Return / Refund Policy

What is Protectpay?

Shop Penguin strongly values customer satisfaction and understands that you may be worried what will happen to your money if you are buying online. We want you to be 100% satisfied with your buying experience on Shop Penguin, and the quality of the product you receive. Our service, ProtectPay guarantees your purchase and gives you 100% of your money back in case we falter on our commitments. Read more about ProtectPay.

Can I return an order placed on ShopPenguin? 

Yes, You can return an order received from ShopPenguin. Our Return/Refund policy lasts 7 days from date of delivery of order.. If 7 days have gone by since the delivery of your order, unfortunately we can’t offer you a refund.

What are the conditions for returning the product?

  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, tags & covers.
  •  To complete your return, we require a receipt or proof of purchase.
  •  Please do not send your purchase back to the manufacturer.
  •  

    Non-returnable items:

    1. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
    2. Gift cards
    3. Downloadable software products
    4. Some health and personal care items

    Sale / Discounted items
    Only regular priced items may be refunded, unfortunately sale or discounted items cannot be refunded.

     

    How can I return the product received from Shop Penguin?

    If the delivered product falls under any of the above mentioned cases, we request you to generate a return request within 7 days of receipt of your order by visiting my orders page in your ShopPenguin Account. Go to My Account

    We’ll arrange for pickup of your package within 4 working days of receipt of your request through one of our courier partners.

    What if Shop Penguin’s courier partner doesn’t serve my location?

    In case we are unable to arrange a reverse pickup for you, we’ll inform you and request you to return the product via any other courier. We will refund the full courier amount in Store Credits up to a Max of Rs. 400

    What do I do if the product received is physically damaged?

    If you receive a physically damaged product, we request you to write us at contact@theshoppenguin.com within 7 days of receipt of your order. You will then be requested to share images of the product. Once approved, we’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint, check for the physical damage and if approved, we’ll initiate refund/replacement of the product as per your request

    What do I do if I receive wrong product?

    If you receive a wrong product, we request you to write us at contact@theshoppenguin.com within 7 days of receipt of your order. You will then be requested to share images of the product. Once approved, we’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint. You can choose to have refund/replacement of the product.

    What do I do if product received is different from the description on Shop Penguin

    If you receive a product that is different from the description on shoppenguin.in, we request you to write us at contact@theshoppenguin.com within 7 days of receipt of your order. You will then be requested to share images of the product. Once approved, we’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint. You can choose to have refund/replacement of the product.

    What do I do if I receive a faulty product

    If you receive a faulty product, we request you to write us at contact@theshoppenguin.com within 7 days of receipt of your order. We’ll arrange reverse pickup for the product within 4 working days of receipt of your complaint and inspect the product. If the product is found to be faulty/defective, we’ll exchange it for you/refund the entire amount, as per your request.

    What if I choose to have replacement and the product is sold out on Shop Penguin?

    Replacements are made basis availability of the product on the website. If the product is not available on the website, we’ll initiate refund after your confirmation

    I paid the amount upfront while purchasing product from Shop Penguin, how do I get the refund?

    Your payment is covered under Protectpay. In case of prepaid orders (paid through credit card/debit card/netbanking), the amount is refunded in the form of ShopPenguin Refund Card / store credits so you can purchase any product from Shop Penguin without any hassles.

    I paid cash on delivery, how would I get the refund?

    If the mode of payment was cash on delivery (COD), the amount is refunded in the form of ShopPenguin Refund Card / store credits worth the amount you paid, so that you can purchase any product from Shop Penguin without any hassles.

    .

    For Generating refunds please visit Refund Order Page in your ShopPenguin Account. Go to Refund Order Page>

     

    How long will it take to refund?

    Debit card/credit card/netbanking

    Store Credits - Immediate refund (2-3 minutes)

    Cash on Delivery

    Store Credits - Immediate refund (2-3 minutes)

     

     

     

     

      Partial Refunds

      1. There are certain situations where only partial refunds are granted.
      2. Book with obvious signs of use
      3. CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
      4. Any item not in its original condition, is damaged or missing parts for reasons not due to our error
      5. Any item that is returned more than 30 days after delivery

      Late or missing refunds

      1. If you haven’t received a refund yet, first check your bank account again.
      2. Then contact your credit card company, it may take some time before your refund is officially posted.
      3. Next contact your bank. There is often some processing time before a refund is posted.
      4. If you’ve done all of this and you still have not received your refund yet, please contact us at contact@theshoppenguin.com.


      Gifts

      If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

      If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

       



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