Refund/Return Policy

At Pande.store, we are committed to ensuring that you are satisfied with your purchase. If you're not happy with your order, we offer a refund and exchange service under the following conditions:

Returns, Exchanges, and Refunds

  • Timeframe: All returns, exchanges, and refund requests must be submitted within 7 days from the receipt of your package. Please contact us via email at pande727@outlook.com or through our Contact Us page. Requests after 7 days will not be honored.

  • Condition: Items must be returned in their original packaging and condition, including the receipt. Any items that are not in acceptable condition will be refused.

Damages & Issues

  1. Packaging Damage: While we take care to pack our products carefully, we cannot guarantee the outer packaging will arrive in perfect condition due to international shipping. Damage to outer packaging is beyond our control, but we are responsible for any damage to the figures inside the blind box.

  2. Damaged or Missing Items: If your order contains incorrect, damaged, or missing items, please contact us with the following information to initiate the return or exchange process:

    • Order number
    • Screenshot of the item you should have received during the livestream (if applicable)
    • Unboxing video
    • Pictures of the damaged item

  3. Blind Box Integrity: To maintain the mystery of blind box items, we only accept returns for faulty or damaged items. Returns for change of mind or not receiving the desired item in a blind box will not be accepted.

7-Day Return Conditions

  • Returns are only accepted for damaged or faulty items.
  • To be eligible for a return, the item must be in the same condition as you received it—unworn, unused, with tags, and in original packaging.
  • Returns or exchanges for non-damaged items will not be accepted.

Return Fees: We cover return or exchange costs only for incorrectly sent items.

How to Return Items

To initiate a return or exchange:

  • Email us at pande727@outlook.com.

  • Please include:

    1. Unboxing video
    2. Order number
    3. Pictures of the damaged package or product
    4. Screenshot of your order during the livestream (if applicable)
    5. List any missing items

  • After your request is reviewed (usually within 1-3 business days), we’ll provide you with instructions on how to return the item, including the return address.

  • Please include your order number and full name on the returned package and provide the tracking number once shipped.

Damaged Items and Compensation

  • Minor Damages: If items suffer minor damage (e.g., loose parts, slight breakage) during transit, we do not offer compensation, provided it can be easily repaired (e.g., using glue).

  • Serious Damage: If the items are severely damaged, please submit an unboxing video for us to assess the damage. We will determine the level of damage and offer compensation where possible. However, most damages are due to logistics and we may not be able to offer full compensation.

  • Unopened Blind Boxes: If your blind box order was shipped in its original sealed box and not unboxed during the livestream, we will add extra protection to the packaging. We do not offer compensation for damages that occur during transit as we cannot double-protect the items inside the sealed box.

Package Not Received

  1. Wrong Address: If your package is returned due to an incorrect address provided by you, we are unable to offer a refund or resend the order. Please ensure your address is correct at checkout.

  2. Marked as Delivered, Not Received: If tracking shows your package as "delivered" but you didn’t receive it:

    • Check areas such as your front door, mailbox, and with your neighbors.
    • Contact your local delivery provider with the tracking number and submit a Missing Mail Search Request. Alternatively, visit the post office to retrieve GPS coordinates for the package.

  3. Refund or Re-Delivery: If the package is confirmed missing or not received, please contact us. We’ll assist you with further steps. However, we require proof from your delivery service confirming the package was not received.

Once a package is marked as "delivered" and confirmed to have been delivered to the correct address, we cannot provide after-sales support for stolen or damaged packages.

Refund Process

Once your returned item has been received and inspected, we will notify you whether your refund has been approved or rejected. If approved, your refund will be processed to your original payment method. Please note that the time it takes for the refund to appear in your account depends on your payment provider.

Change or Cancel Order

If you wish to modify or cancel your order, please contact us within 24 hours of placing the order. We will try to accommodate your request. However, once the order has been shipped, it cannot be modified or canceled.

For cancellations, please reach out to us at pande727@outlook.com.

Thank you for shopping at Pande.store! We are here to assist with any questions or concerns regarding your purchase. Feel free to reach out anytime.

  1. Send products to the wrong address (including returning directly to the place of shipment without contacting us).
  2. Choose the return method for cash on delivery.

  

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 7 business days.

◆ You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you return for exchange, we will ship the item you want after receiving your returned product.The exchange time may vary depending on where you live.If you are shipping an item over $75, you’d better choosing a trackable shipping service or purchasing shipping insurance. We can not refund you if we can not receive your returned item.

◆ Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

◆ Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, 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 pande727@outlook.com.