Returns, Refunds & Exchange Policy

Not happy with your purchase? Please contact support@pandasoothe.com.au. We are more than happy to fix any issues you may have. For more details on our Returns Policy, please read below.

Order Modifications or Cancellation

After your order has been placed, you have 24 hours to contact our customer support team and request order modifications, change of address, or a cancellation. After 24 hours, your order has already been placed into fulfillment and can no longer be modified.

Damaged/Incorrect Order

We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/when it happens. If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us within 7 days of reception of the items, along with your order number to support@pandasoothe.com.au. Once we receive your email and verify the issue, we will get a replacement sent to you right away. Please note that if more than 30 days have gone by since your order has been delivered, unfortunately we can't offer you a refund or exchange, even if the items are faulty or damaged.

For faulty or defective items there is no return cost to you.

Normal signs of wear, rust, damage, breakage or other similar issues due to improper use, improper maintenance, product modifications, accidents, loss or theft are not covered by our warranty and will not be considered for a refund.

Order Not Received

If your item has not arrived within 30 days business days after you placed your order, please contact support@pandasoothe.com.au and we will promptly take care of you.

IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.

We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.

If you haven't received your order despite tracking being marked as "Delivered", please reach out to the carrier for assistance.

Custom Duties

Customs policies vary widely from country to country. Please contact your local customs office for any information about customs policies that apply in your country.

We do not take any responsibility for any additional charges for customs clearance, import duties or local taxes and we have no control over what they may be. We are unable to reimburse any costs incurred in relation to those matters and do not accept any responsibility for delays as a result, regardless of the circumstances.

If packages are undelivered for any reason, including customer's refusal to pay duties, we are not responsible for return shipping costs or for retrieving merchandise and the order will NOT be eligible for a refund. The buyer assumes all responsibilities of claims made with the shipping carrier and all duties/fees incurred on the shipment.

Returns

Our policy lasts 30 days - if 30 days have gone by since your order has been delivered, unfortunately we can't offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be packed in its original packaging.

Note we do not offer free return labels.

Due to hygiene reasons, used items are not eligible for returns or refunds.

Please note that for a change of mind or unwanted orders you will be responsible for paying for your own shipping costs for returning your item to us. For defective or damaged products return shipping is free of charge.

If you receive an item that is damaged or faulty, please contact support@pandasoothe.com.au and our customer care team will be happy to assist you in repairing the faulty product.

To complete your return, we require a receipt or proof of purchase.

To start your return process, please email us at support@pandasoothe.com.au. Once we receive your order and check it's in original condition a refund will be deposited into your account within 3 business days. Please note it may take your bank a few days to process and may take up to 8 days to show in your account.

Refunds (If applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Incorrect Contact Information and Shipping Addresses

Customers are encouraged to ensure accurate shipping details at checkout. The responsibility for providing correct address and contact information rests with customers. Refunds cannot be issued for undelivered packages due to incorrect details.

Late or missing refunds (if applicable)

If you haven't received a refund yet, first check your bank account again. Then contact us to check, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund yet, please contact us at support@pandasoothe.com.au.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@pandasoothe.com.au. Depending on where you live, the time it may take for your exchange product to reach you may vary.

Questions?

Customer service is our number 1 priority and we will do whatever we can to take care of you. We greatly appreciate your consideration to do business with PandaSoothe and please let us know if you have any questions. You can contact us at support@pandasoothe.com.au.