Terms of service

Terms and Conditions of Sale
Proud Penguin Ltd — Online Shop
Last updated: 21 October 2026

1. Who we are and how these Terms apply

1.1 This website and online shop are operated by Proud Penguin Ltd (registered company name: Proud Penguin Limited), a private limited company registered in England and Wales under company number 13503343. Our registered office and business contact address is 10–12 Mulberry Green, Harlow, Essex CM17 0ET, United Kingdom. Our UK VAT number is GB 463 4783 66. You can contact us at info@proudpenguin.co.uk or +44 (0)7746 667152.

1.2 These Terms and Conditions of Sale ("Terms") apply to orders placed through our online shop by consumers. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Our consumer shop is intended for personal purchases in normal household quantities and not for commercial resale. Trade and wholesale customers should contact us separately.

1.3 Please read these Terms before placing an order. By submitting an order, you agree to these Terms. Nothing in these Terms limits rights that cannot lawfully be excluded under applicable consumer protection law.

1.4 You must be at least 18 years old to place an order.

2. Products, orders and contract formation

2.1 Products displayed on our website are an invitation to place an order and not, by themselves, a legally binding offer by us to sell.

2.2 When you submit your order through checkout, you offer to buy the products selected at the prices and on the terms displayed before payment. You will have an opportunity to review your order and correct any mistakes before submitting it.

2.3 We will normally email an acknowledgement after you place an order. This acknowledges receipt but does not itself mean we have accepted the order. Our acceptance takes place when we email you a dispatch confirmation, or when the goods are delivered to you, whichever happens first. The contract is then formed.

2.4 If we cannot accept an order, for example because a product is unavailable or because of an obvious pricing or description error, we will let you know and refund any payment already taken for the affected products without undue delay.

2.5 The contract language is English. We will make a copy of the applicable Terms available in a form you can save, and provide the information and order confirmation required by law.

3. Your right to cancel (14-day cooling-off period)

3.1 If you are a consumer, you generally have the legal right to cancel an online order without giving a reason within 14 days after the day on which you, or a person you nominate other than the carrier, receive the goods. Where an order is delivered in multiple consignments, the cancellation period generally runs from receipt of the last item.

3.2 To cancel, tell us clearly before the cancellation period ends, for example by emailing info@proudpenguin.co.uk or writing to the address in section 1.1. You may use the Model Cancellation Form at the end of these Terms, but you do not have to use that form.

3.3 If you cancel an eligible order, we will refund the amount paid for the cancelled goods and the original standard delivery charge applicable to the cancelled order. We do not have to refund any additional charge for an express or premium delivery method that you chose over our least expensive standard option. We will refund you without undue delay and no later than 14 days after we receive the returned goods or you provide evidence of having sent them back, whichever is earlier. We will use your original payment method unless you expressly agree otherwise, and we will not charge a refund fee.

3.4 You must send back the goods without undue delay and within 14 days of telling us that you are cancelling. For change-of-mind cancellations, you are responsible for the direct cost of return postage, unless we expressly agree to cover it. Return eligible goods to Proud Penguin Ltd, 10–12 Mulberry Green, Harlow, Essex CM17 0ET, United Kingdom, or to another return address we provide in writing when you contact us. Please include your order number where possible. We recommend using a tracked service; this recommendation is not a condition of your statutory cancellation rights. This does not affect our responsibility for reasonable return costs where the goods are faulty, misdescribed or otherwise covered by your statutory rights.

3.5 You may inspect goods to establish their nature, characteristics and functioning, as you would reasonably be able to do in a shop. We may make a lawful deduction for any loss of value resulting from handling beyond what is necessary for that purpose.

3.6 The statutory 14-day cancellation right does not normally apply to goods made to your specifications or clearly personalised. It does apply to standard catalogue figurines unless a specific lawful exception applies.

3.7 The cancellation rights in this section are separate from and do not reduce your rights if goods are faulty, damaged or not as described.

4. Prices, taxes and delivery charges

4.1 Prices are displayed in the currency shown on the storefront or at checkout. Our UK storefront normally uses GBP (£)and our Ireland storefront normally uses EUR (€). Applicable sales taxes and delivery charges are included in, or clearly added to, the final total shown before you confirm payment. We do not guarantee that the tax treatment of UK and Ireland orders is identical.

