Refund policy

Returns & Refunds

You have the right to withdraw from your online purchase within 14 days of receiving your order, without needing to give a reason. To request a return, please contact us at hellopandaseries@gmail.com within this period.

Once you have notified us, the item should be returned within 14 days.

Condition of returned items

Products may be inspected in the same way you would reasonably inspect them in a shop.

For safety and quality reasons, we recommend inspecting your candle carefully before lighting it. If a product has been used, burned, altered or handled beyond what is necessary to inspect it, we may reduce the refund to reflect any resulting loss in value.

Items that are damaged after delivery through misuse, improper handling or failure to follow the candle care instructions are not considered faulty.

Return shipping

For change-of-mind returns, the customer is responsible for the cost of returning the item.

If the product arrived faulty, damaged or incorrect, Panda Series will be responsible for the appropriate return or replacement costs.

Damaged, faulty or incorrect orders

If your order arrives damaged, faulty or incorrect, please contact us at hellopandaseries@gmail.com as soon as possible.

Please include your order number and clear photographs of the product and its packaging so we can review the issue and assist you.

Damage caused after delivery by the customer is not treated as a product fault.

Refunds

Once we receive and inspect the returned item, we will process the applicable refund to your original payment method.

For withdrawals made under the 14-day right, refunds include the standard delivery cost originally paid. Any additional cost resulting from a more expensive delivery option selected by the customer does not have to be refunded.

We may wait to issue the refund until we have received the returned goods or you provide evidence that they have been sent back.

How to request a return

Email hellopandaseries@gmail.com with:

Your name
Order number
The item you wish to return
A clear statement that you wish to withdraw from your purchase

We will reply with the return instructions.