. For damaged, defective, or incorrect products, clear photographs and/or videos may be requested to help us verify the issue.

Requests submitted after the applicable return period may not be accepted.

4. Damaged or Defective Products

We take reasonable care to ensure that products are properly checked and packaged before dispatch. However, products may occasionally become damaged during transportation or may contain a manufacturing defect.

If you receive a damaged or defective product, please contact us promptly after delivery.

To help us investigate the matter, we may request:

• Order number.
• Customer name and contact information.
• Photographs of the product.
• Photographs of the packaging and shipping label.
• A short video demonstrating the defect, where necessary.
• A description of the problem.

Customers should not discard the original packaging until the return or replacement process has been completed.

After reviewing the information, we may approve a replacement, exchange, return, or refund depending on product availability and the circumstances of the case.

5. Wrong Product or Incorrect Item

If you receive a product that is different from the product ordered, please notify us as soon as possible.

Where the incorrect item has been delivered due to an error attributable to Penguin Marketing, we will review the case and may arrange an appropriate replacement or return process.

The product should remain unused and should be returned with its original packaging, tags, accessories, and other included materials wherever applicable.

6. Size, Colour, and Fashion Product Issues

Fashion products may sometimes appear slightly different from photographs because of lighting, photography conditions, screen settings, or manufacturing variations.

A minor variation in colour or appearance that does not materially affect the product may not automatically qualify for a return or refund.

Customers should carefully review the size chart, product specifications, measurements, colour information, and other details provided on the product page before placing an order.

If a product-specific exchange or size replacement facility is offered, the applicable terms displayed on the product page or communicated by our customer support team will apply.

Products that have been worn, washed, altered, ironed improperly, stained, damaged, or otherwise used may not be eligible for exchange or return.

7. Non-Returnable Products

Certain products may not be eligible for return or refund for reasons including hygiene, product nature, customization, or other commercial considerations.

Unless specifically stated otherwise, returns may not be accepted for:

• Products that have been used, worn, washed, or altered.
• Products damaged after delivery due to customer handling.
• Products without original tags or packaging where such items are required.
• Products that have been stained or contaminated.
• Customized or personalized products.
• Products returned after the applicable return period.
• Products purchased under a clearly stated non-returnable offer.
• Products where the customer has failed to follow the applicable return instructions.
• Products damaged due to improper care or storage after delivery.

The exact return eligibility of a product may also depend on the individual product listing.

8. Exchange Policy

Where exchange is available, an eligible product may be exchanged subject to stock availability.

Exchange requests may be accepted for issues such as an incorrect size, colour, variant, defective product, or incorrect product, depending on the circumstances and product-specific terms.

If the requested replacement is unavailable, we may offer an alternative resolution such as a refund, replacement with another available product, or another mutually acceptable solution where appropriate.

Customers should not send products back without receiving return instructions from our support team.

9. Refund Eligibility

A refund may be considered when:

• A returned product has been received and verified as eligible.
• The product is unavailable for replacement or exchange.
• We are unable to fulfil the ordered product.
• A wrong or defective product was delivered and a suitable replacement cannot be provided.
• A refund is otherwise approved under this policy.

Refund approval is subject to verification of the returned product and the circumstances of the request.

Refunds will generally be processed through the original payment method where technically possible. Depending on the payment provider or banking institution, the time taken for the amount to appear in the customer's account may vary.

10. Cash on Delivery Orders

For Cash on Delivery orders, no advance payment may have been collected at the time of placing the order.

If an eligible COD order qualifies for a refund, the customer may be required to provide accurate bank account or other permitted payment details so that the approved refund can be processed.

The customer is responsible for providing correct payment information. Penguin Marketing will not be responsible for delays or failed transfers resulting from incorrect details supplied by the customer.

11. Return Shipping

Where the return is due to an error attributable to Penguin Marketing, such as delivery of an incorrect, damaged, or defective product, the return shipping arrangement may be handled or reimbursed according to the circumstances.

For returns requested for reasons such as change of mind, incorrect size selection, personal preference, or other reasons not caused by Penguin Marketing, return shipping charges may apply, where returns are permitted.

Any applicable shipping charges, return charges, or deductions will be communicated to the customer before the return is finalized where reasonably possible.