4.2 Delivery charges and any free-shipping eligibility are shown during checkout. Free standard shipping is available for eligible UK deliveries on orders of £25 or more, subject to any geographic restrictions clearly shown before checkout. This £25 free-shipping offer does not apply to deliveries to the Republic of Ireland. Shipping charges for Ireland are calculated and displayed at checkout. Eligibility for any UK free-shipping promotion will be shown before payment.

4.3 Cross-border orders may involve customs duties, import VAT or carrier clearance charges, depending on the dispatch location, destination and shipping terms. The total price, taxes and any additional delivery or import charges that we charge will be displayed before the order is placed. If any further import or clearance charges are to be payable by the customer on delivery, we will make that arrangement and any known or reasonably calculable amounts clear before purchase. We will not describe an order as duty-paid unless this is the delivery arrangement we actually provide.

4.4 Promotional codes and discounts are subject to their stated conditions and are applied before the order is submitted. They do not affect your statutory rights.

5. Delivery and ownership

5.1 We currently offer deliveries to addresses accepted by our checkout in the United Kingdom and the Republic of Ireland. Delivery availability may vary by postcode or product. No order is accepted for an address that is not eligible for delivery at checkout.

5.2 Estimated dispatch and delivery times will be indicated on the website or at checkout. Unless a different delivery period is expressly agreed, we will deliver without undue delay and in any event within 30 days after the contract is formed. If there is a material delay, your rights under applicable consumer law remain unaffected.

5.3 If an ordered product becomes unavailable or we cannot fulfil the order, we will inform you and refund any payment made for the unfulfilled part without undue delay.

5.4 The risk of loss of or damage to the goods passes to you when you, or a person you nominate other than the carrier, take physical possession of them, except where the law provides otherwise (for example, if you independently arrange a carrier not offered by us). Ownership of goods passes to you once we have received payment in full.

6. Payment

6.1 We accept the payment methods offered to you at checkout. Availability of a particular method may vary by country or order.

6.2 Payment is due when you order, unless the payment method selected provides for a different payment arrangement. Any additional charges associated with a payment method will be disclosed before you submit your order.

7. Faulty, damaged or misdescribed goods — your statutory rights

7.1 Nothing in these Terms limits your legal rights. Under the Consumer Rights Act 2015 (where applicable), goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances, you may be entitled to a refund, repair, replacement or price reduction, including a short-term right to reject faulty goods within 30 days. For consumers habitually resident in Ireland, the Consumer Rights Act 2022 gives important rights for faulty or non-conforming goods, including a short-term right to terminate within 30 days where its conditions are met, and remedies such as repair, replacement, price reduction or termination thereafter. Depending on the expected life of the product and the circumstances, consumers may pursue remedies for defects for up to six years; this is not a promise that every figurine has a six-year commercial warranty. Other consumers retain applicable mandatory local protections.

7.2 Our figurines may be hand-painted or hand-finished. Small, reasonable variations in colour, paint application or surface finish can be part of the product's stated handmade character. However, this does not permit significant differences from the advertised product, defects affecting safety or quality, or any reduction of your statutory rights.

7.3 Our legal obligations as seller apply independently of any manufacturer’s voluntary guarantee and without requiring product registration. Where consumer law makes us responsible for return or collection costs in connection with a justified fault or non-conformity claim, we will bear those reasonable costs.

7.4 If there is a problem with an item, please email info@proudpenguin.co.uk with your order number and a description of the issue. Photographs are helpful where available, but not a condition of exercising your statutory rights.

8. Our liability

8.1 Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, liability for defective products that cannot lawfully be excluded, or any other liability or consumer right that cannot lawfully be limited.

8.2 We are responsible for foreseeable loss or damage caused by our breach of these Terms or by our failure to use reasonable care and skill. We are not responsible for losses that are not foreseeable, unless the law requires otherwise. Because our online consumer shop supplies products for personal use, we do not generally accept liability for commercial losses suffered in the course of a business; this does not affect non-excludable rights.

