We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at pocketpanda.hk@gmail.com Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at pocketpanda.hk@gmail.com.
CASES WHERE FREE RETURNS APPLY
If you receive a product with quality issues, https://pocketpanda.net/ offers our customers return and exchange options. The terms and conditions for all returns or exchanges are detailed below. We are committed to providing you with high quality products, but if you receive an item that is defective in any way, please do not hesitate to contact us for assistance with an exchange or return. We will try our best to solve your problem and provide you with a satisfactory solution
- The product is defective on arrival
- damaged package
“If the product you receive has any defects on arrival, you must notify pocketpanda within 48 hours of receiving the product. For any damaged packages, please notify the delivery driver directly upon pickup. Claims can also be made directly to the shipping provider to resolve breakage issues. We value your feedback and will do our best to resolve your issue promptly.”
To initiate a return, you can contact us at pocketpanda.hk@gmail.com. If your return is accepted, we will send you instructions on where to send your package. Items returned to us without first requesting a return will not be accepted.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Measures Taken
- Troubleshooting requirements
- Case requirements
“Most listing issues can be resolved with basic troubleshooting methods. To ensure the product is functioning properly or to identify the cause of the issue, we may ask you to perform basic troubleshooting steps. If the customer declines troubleshooting support, pocketpanda.net will Return, or exchanges cannot be authorized. We are committed to ensuring that your products function properly and provide the necessary support and guidance to do so.”
pocketpanda.nethandles returns and exchanges on a case-by-case basis. Due to the seasonal nature of our products, return requirements may vary for different items. Normally, we do not accept returns for the following items:
- Used nozzles.
- Cut or used pipe.
- Used “wear parts” such as carbon brushes, pump seals, pump oil, filters or similar items.
- Physical damage caused by abuse, misuse or modification.
- Items for which we have no purchase record
Fee description
To be eligible for a return, your item must be in new condition, unused, in its original packaging, and free of any damage (missing or replaced parts or accessories). All returns must obtain a Return Merchandise Authorization (“RMA”) before return; return shipping costs are the customer’s expense. You will also need a receipt or proof of purchase. All returns are thoroughly inspected.
- Customers are required to prepay shipping charges for all returns and include the RMA# (Return Merchandise Authorization Number) and original invoice/packing slip.
- Proper packaging is essential to reduce damage that may occur during the return process.
- According to local regional policies, any returns will be refunded after a 15% restocking fee, but most exchanges will typically waive restocking fees.
- Shipping and handling charges are non-refundable.
- Returns will have the cost of any missing or damaged parts deducted from the refund.
- For items returned with free shipping, outbound shipping charges will be deducted from the return total.
- All returned items will be inspected upon arrival at the pocketpanda.net warehouse.
- Once your return is received, inspected and verified, your refund or exchange will be processed.
- pocketpanda.net reserves the right to refuse credit/exchange if any of the above conditions are not met.
“We understand that returns can be inconvenient, so we’ve made the return process simple for you. You can track your return and get updates on the status of your refund or exchange. We’re committed to making sure you’re completely satisfied with your purchase, and will provide you with our full support. To initiate an exchange or return, please follow the procedures in our Customer Service Assistance Program.”
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at pocketpanda.hk@gmail.com.