Returns and Refunds

RIGHT OF WITHDRAWAL

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

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

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

In case of withdrawal due to second thoughts, the direct return costs are borne by the customer.

If, on the other hand, the return is due to a recognized lack of conformity or an error attributable to Penguin's Crown, any necessary costs for the return will be borne by Penguin's Crown.

The refund will be made within 14 days of the withdrawal communication, using the same payment method used for the purchase. Any costs for the initial standard shipment will also be refunded.

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 by down payment or installments, the sums actually paid will be refunded.

The right of withdrawal also applies to normal pre-order products or products procured on order, without prejudice to the exceptions provided by law, such as clearly customized products.

LEGAL GUARANTEE AND DEFECTIVE PRODUCTS

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

If the product received has a lack of conformity, 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 evaluate the problem.

In the presence of a recognized lack of conformity, the remedies provided by law will be applied. First, the repair or replacement of the product may be proposed, when possible and not excessively burdensome. If such solutions are not practicable, a proportional price reduction may be recognized or, in the cases provided, the termination of the contract and reimbursement.

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

BOXES AND PACKAGING

Product boxes may have slight imperfections due to production, handling, or international transport. Small marks, slight creases or packaging imperfections that do not compromise the contained product do not automatically imply the 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 evident damage.