Refund policy
Refund and Return Policy
1. Our Approach
1.1 We want you to be happy with your order. Because many Penguin Productions products are personalised, custom-made or made to order, return options differ depending on whether your item is a standard non-personalised product or a personalised/custom product.
1.2 This policy is offered in addition to your legal rights. Nothing in this policy affects your statutory rights.
2. Standard, Non-Personalised Items
2.1 If you order a standard, non-personalised item online, you may cancel your order by contacting us within 14 days of receiving the item.
2.2 Once you have told us you wish to cancel, you then have 14 days to return the item to us.
2.3 To qualify for a refund, the item must be returned unused, unworn, and in its original condition and packaging where reasonably possible.
2.4 Return postage costs are the customer’s responsibility unless the item is faulty, damaged, not as described, or was sent in error.
2.5 Where a valid cancellation applies, we will refund the item price and the standard delivery charge originally paid, if applicable. If you selected a more expensive delivery option, we are only required to refund the standard delivery amount.
3. Personalised and Custom-Made Items
3.1 Personalised, custom-made and made-to-order products are created specifically for your order. This includes items featuring a name, photo, message, date, logo, uploaded artwork, custom embroidery, custom print, engraving or any other customer-specific detail.
3.2 These products are exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations 2013, unless they are faulty, damaged, incorrect or not as described.
3.3 We cannot offer a refund or exchange for personalised or custom-made items simply because you have changed your mind once production has started.
3.4 If you contact us before production has started, we may be able to cancel or amend your order, but this is not guaranteed.
3.5 Please check all names, spelling, dates, wording, design options, colours, sizes and uploaded artwork carefully before placing your order. Personalised products will be produced using the details you submit or approve.
3.6 If we provide a proof for approval, production will be based on the approved proof. Please check it carefully before confirming.
3.7 It is the customer’s responsibility to ensure that all personalisation details are correct before submitting an order or approving a proof. We cannot offer a refund, replacement, or exchange for an item produced correctly using information supplied or approved by the customer, even if that information later proves to be incorrect.
3.8 This includes, but is not limited to, spelling mistakes, incorrect names, dates, wording, sizes, colours, design choices, uploaded images, logos or artwork files supplied by the customer.
4. Faulty, Damaged or Incorrect Items
4.1 If your item arrives faulty, damaged, incorrect or not as described, please get in touch with us as soon as possible, preferably within 7 days of receipt, at enquiries@penguinproductions.uk.
4.2 Please include your order number and clear photos showing the issue.
4.3 Once reviewed, we will offer a repair, replacement or refund as appropriate, in line with your rights under the Consumer Rights Act 2015.
4.4 If the item needs to be returned because it is faulty, damaged, incorrect or not as described, we will cover reasonable return postage costs.
5. How to Request a Return or Refund
5.1 Email enquiries@penguinproductions.uk with your order number, the item concerned and the reason for your return or refund request.
5.2 We will confirm whether your item is eligible and provide next steps, including the return address where applicable.
5.3 Please do not send items back before we have confirmed the return. This helps us process your return correctly and avoid delays.
6. Refund Processing
6.1 For eligible returned items, we will process your refund within 14 days of receiving the item back, or within 14 days of receiving evidence that you have sent it back, whichever is earlier.
6.2 Refunds will be issued to the original payment method unless otherwise agreed.
6.3 Your bank or payment provider may take additional time to make the refund visible in your account.
7. Exchanges
7.1 We may offer an exchange instead of a refund on eligible non-personalised items, subject to stock availability.
7.2 Exchanges on personalised or custom-made items are only available where the item is faulty, damaged, incorrect or not as described.
8. Business, Trade and Wholesale Orders
8.1 Business, trade and wholesale orders are handled under the agreed order terms or quotation.
8.2 Cancellations after production has started may incur a charge for materials, design work, production time and any costs already committed.
9. Contact Us
9.1 To request a return, refund or exchange, contact:
Penguin Productions
Email: enquiries@penguinproductions.uk
9.2 Please include your order number in all messages so we can locate your order quickly.