Our Promise
At The Penguin Retail, every piece is quality-checked before dispatch. If something isn't right, we'll make it right — fast.
Exchange Policy
We offer a 7-day exchange window from the date your order is delivered. We accept exchanges for:
- Wrong item sent
- Defective or damaged item
- Item damaged during shipping
To be eligible, items must be unused, unworn, and in original packaging with tags intact.
How to Request an Exchange
- WhatsApp us at +92 333 327 9108 within 7 days of delivery
- Send your order number + clear photos of the item
- Our team will confirm your exchange within 24 hours
- Ship the item back to us — we'll send your replacement once received
Defective or Wrong Items
If we sent the wrong item or your piece arrived damaged, we cover the return shipping cost and send a replacement at no charge. No questions asked.
What We Don't Accept
- Items returned after 7 days of delivery
- Worn, used or altered items
- Items without original packaging
- Sale or clearance items (exchange for store credit only)
Cash Refunds
We do not offer cash refunds on COD orders unless the item is confirmed defective and no replacement is available. In that case, a full refund will be processed within 3–5 working days via bank transfer or JazzCash/EasyPaisa.
Return Shipping
Customer is responsible for return shipping costs unless the item is defective or incorrect. We recommend using a tracked courier service.
Sale & Clearance Items
Sale items are eligible for store credit only. No cash refunds or exchanges for a different product.
Questions?
WhatsApp: +92 333 327 9108
Email: support@thepenguinretail.com
Hours: Mon–Sat, 10am–8pm PKT