Refund Policy

Pandoroa Refund Policy

At Pandoroa, we want you to be completely satisfied with your charm purchase. If for any reason you’re not happy with your order, this Refund Policy outlines the conditions, process, and timeline for requesting a refund. We’ve kept these guidelines simple and fair—no hidden rules. If you have questions at any step, contact our team via [email protected] for help.

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following conditions:
  • Timeframe: You must submit your refund request within 30 days of the delivery date (as confirmed by the shipping carrier’s tracking information). Requests made after this period will not be accepted, unless the item arrives with a manufacturing defect (see Section 3 for defect-related refunds).
  • Item Condition: The charm(s) must be unused, in their original condition, and in the original packaging (including tags, protective sleeves, and any accompanying materials like care booklets). Items that show signs of wear, damage, or modification (e.g., engraved charms altered by you) will not be eligible for a refund.
  • Proof of Purchase: You must provide your original order number (found in your order confirmation email) when submitting a refund request. This helps us verify your purchase and process your request quickly.

2. How to Request a Refund

Requesting a refund from Pandoroa is straightforward—follow these steps:
  1. Submit Your Request: Email our team at [email protected]. In the email, include:
    • Your full name (as it appears on your order)
    • Your order number
    • The name and quantity of the charm(s) you want to return for a refund
    • A brief reason for the refund (e.g., “changed my mind,” “item doesn’t match description”)
    • (Optional) Photos of the charm and its packaging (this helps speed up verification if there’s an issue)
  1. Receive Confirmation & Return Label: We’ll review your request within 24 business hours. If approved, we’ll send you a confirmation email with a prepaid return label (for orders within our primary shipping regions) and detailed instructions on how to package and ship the charm(s) back to us.
  1. Ship the Item Back: Pack the charm(s) securely in their original packaging (or a similar protective package) and attach the prepaid return label. Drop the package off at the designated shipping carrier (as noted in our instructions). Keep the return tracking number—this lets you monitor the package’s delivery to our warehouse.
  1. Verification & Refund Processing: Once we receive your returned item (typically 2–3 business days after the carrier delivers it to our warehouse), our team will inspect it to ensure it meets our eligibility criteria. If approved, we’ll process your refund within 3–5 business days.

3. Refund Timeline & Method

  • Processing Time: After we verify your returned item, refunds are processed within 3–5 business days. The exact time it takes for the refund to appear in your account depends on your payment method:
    • Credit/debit cards: 3–7 business days (varies by your bank)
    • PayPal or other digital wallets: 1–3 business days
  • Refund Method: Refunds will be issued to the original payment method used for your purchase. We cannot issue refunds to a different payment method (e.g., if you paid with a credit card, the refund will go back to that card).
  • No Additional Fees: We do not charge any restocking fees or processing fees for refunds. The full purchase price of the eligible charm(s) will be refunded—excluding any original shipping costs (unless the refund is due to our error, like sending the wrong item).

4. Special Cases: Defective or Incorrect Items

If you receive a charm that is defective (e.g., broken clasp, faulty enamel, missing parts) or incorrect (e.g., we sent the wrong style or engraving), we’ll make it right with no extra hassle:
  • Extended Eligibility: For defective or incorrect items, you can request a refund within 7 days of delivery (we ask for prompt reporting to help us address quality issues quickly).
  • No Return Required (in some cases): If the defect or error is obvious from photos (e.g., a cracked charm), we may waive the return requirement and process your refund immediately. We’ll let you know if photos are sufficient—this saves you time and effort.
  • Full Refund Including Shipping: For defects or errors caused by Pandoroa, we’ll refund the full purchase price plus any original shipping costs you paid. If you already shipped the item back, we’ll also reimburse any return shipping fees you incurred (just provide a copy of the shipping receipt).

5. Non-Refundable Items

Certain items are not eligible for refunds, even if requested within the 30-day window:
  • Custom-Engraved Charms: Charms with personalized engravings (e.g., names, dates, messages) are made to order and cannot be resold. They are only eligible for a refund if the engraving is incorrect (due to our error) or the charm is defective.
  • Final Sale Items: Any charm marked as “Final Sale” on our website (typically clearance or limited-edition items) cannot be returned for a refund. This will be clearly noted on the product page before you purchase.
  • Gift Cards: Pandoroa gift cards are non-refundable and cannot be exchanged for cash (except where required by local regulations).

6. Questions or Issues

If you have trouble with your refund request (e.g., haven’t received a confirmation, refund is delayed), don’t hesitate to reach out to us at [email protected]. Include your order number and return tracking number (if applicable), and we’ll investigate and update you within 24 hours.
At Pandoroa, we want your shopping experience to be stress-free—even if you need a refund. We’re committed to processing your request fairly and quickly so you can focus on finding the perfect charm for your story.