12. Return Process

To request a return, customers should contact Penguin Marketing using the details provided below.

Please include:

Order Number:
Customer Name:
Registered Mobile Number:
Product Name:
Reason for Return:
Photographs/Videos, if applicable:

After receiving the request, our team may review the information and provide further instructions.

If the return is approved, the customer must follow the provided return instructions. Products should be securely packed to reduce the risk of damage during transportation.

A return does not automatically guarantee a refund. The returned product must satisfy the applicable eligibility requirements.

13. Inspection of Returned Products

All returned products may be inspected after receipt.

During inspection, we may check:

• Product condition.
• Tags and labels.
• Packaging.
• Accessories and components.
• Signs of use or wear.
• Damage caused after delivery.
• Whether the returned item corresponds to the original order.

If the returned product does not meet the applicable conditions, the return or refund may be rejected.

Where a return is rejected, the customer may be responsible for any applicable costs associated with sending the product back to the customer.

14. Cancellation Before Dispatch

Customers may contact us to request cancellation of an order before it has been dispatched.

Cancellation requests are not guaranteed because an order may already have entered processing, packing, or shipping.

If an order has already been dispatched, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable delivery and return procedure.

For prepaid orders that are successfully cancelled before dispatch and approved for refund, the applicable amount will be refunded through the original payment method, subject to processing timelines.

15. Refund Processing Time

Once a return is received and approved, the refund will be initiated within a reasonable processing period.

The actual time required for the refund to appear in the customer's bank account, card, wallet, or payment account depends on the payment gateway, bank, card issuer, or financial institution.

Penguin Marketing cannot control processing times imposed by third-party payment providers or banks.

Customers should therefore allow additional time after receiving confirmation that the refund has been initiated.

16. Refund Deductions

Where applicable, refunds may be subject to deductions permitted under the applicable terms, including certain shipping, return, handling, or other charges that were clearly communicated to the customer.

For approved refunds arising from defective, damaged, or incorrectly supplied products caused by Penguin Marketing, we will review the circumstances fairly before applying any deduction.

17. Product Availability

Replacement or exchange depends on product availability.

If the exact product, size, colour, or variant is unavailable, we may offer another available resolution. Depending on the circumstances, this may include an alternative product, replacement, store-related resolution, or refund.

18. Fraudulent or Abusive Return Requests

Penguin Marketing reserves the right to investigate unusual, repeated, fraudulent, or abusive return requests.

Returns may be refused where there is evidence of:

• Product misuse.
• Intentional damage.
• False claims.
• Product substitution.
• Repeated abuse of the return system.
• Return of an item that was not purchased from Penguin Marketing.
• Manipulation of order or return information.

Any action taken under this section will be based on the circumstances of the individual case and applicable law.

19. Customer Responsibility

Customers are responsible for providing accurate delivery, contact, and payment information.

Customers should inspect products after delivery and notify us promptly if there is any issue.

Customers are also responsible for following product care instructions and maintaining the product in appropriate condition until the return process is completed.

20. Policy Changes

Penguin Marketing may update, modify, or revise this Return and Refund Policy from time to time to reflect changes in our business practices, products, services, technology, or applicable legal requirements.

The updated version will be published on penguinemarketing.com with the revised date where appropriate.

Customers should review the policy before placing an order.

21. Contact Us

If you have any questions regarding returns, exchanges, cancellations, or refunds, please contact us:

Penguin Marketing
Owner: Santa Biswas
Email: Penguinemarketing.official@gmail.com
Phone: 7003877092
Address: Murali, Para-Baishali, Post Office – Bamangachi, P.S. – Duttapukur, GP – Chhotojagulia, Barasat, Gram Sansad No. 18, District – North 24 Parganas, West Bengal – 743248, India.
GST No.: 19AQYPB9358E1Z7

We encourage customers to contact our support team before sending any product back. This helps us provide the correct return instructions and process eligible requests efficiently.

22. Final Statement

Our goal at Penguin Marketing is to provide customers with a dependable shopping experience and quality fashion products. We understand that returns and refunds can sometimes be necessary, and we aim to handle eligible requests in a transparent and reasonable manner.

By purchasing from penguinemarketing.com, customers acknowledge that they have reviewed and understood this Return and Refund Policy and agree to follow the applicable procedures described above.