refund, replacement & repairs Panda Love strives to ensure that products delivered to our customers are of great quality and match the descriptions provided on our website at the time of purchase and meet the standard consumer guarantees under the Australian consumer law. If we deliver a defective or wrongly described product or if you change your mind you may have the right to return the product and request for repair, replacement or refund of the order amount subject to the conditions of this policy.
- You have the right to return the product and request for repair, replacement or refund if the delivered product:
Has a major damage or defect;
- The item does not match description provided at the time of purchase (for example if we deliver a product of incorrect size or description).
Please note that the right to refund, repair or replacement does apply where:
- The product was damaged as the result of improper or negligent use;
- You simply change your mind for some reason (for example by deciding that you don’t like the product or have no use for it or because you found it cheaper somewhere else;
- The product is personalized in accordance with your wishes or instructions;
- The damage or defective on the product is clearly stated on the site at the time of purchase.
You can return your product within 30 days from the date you received it. If you received products from an order in several parcels, the 30-day return period starts on the day you received the last parcel. To qualify for a full refund, the returned products must be unused, unopened and in returned back in their undamaged original packaging including the product’s labels and/or tags.
Before returning products, customers should first contact our customer service via email@example.com. Returns within Australia are free. For international returns, buyers are responsible for shipping costs. Send the returned product to Panda Love, P.O Box 72, Neutral Bay, 2089, Sydney, Australia..
Please note that it is your responsibility to take care of the product. Pack the product properly in any good packaging material without taping the original packing. Products whose packaging is damaged or which are worn out depreciate in value and can only be sold as “used”. It is therefore important to ensure that the returned product is in its original condition and not damaged during transport.
Replacement or Repair
If we have delivered a product other than the one you ordered or if the product is seriously damaged, you have the right to request for free repair or replacement of the product with another of similar type, value or description. We advise you to take pictures of the product and send them to us for our review and action. Contact our customer service via firstname.lastname@example.org for details and further arrangements. Products subject to repair or replacement should be sent to Panda Love, P.O Box 72, Neutral Bay, 2089, Sydney, Australia.
We will not accept responsibility for products that are returned to us without contacting us first. It is important that you contact us so that we can review your reasons for refund or replacement and provide you with the product of choice or refund your order. If after examination the product is found not to have any defect, we may require you to pay the transport or inspection cost. Products returned beyond the 30-day period will not be accepted or refunded.
Refund and Store credit
We provide the option to choose between a full refund and store credit. If you decide to cancel your order and request refund, we will refund you with the order amount and shipping costs. The refund amount will be credited to the payment method used to pay for the order. If you choose store credit, we will register store credit matching the amount of your order. You can use your store credit in your future purchases at Pandalove.com.au.