Refund policy

RETURNS & REFUNDS POLICY

Returns
We offer a 15-day window from the date you receive your order to request a return or refund. If more than 15 days have passed since you received your item, unfortunately we can't offer you a refund or exchange.

To start a request, please contact us at penguiniluminado1@hotmail.com with your order number and the reason for your return.

Right of Withdrawal (EU and UK Customers)
If you reside in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 calendar days of receiving your item, without needing to provide a reason, in accordance with applicable consumer protection law. This right is already included within our general 15-day window.

Defective, Damaged, or Incorrect Items
If your item arrives defective, damaged, or you received the wrong item, please contact us at penguiniluminado1@hotmail.com with photos or a video showing the issue, within 15 days of receiving your order. Once we've reviewed the evidence, we'll offer you either a full refund or a free replacement of the correct item, with no need to physically return the product.

Change of Mind / Didn't Meet Expectations
If you simply changed your mind or the product didn't meet your expectations, contact us within 15 days of receiving your item to arrange your refund request. To be eligible, the item must be unused and in its original condition and packaging. We may request photos of the item, and in some cases, request its physical return before processing the refund.

Exceptions
We do not accept returns or refunds on sale items or gift cards.

Refunds
Once your request is approved, your refund will be automatically processed to your original payment method within 10 business days. Please note that your bank or card issuer may take additional time to process and post the refund. If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at penguiniluminado1@hotmail.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. If the item wasn't marked as a gift, or the gift giver had the order shipped to themselves to give it to you later, the refund will be sent to the original purchaser.