Penguin Village PH     

Refund, Returns & Exchange Policy

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Penguin Village PH is committed to 100% customer satisfaction! We want you to have an enjoyable shopping experience with us. If you’re not completely satisfied, let us know and we will work with you to make it right.

If you would like to return an item, please email us at We will get back to you within 24 hours.

Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with their tags still attached. Original sales receipt must accompany your return.

If an item is not eligible for return, this will be stated on the product description page. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
* Bathing suits and intimate apparel
* Gift cards
* Downloadable software products
* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Refunds can only be credited to the original payment method.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 7 days after delivery

We will pay for the return shipping costs if the return is result of our error (incorrect or defective item).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to:

Penguin Village PH
Salinas Drive Lahug
Cebu City, Philippines 6000

Make sure your return is well-packaged and properly insured.

If you are returning an item with the intent on exchanging it, the easiest way to complete an exchange is to simply return your item for a refund or place an order for the new item you prefer.

Once we received the returned item, we will process a new order for your exchange and ship it at no cost to you. If the new item is a higher price, we will contact you for additional payment; if the new item is a lower price, we will refund the difference to your original form of payment. If you request an exchange for an out of stock item, we will issue a full refund.

If you believe your package was damaged in shipping, we require that you contact us within 5 days of delivery and we will work with you to quickly resolve the issue.

To cancel an order, please contact us as soon as possible. You can only cancel your orders within 12 hours upon purchased. If your order has not yet shipped, we will immediately refund your payment.

To return your product, you should mail your product to:

Penguin Village PH
Salinas Drive Lahug
Cebu City, Philippines 6000

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over Php 1000, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you have any further questions about our Refund, Returns, Exchange & Shipping Policy, please don’t hesitate to contact us by email at

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