Refund Policy for Pandorau

At Pandorau, we want you to be completely satisfied with your purchase. If you are not happy with your order, we offer a straightforward refund process to ensure a smooth experience. This Refund Policy outlines the terms and conditions for requesting and receiving refunds.

1. Eligibility for Refunds

To be eligible for a refund, the following conditions must be met:

  • The request must be made within 60 days of the date you received your order. This 60-day period starts from the day the delivery is confirmed as received (based on tracking information or delivery confirmation).
  • The product(s) being returned must be in their original condition. This means the items must be unworn, unused, and free from any damage. All original packaging, tags, and accessories (such as gift boxes, care cards, or protective covers) must be included and in intact condition.
  • The product(s) must be returned to us. We cannot process a refund until we have received and inspected the returned items.

2. Non-Refundable Items

Please note that the following are not eligible for a refund, unless the item is defective or we made an error in your order:

  • Customized or personalized products (unless the customization is incorrect due to our mistake).
  • Products that have been worn, used, or altered in any way that affects their original condition.
  • Products returned without their original packaging, tags, or accessories.

3. How to Request a Refund

To initiate a refund request, please follow these steps:

  1. Contact our customer service team at [email protected] with the subject line “Refund Request”. In your message, include your order number, the name of the product(s) you wish to return, and the reason for the refund request.
  2. Our customer service team will respond to your request within a reasonable timeframe (typically 1-3 business days) with a return authorization and detailed instructions on how to return the item(s), including the return address.
  3. Package the item(s) securely, including all original packaging and accessories, and ship them to the provided return address. We recommend using a trackable shipping method, as we are not responsible for items lost or damaged during return transit.

4. Inspection of Returned Items

Once we receive your returned item(s), our team will inspect them to verify that they meet the eligibility criteria outlined in Section 1. This inspection process usually takes 1-3 business days from the date of receipt.

If the item(s) pass inspection and meet the refund conditions, we will approve your refund. If the item(s) do not meet the conditions (e.g., they are worn or missing packaging), we will notify you and may either refuse the refund or offer a partial refund (at our discretion) to account for any loss in value. In such cases, we can also arrange to return the item(s) to you at your expense.

5. Refund Processing

5.1 Timeframe for Refunds

After your refund is approved, we will process the refund within 5-10 business days. The exact timing may vary slightly depending on the volume of returns we are processing, but we will make every effort to meet this timeframe.

5.2 Method of Refund

Refunds will be issued to the original payment method used for the purchase. For example:

  • If you paid with a credit or debit card, the refund will be credited back to that card.
  • If you used a PayPal account, the refund will be sent to your PayPal account.

Please note that the time it takes for the refund to appear in your account depends on your bank or payment provider. This can range from a few days to a couple of weeks. We cannot speed up this process, but we can provide proof of the refund transaction if needed.

5.3 Refund Amount

The refund amount will be equal to the purchase price of the returned item(s), excluding any original shipping costs (unless the return is due to a defective item or an error on our part, in which case we will also refund the original shipping cost).

If you used a discount code or promotion for your purchase, the refund will be based on the amount you actually paid (after the discount was applied).

6. Refunds for Defective Items or Errors

If you receive a defective item, or if we sent you the wrong product (e.g., incorrect size, style, or item), please contact us immediately at [email protected]. In such cases:

  • You are not required to pay for return shipping. We will provide a prepaid shipping label for the return.
  • We will process a full refund (including the original shipping cost) once we receive and verify the issue. Alternatively, we can send a replacement item at no additional cost, if available.

7. Contact Us

If you have any questions about our Refund Policy, or need assistance with a refund request, please contact our customer service team at [email protected]. We are here to help and will work to resolve your issue as quickly as possible.