Returns and Refunds

RIGHT OF WITHDRAWAL

The consumer customer may exercise the right of withdrawal within 14 days from product delivery or, in the case of multiple products delivered separately, from the delivery of the last product in the order.

The request can also be sent before shipment via the function available in the customer account's order area or by contacting us at info@penguinscrown.com.

If the product has already been delivered, it must be returned within 14 days from the communication of withdrawal.

If, however, the return is due to a recognized conformity defect or an error attributable to Penguin's Crown, any necessary return costs will be borne by Penguin's Crown.

The refund will be made within 14 days from the communication of withdrawal, according to the methods accepted by the customer at the time of the order.

For fully paid orders, if the request is submitted within 30 days from the order date, the refund will be made using the original payment method. After 30 days from the order date, the refund will be issued via Store Credit.

For orders placed via Preorder Deposit, Preorder Deposit+, installment payment, or other methods with a down payment or installments, the amounts actually paid will always be refunded via Store Credit, even when the request is submitted within 30 days of the order. This refund method is expressly accepted by the customer at the time of order by accepting the Terms of Use and Preorder Conditions.

The Store Credit will be equal to the full refundable amount of the sums actually paid and will not incur costs for the customer.

Should Penguin's Crown be unable to provide the ordered product, all sums paid will instead be refunded using the original payment method.

If the product has already been delivered, the refund may be suspended until the returned product is received or until proof of its shipment is provided.

For orders paid via down payment or installments, the amounts actually paid will be refunded.

LEGAL GUARANTEE AND DEFECTIVE PRODUCTS

Products sold by Penguin's Crown are covered by the legal guarantee of conformity provided by the Consumer Code.

If the product received has a conformity defect, we invite you to contact us as soon as possible, indicating the order number and attaching, when useful, photographs or videos that allow us to assess the problem.

In the presence of a recognized conformity defect, the remedies provided by law will be applied. Firstly, repair or replacement of the product may be offered, when possible and not excessively burdensome. If these solutions are not feasible, a proportional reduction in price may be recognized or, in the cases provided, termination of the contract and refund.

The request for photographs is solely for the purpose of facilitating and speeding up the assessment and does not limit the rights recognized to the consumer by current legislation.

BOXES AND PACKAGING

Product boxes may have minor imperfections due to manufacturing, handling, or international transport. Small marks, slight creases, or packaging imperfections that do not compromise the product contained do not automatically imply non-conformity of the item.

Any significant damage to the box or product will in any case be evaluated on a case-by-case basis, taking into account the nature and extent of the damage, the conditions indicated in the product sheet, and the characteristics of the purchased item.

We recommend photographing the outer package and the product upon opening if there is obvious damage.