Cancellation policy
Order Cancellation Policy of The Penguin Crew
At The Penguin Crew, we accept order cancellations in accordance with the conditions outlined below. This policy complies with current Spanish consumer protection and e-commerce legislation.
Order Cancellations
Customers may request the cancellation of their order provided that it has not yet been processed or shipped.
Once the order has been confirmed and before it has been handed over to the shipping carrier, the customer may cancel the order at no additional cost.
To request a cancellation, the customer must contact us as soon as possible by email at:
Please include the order number and any necessary details for identification.
Processed or Shipped Orders
If the order has already been processed or shipped, it cannot be cancelled. In such cases, the customer must wait to receive the order and, if desired, exercise their right of withdrawal, in accordance with our Returns and Refunds Policy.
Shipping and return costs may be borne by the customer, unless otherwise required by applicable law.
Non-Cancellable Items
In accordance with Article 103 of Royal Legislative Decree 1/2007, cancellations and returns of customized products, products made according to the customer’s specifications, or clearly personalized items are not accepted once the preparation or production process has begun.
Refunds
If the cancellation is accepted, the corresponding refund will be issued using the same payment method used for the purchase, unless another method is expressly agreed upon.
The refund will be processed within a maximum of 14 calendar days from confirmation of the cancellation.
Order Modifications
Requests to modify an order (such as changes to the shipping address, size, or color) may only be made before the order has been processed or shipped and are subject to availability.
Contact
For any questions related to cancellations, order modifications, or purchases, customers may contact us at:
Legal Notice:
This policy has been drafted in accordance with Shopify’s recommended guidelines and in compliance with current Spanish legislation. The Penguin Crew reserves the right to modify this policy at any time in order to adapt to legislative changes or updates to its business practices.