Refund Policy

Effective Date: 25 May 2026 |  Version 1.0

All Products sold on Penguin Tree AI are digital downloads delivered instantly at the time of purchase. Physical merchandise, where offered, is governed by the separate Physical Products section below.

30-Day Satisfaction Guarantee

If a Product does not meet your expectations, contact us at hello@penguintree.ai within 30 days of your order date and tell us briefly why. We will work with you to make it right, including issuing a full refund where appropriate. We may decline refund requests where there is evidence of abuse, such as repeated refund requests across multiple Products, refund requests after substantial use of the Product’s output, or refund requests on a Product you have shared with third parties. After 30 days, refunds are at our discretion. We may issue refunds beyond the 30-day window in limited circumstances, including for Products that are subsequently removed from sale for intellectual property or policy reasons, or for billing errors.

How to Request a Refund

Email hello@penguintree.ai with your order number and a brief description of the issue. Refunds are returned to your original payment method and may take 5–10 business days to appear depending on your bank.

Digital Access After Refund

Upon refund, your access to download or re-download the Product from your account will be revoked. As set forth in the End User License Agreement, your license to use the Product terminates as of the refund date, and you must delete any local copies of the Product in your possession or control.

Before Disputing a Charge

If you have any concern about your purchase, please contact us at hello@penguintree.ai before disputing the charge with your bank or card issuer. We respond to refund requests promptly and resolving the issue directly is faster than a chargeback. Chargebacks initiated without first contacting us may result in suspension of your account and may be reported as transaction abuse to your card issuer if the underlying transaction was legitimate.

For Creators

When a customer refund is issued for a Submission you created, the refunded amount (your 80% Creator share) is deducted from your next monthly payout in accordance with Section 4.5 of the Creator Submission Agreement. We monitor refund rates on individual Submissions and across Creators, and we will reach out if a Submission shows a refund rate that suggests a quality or fit issue worth addressing.

Physical Products

We offer a 30-day return policy on physical products. If you are not satisfied with your purchase, email us at hello@penguintree.ai within 30 days of receiving your order with your order number. We will reply with return shipping instructions and, where appropriate, a prepaid return shipping label. Items must be unworn and unwashed to be eligible for return.

This Refund Policy is part of and governed by the Penguin Tree AI Terms of Service.