Refund policy

Return Policy of The Penguin Crew

At The Penguin Crew, we are committed to ensuring your satisfaction with every purchase. Below you will find our return policy, designed in accordance with current Spanish legislation, with the aim of providing you with a clear and hassle-free experience.

1. Right of Withdrawal

In accordance with Spanish law, you have the right to withdraw from your purchase without providing any justification within 14 calendar days from the date you receive your order. To exercise this right, please contact us at info@thepenguincrew.com so that we can provide you with the withdrawal form and the necessary instructions.

2. Conditions for Returns

In order for a return to be accepted, the following conditions must be met:

  • Products must be unused, in perfect condition, with their original packaging, all labels intact, and showing no signs of wear.

  • For hygiene reasons, customized products are not eligible for return, provided this is clearly stated on the product page at the time of purchase.

3. Return Shipping Costs

  • The direct costs of returning the product shall be borne by the customer, except in cases where the item received is defective or incorrect.

  • We recommend using a shipping service with tracking, as we are not responsible for returns lost during transit.

4. Refunds

Once the returned product has been received and its condition verified, we will proceed with the corresponding refund. This process may take up to 14 calendar days from the date we receive the returned item.

  • The refund will include the price paid for the product and, where applicable, the original standard shipping costs. If the customer chose a shipping method other than the standard option, any additional costs will not be refunded.

  • We reserve the right to withhold the refund until we have received the product or until the customer provides reliable proof that it has been returned.

5. Defective or Incorrect Products

If you receive a defective product or an item that does not match your order, please contact us immediately. We will cover all shipping costs related to the return and replacement of the product, provided that the claim is validated.

6. Return Procedure

To make a return, please follow these steps:

  1. Contact our customer support team at info@thepenguincrew.com, indicating your order number and the details of the item you wish to return.

  2. You will receive detailed instructions, including the return shipping address.

  3. Send the package using a secure shipping service that provides tracking.

7. Exceptions and Restrictions

  • Returns of customized products (for example, socks with unique designs requested by the customer) will not be accepted unless they present a manufacturing defect.

  • Returns submitted after the legally established 14 calendar day period will not be accepted.

8. Contact

If you have any questions or need further information about our return policy, our team is available at info@thepenguincrew.com to assist you.

Legal Notice:
This return policy has been drafted in accordance with current consumer and user regulations in Spain. Our goal is to provide maximum transparency and avoid any misunderstandings, thereby ensuring a satisfactory shopping experience for all our customers.