9. Product images, AI-assisted editing and representations

9.1 We take reasonable care to make our product photographs, videos, descriptions, dimensions and specifications accurate and representative of the goods offered for sale. The overall impression of a listing matters as well as the individual statements within it. Colours can appear different because of screen settings, lighting and photography.

9.2 Some product and promotional images are digitally edited. In certain cases, we use artificial intelligence (AI), including generative AI, as an image-editing tool. Depending on the image, this may include removing or replacing backgrounds; generating decorative scenery or settings; adjusting lighting, shadows or reflections; tidying up surrounding elements; or creating an illustrative composition around a figurine. The use of AI in an image does not mean that the physical figurine offered for sale is an AI-generated product.

9.3 Backgrounds, scenery, animals, people, plants, furniture, props and other objects shown for visual presentation may be staged, digitally created or AI-assisted. They are not included in the purchase, unless the product listing expressly states otherwise. Illustrative scenery should not be taken as proof of a figurine's actual scale, physical features, material, accessories or suitability for a particular use.

9.4 We aim to represent the actual product faithfully. AI-assisted editing must not be used to knowingly misrepresent the figurine's design, shape, proportions, size, colourway, decoration, texture, material, movable parts, finish, packaging or included accessories. We review published images with the aim of avoiding material discrepancies, but minor variations in the appearance of a physical product may occur as explained in section 7.2.

9.5 Where a picture is a 3D render, prototype, concept image or other illustration rather than a photograph of a finished item, we will identify this where the distinction is material to a purchasing decision. Likewise, where an AI-generated or substantially manipulated image could reasonably be mistaken for an authentic photograph of a real product, person, place or event, we will provide a clear disclosure where appropriate or required by applicable law. Such notices may read “AI-assisted background”, “Digitally created setting” or “Illustrative image”, depending on what was changed. An image-specific disclosure may appear directly beside the relevant image or in its caption.

9.6 A disclosure that an image has been edited or AI-assisted is not a disclaimer of our responsibility for accurate advertising. We will not rely on such a disclosure to justify a materially misleading depiction. Product images and written descriptions are to be considered together; neither automatically cancels out material information given by the other.

9.7 If an item received is materially different from the way it was advertised, is faulty or is not as described, your statutory rights remain unaffected, including the rights described in section 7. Your right to cancel an eligible online purchase under section 3 also remains unaffected.

9.8 If you would like clarification about an image, including which items are included or whether a scene has been digitally created, please contact info@proudpenguin.co.uk before ordering. We will endeavour to clarify the product details and, where reasonably available, provide additional product images or information.

10. Materials, ISCC PLUS certification and environmental information

10.1 Proud Penguin figurines are made using thermoplastic elastomer (TPE). Paints, additives and other constituent materials may also be used as specified in the relevant product information.

10.2 Proud Penguin Ltd, the manufacturer and the relevant material supplier participate in the ISCC PLUS certified chain of custody, with certification covering their respective certified activities and materials. Supporting certificates and relevant chain-of-custody documentation can be provided on request, subject to confidentiality and any restrictions on third-party records.

10.3 For products identified as containing ISCC PLUS mass-balance-attributed material, certified renewable or other eligible inputs are tracked and attributed to outputs by an independently audited accounting system. A mass-balance-attributed proportion does not mean that the same proportion of bio-based molecules is physically measurable in any particular figurine. The applicable materials, certification scope and any stated percentage depend on the product and the supporting records.

10.4 We aim to make environmental claims that are specific, accurate and capable of substantiation. A certification reference alone should not be understood as a claim that the entire finished figurine is physically bio-based, biodegradable, compostable or has zero environmental impact. No such claim is made unless expressly stated and supported by product-specific evidence.

10.5 Certificates and supporting information may be requested at info@proudpenguin.co.uk. Nothing in this section limits statutory consumer rights or creates an additional commercial product guarantee.

11. Age suitability, warnings and toy safety

11.1 Proud Penguin figurines are generally intended for children aged 3 years and over (3+), unless a particular product specifies a different age recommendation. Always follow the information supplied with the individual toy.

11.2 Safety warnings, including any warning concerning children under 36 months, choking hazards or small parts, will be shown in the relevant product information and on the product and/or packaging when required by the product-specific safety assessment. Age suitability and warnings depend on the individual product and are not a substitute for supervision.

