We want you to love what you receive. If something is not right, this policy explains how returns, replacements and refunds work at Penguin 3D House.

7-day easy returns

Standard (non-customised) products can be returned within 7 days of delivery for any reason, provided they are unused, unwashed and in their original packaging with all accessories.

Custom and made-to-order items

Products that are personalised or printed to order just for you — custom nameplates, lithophane photo lamps, figurines from your photos, wedding favours and anything ordered through Custom Order — are non-returnable and non-refundable, because they cannot be resold. The exception is below.

Damaged, defective or wrong items

If your order arrives damaged, defective, or is not what you ordered, tell us within 48 hours of delivery with your order number and clear photos of the issue. We will arrange a free replacement or a full refund — your choice. For custom items, defects in printing or finishing are always covered.

A quick note on 3D printing: fine layer lines, tiny surface texture and minor colour variation between batches are a natural part of the process and are not considered defects.

How to start a return

  1. Message us through the Contact page, email or phone with your order number and reason.
  2. We confirm eligibility and share return instructions within 1–2 working days.
  3. Pack the item securely in its original packaging and hand it to our pickup partner (or ship it to the address we share).

Who pays for return shipping?

If the return is due to our mistake (damaged, defective or wrong item), we cover it fully. For change-of-mind returns, the customer bears the return shipping cost, and the refund is issued after we receive and inspect the item.

Refund timelines

  • Online payments (Razorpay/UPI/cards): refunded to the original payment method within 5–7 business days of approval.
  • Cash on Delivery: refunded via bank transfer or UPI within 7 business days of approval — we will ask for your UPI ID or account details.

Cancellations

Standard products can be cancelled any time before dispatch for a full refund. Custom orders can be cancelled before printing begins; once printing has started, the order cannot be cancelled.

Questions?

Reach us any time through the Contact page — we reply within one working day.