PENGUIN HEALTH RETURN POLICY
In order to begin a return you will need:
- Your order number (reference number found on your packing slip)
- Your order confirmation email
If you have any questions, please contact us or visit our Help Center.
RETURNS, REFUNDS AND EXCHANGES
You can return new and unused items that still have their tag attached within 30 days after purchase. We have the right to refuse to accept used, damaged or otherwise ineligible items for return. Custom-made products, merchandise that are final-sale as well as products specified as non-refundable are ineligible for return. Please contact us for further information on our return policy or if you have any questions.
The following are the steps you will need to take to return an item:
For U.S. and Canadian Returns and Exchanges:
Making a return is quick, easy and free. Here are the steps you’ll need to follow:
- Firstly, please email your request to us at returns@penguinhealthgroup.com with the names of all the items you wish to return or exchange as well as your order number, full name and address.
- We will then send you a shipping label that you can use to return the items along with other details that you will need to follow.
A confirmation email will be sent to you with your refund or your new order (if an exchange was made) once your items have been returned.
For International Returns and Exchanges
Making a return is easy. Here are the steps you’ll need to follow:
- Firstly, please email your request to us at returns@penguinhealthgroup.com with the names of all the items you wish to return or exchange as well as your order number, full name and address.
- We will then send you a shipping label that you can use to return the items along with other details that you will need to follow.
A confirmation email will be sent to you with your refund or your new order (if an exchange was made) once your items have been returned.
Customers in the U.S.A., United Kingdom and Australia will need to pay the return shipping costs whereas for Canadian customers, return shipping is free.
Receiving a Refund
Refunds will be issued when item(s) for return have been received and checked thoroughly. Items that have been damaged upon receipt will be ineligible for a refund. Unless the items are damaged or defective, shipping and handling costs will not be included in the refund. The form of payment you used in your original transaction will be the form in which you will receive your refund and the refund amount that you will receive includes the price of the product without the return label fee, if applicable. Refunds made through credit cards may take up to 10 days to complete depending how long your bank takes to process such transactions.
OUR GUARANTEE
We guarantee that our merchandise is free from any manufacturing defects and should a manufacturing defect be found it will be accepted for a refund or exchange. We will cover any shipping costs related to items claimed to be defective under our guarantee. The steps for returns described above can be used for the return of items that fall under our guarantee. A notification will be sent to you regarding your refund or new order once we receive your returned item(s).
Items for return should be sent within 30 days since purchase and must be new and in the same condition in which you received them, meaning that they must be unused and with their tags still attached. We have the right to refuse to accept used, damaged or otherwise ineligible items for return.
Items than have been embroidered or are classed as All Before They Go items cannot be returned for an exchange or refund as they are final-sale items. Penguin Health Group offers this guarantee. Please contact us for further information on our return policy or if you have any questions.
A Note to our Australian Customers
The guarantee is offered by Penguin Health Group as a supplement to your rights under the Australian Consumer Law, regulations or as required by the law in other ways, and is not meant to replace or exclude them.
The guarantees made regarding our goods and services cannot be excluded under the Australian Consumer Law. If you believe that there has been large scale service failure on our part, you are entitled (i) to ask for the cancellation of your service contract with us; and (ii) to ask for a refund for the portion of services that were unused or to ask for compensation for the reduced value of our services.
If there is a large scale failure in relation to our goods, then you have the right to choose to get a refund or a replacement. If the failure cannot be considered major, then you have the right to ask for the failure to be corrected in a timely manner. If the failure is not corrected in a timely manner then you have the right to ask for refund for the goods and to cancel the service contract with us as well as receive a refund for any unused portion. You also have the right to compensation for any other anticipated damage or loss resulting from the failure of our goods or service.