Refund & Return Policy
How do i return the item purchased on thepengu.com ?
Now with our easy returns policy, returning a product is very convenient. If you have received a product which is “Damaged, Defective, or Not as described” and you wish to return the product, you have 15 days (48 hours for damaged and defective) to raise a return request by just following the below mentioned procedures:
Raise a return request by calling our customer number at +91 8380-810-290 or by sending us the return request mail on our customer support email id “firstname.lastname@example.org “.
Once we have received your request, one of our Customer Service Executive will get in touch with you to further understand the issue and will process the request for either replacement / refund (as per the situation).
Ideally in replacement, we do a reverse pickup of the product which is “Damaged, Defective, or Not as described (Customer not liking)” from the customer’s place in an unused/undamaged condition with all tags, bills and original packaging intact. We provide replacement of the product once we have received the product which was either ““Damaged, Defective, or Not as described (Customer not liking)” and we have a done the quality check on the same (for damaged and defective items).
Replacement is subject to availability of the product. If the product is out of stock you will either receive a “Refund” of the product amount paid while purchasing.
We also have a facility of refund if we are not able to provide a replacement/exchange of the product ordered in case of if the product delivered is “Damaged, Defective”. Refund facility will not be applicable in case of product disliked by the customer.
Although we will try our level best to assure you a hassle free return, there are certain exceptions where it will be difficult to support returns as mentioned below:
If the return request is made after the specified time frame (15 days from the date of delivery-48 hours for damaged and defective).
Anything missing from the package like the price tag, accessories, labels, original packing, etc.
Product is damaged due to misuse, physical damage or any other damage done by human error, etc.
Any customer had requested and placed an order for Customized product, than replacement will be done only if the product is received in a Damaged or Defective condition. There will be no replacement / refund for customer dislike. Examples like – Wallart, etc.
When are return not possible ?
At Pengu, we try our level best to give you the best customer service experience but even though there are certain scenarios where it will be difficult to support returns. The scenarios are as below:
If the return request is made after the specified time frame (15 days from the date of delivery).(48 hours for damaged and defective).
Anything missing from the package like the price tag, accessories, labels, original packing, etc.?
Product is damaged due to misuse, physical damage done by human error, etc.
Any customer had requested and placed an order for Customized product, than replacement will be done only if the product is received in a Damaged or Defective condition. There will be no replacement / refund for customer dislike. Examples like – Wallart etc.
Ideally, we would not like our valuable customers to leave unhappy or unsatisfied but even if after all our efforts, a customer is willing to have a refund for his/her order; we do have a facility of refund as per the refund policy described as below:
We provide a refund to the customer if we are not able to provide a replacement/exchange of the product in case the product delivered is “Damaged, Defective, Dislike”.Customized Products like Wallart, Wallpaper, etc. will not be covered under refund policy in case of customer dislike. Such products will not be applicable Refund in case of customer dislike.
Once we get a refund request from your end, we process your refund as per the mode of payment you selected while placing your order which is described below:
Prepaid Order (Credit Card/Debit Card/Net Banking)
In this, the order amount will be remitted back to your card or net-banking account. The process for initiating this takes 1-2 business days however it may take approximately 5-7 business days to get the amount actually reflect in your card / net-banking account.
Cash On Delivery Order
If you have placed an order using cash on delivery mode and had requested a refund:
We take your bank account details along with a copy of cancelled cheque and we do a bank transfer. In this the money will get credited in your account within 5-7 working days.
Important Note –
If the order value becomes zero on usage of any gift vouchers or discount coupon codes, for such instances, there will be no refund provided and in return we will reinstate the “Gift Voucher” or “Discount Coupon Code ” with the respective amount, which you can use to redeem any other product of your choice from the Pengu website.