Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can start the process in your account by your order. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be refunded.

You can always contact us for any return question at hello@piothepenguin.com. 

Damages and issues

All orders are inspected twice before shipment:

  • First inspection occurs with our manufacturing partners before they are shipped to us.
  • Second inspection occurs before the product is shipped to you. This second inspection is video recorded internally for each product to ensure that the product you receive is immaculate!
    • If you would like a copy of this video inspection, just request it by contacting us a hello@piothepenguin.com. Videos are stored a minimum of 30 days after the original order.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Exchanges will not happen at the support level or through email.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@piothepenguin.com.