11.3 Our toys are designed, tested and assessed against the applicable toy-safety requirements, including the relevant parts of EN 71, and the conformity obligations applicable in each market. Products are supplied with the CE marking for Ireland/EU sales and with an acceptable CE and/or UKCA marking for Great Britain sales, as applicable to the product and the legal requirements. Applicable UK and EU product-safety requirements, declarations and technical documentation are maintained as required by law.

11.4 We provide any legally required age grading, traceability details, responsible-operator details, warnings and instructions on the toy, packaging, accompanying information or relevant online listing, as applicable. EN 71 testing does not replace any other applicable product-safety or market-access obligation.

11.5 Plastic film, bags and other packaging components are not toys and should be kept away from young children. Follow all instructions, age recommendations and safety warnings supplied with the goods.

12. Customer service, complaints and disputes

12.1 If you have a question or complaint, contact us at info@proudpenguin.co.uk, call +44 (0)7746 667152, or write to the postal address in section 1.1. We will aim to respond promptly and resolve the issue fairly.

12.2 If we cannot resolve a complaint directly, we will provide information about relevant alternative dispute resolution options where required by applicable law. Your right to seek a remedy through the courts is unaffected.

13. Personal data

13.1 We handle personal data in accordance with applicable data protection law, including the UK GDPR and Data Protection Act 2018 where relevant, and our Privacy Policy.

14. EU and Irish legal guarantee information

14.1 Customers purchasing goods as consumers in the Republic of Ireland benefit from the mandatory legal remedies for goods that do not conform to the contract. In the EU, legal guarantee protection is at least two years, and Irish legislation may permit relevant remedies for up to six years depending on the nature of the product and the facts. These rights apply against the seller, are available without paying for an additional warranty, and are not restricted by a manufacturer's voluntary guarantee.

14.2 If goods are faulty, damaged on delivery or do not match their description, please contact info@proudpenguin.co.uk. We will assess the matter under the law applicable to your purchase and provide the repair, replacement, price reduction or refund to which you are entitled. Any legally required costs of providing that remedy will be borne by us.

14.3 We do not offer a separate manufacturer-funded commercial guarantee of durability for more than two years for every figurine merely by publishing these Terms. If an individual product is supplied with such a voluntary guarantee, its scope, duration, conditions and issuer will be stated separately, and the prescribed EU GARAN label will be used where legally required.

14.4 The European Commission provides further information on the EU legal guarantee and the harmonised consumer notice. The official harmonised notice is a separate storefront disclosure and does not replace the rights set out in these Terms.

15. Changes to these Terms

15.1 We may update these Terms from time to time. The version in effect at the time of your order applies to that order unless a change is required by law or you expressly agree otherwise. The date at the top identifies this version.

16. Governing law and jurisdiction

16.1 These Terms are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply to you.

16.2 Consumers may bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings in your local courts.

16.3 If you habitually reside in Ireland or another EU country, this choice of law does not deprive you of mandatory protections under the law of your country of habitual residence, and you may have the right to bring proceedings in the courts of that country.

16.4 If a part of these Terms is held invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.

Model Cancellation Form

Complete and return this form only if you wish to cancel an eligible contract. You may also cancel by a clear email or letter without using this form.

To: Proud Penguin Ltd, 10–12 Mulberry Green, Harlow, Essex CM17 0ET, United Kingdom
Email: info@proudpenguin.co.uk

I/We hereby give notice that I/we cancel my/our contract of sale of the following goods:

• Goods: __________________________________________

• Order number (if known): __________________________

• Ordered on: ______________________________________

• Received on: _____________________________________

• Name of consumer(s): _____________________________

• Address of consumer(s): __________________________

• Signature (only if this form is submitted on paper): _____________________

• Date: ____________________________________________

Company information: Proud Penguin Ltd (Proud Penguin Limited) · Registered in England and Wales · Company no. 13503343 · UK VAT no. GB 463 4783 66
Registered office: 10–12 Mulberry Green, Harlow, Essex CM17 0ET, United Kingdom
Email: info@proudpenguin.co.uk · Telephone: +44 (0)7746 667152 · Website: https://proudpenguin.co.uk