PenguPlay

Ships within 2–3 days.

Free Worldwide Shipping: Arrives in 7-15 business days.

Refund & Return Policy

Damaged Goods & Issues

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

Mandatory Documentation for Damaged Goods

To qualify for a refund or replacement for damaged items, you must provide the following:

1. Unboxing Video: A continuous video showing the opening of the original package (the box/parcel) immediately upon arrival.
2. Proof of Damage: Clear photos or video footage showing the specific defect or breakage.
3. Return Shipment: Damaged goods must be returned to our warehouse address in China.
4. Contact: Reach out to us via email at support@weiqueen.com.

Refund Terms & Conditions

We process refund requests exclusively for the following reasons (within 30 days of receipt):

§1 Non-Receipt of Goods

• A refund is applicable if the items never arrive.
• Exclusion: Refunds are denied if the non-delivery is caused by the customer (e.g., providing an incorrect address, refusing the package, or failing to collect it from the local post office/depot).

§2 Damaged Goods

• Immediate notification to support@weiqueen.com is required.
• Proof of the unopened package (unboxing video) is mandatory for the claim to be valid.

§3 Significant Description Mismatch

• A refund is possible if the received product differs significantly from the description on our website. Please submit your claim via email.

§4 Refusal of Delivery

• No refund will be issued if the package is returned or destroyed due to:Refusal to accept the delivery.Unreachability by phone or during delivery attempts.Failure to communicate with the carrier.
• Note: In the event of a return due to refusal, partial shipping costs will be deducted. If the package is destroyed by the carrier, no refund will be issued.

§5 Excluded Reasons

Refund requests will be rejected for:

• Change of mind: "I don't like it anymore" or "I changed my mind."
• Personal reasons: Any reasons not related to product quality or delivery.
• Discriminatory motives: Rejection based on "Made in China" or other biased origins.
• Payment disputes: Refusal to pay for invalid or arbitrary reasons.

Shipping Information

We ship globally from our logistics centers in the USA, China, and the UK.

Deadlines

• Non-receipt: Contact us via email at any time regarding missing orders.
• Final Deadline: All claims for refunds or returns expire 30 days after the goods have been received. Claims made after this period will not be supported.