Refund and Returns Policy

1. Basic Return Requirements

  • Time Limit: Submit a return request within 30 days of package delivery.
  • Item Condition: Items must be unused, in the same condition as received, and with original packaging. If accompanied by free gifts, gifts must be returned with the main item.
  • Required Proof: Provide proof of purchase (e.g., order screenshot, order email) when applying.
  • Non-Returnable Items:
    • Gift cards
    • Downloadable software products

2. Return Application Process

  1. Initiate Request: Email support@pandakb.com with your order number, proof of purchase (e.g., order screenshot/email), and reason for return.
  2. Get Return Address: We will send you an exclusive return address via email.
  3. Ship the Item: Arrange shipping to the specified address independently. For high-value items, use a trackable shipping service or purchase shipping insurance (we cannot guarantee receipt of returns without tracking).

3. Fee Details (Borne by You or Deducted)

  • Return Shipping Costs: Borne by you; if approved, shipping fees will be deducted from the final refund.
  • Customs Fees: Any customs fees for returned packages (e.g., unpaid import fees) are non-refundable and deducted from the refund.
  • Payment Fees: We reserve the right to deduct up to 4% of the refund (to cover payment platform transaction costs).

4. Refund Processing

  • Review Notification: After receiving and inspecting the return, we will email you to confirm “package received” and “refund approval status”.
  • Refund Disbursement: Approved refunds are sent via your original payment method (e.g., credit card, payment account). Processing time varies by bank/platform (usually a few days).
  • Troubleshooting for Missing Refunds:
    1. Check your bank account details first.
    2. Contact your credit card issuer (some platforms need extra processing time).
    3. Consult your bank (confirm if there’s a delay).
    4. If unresolved, email support@pandakb.com for help.
  • Partial Refunds: Applied if items are lost, damaged, or fail to meet full return requirements. The amount is determined by actual circumstances.

5. Exchange Policy

  • Exchange Scope: Free exchanges are only offered for defective or shipping-damaged items (limited to the same model).
  • Exchange Process: Email support@pandakb.com with your order number and issue details (attach photos of defects/damage if possible). We will assist with the exchange.
  • Exchange Timing: Delivery time for exchanged items varies by your location (refer to logistics updates).

6. Queries & Contact

For questions about refunds, returns, or exchanges:

Email: support@pandakb.com