Refund policy
Refund Policy
We have a 7-day return policy for non-customized items, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at kathy@thepanpanstudio.com. Please note that returns must be approved before being sent back. Items returned without prior authorization will not be accepted.
If your return is accepted, we will provide instructions on how and where to send your package. Unless the return is due to our error (wrong item or defective product), the customer is responsible for return shipping costs.
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Damages and Issues
Please inspect your order upon arrival and contact us within 3 days if the item is defective, damaged, or if you receive the wrong item. Please provide clear photos so we can evaluate the issue and offer a replacement or refund where appropriate.
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Customized & Non-Returnable Items
Customized and personalized packaging products are non-returnable and non-refundable once production has started.
This includes:
- Custom sizes
- Custom colors
- Logo printing or branding
- Custom stickers or labels
- Any made-to-order packaging
We do not accept returns or refunds for:
- Customer order mistakes
- Incorrect size or specifications provided by the customer
- Minor color differences due to screen display
- Approved designs or confirmed production details
- Change-of-mind purchases for custom orders
If there is a quality issue or production error on our side, we will provide a replacement or appropriate solution.
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Order Cancellation
Orders can be canceled before production begins.
Once the order has entered production (sampling, printing, or manufacturing), it cannot be canceled. In some cases, cancellation before production may incur a fee based on costs already incurred.
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Non-returnable items
We do not accept returns for:
- Sale items
- Gift cards
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Exchanges
The fastest way to ensure you get what you want is to return the item (if eligible) and place a new order.
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European Union 14-day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days. However, this does not apply to custom or personalized products.
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Refunds
We will notify you once we’ve received and inspected your return.
If approved, your refund will be processed to your original payment method within 10 business days. Please note that your bank or credit card provider may take additional time to process the refund.Custom and personalized packaging products are considered final sale and cannot be returned or refunded once production begins.
Return Policy Summary
- Returns are accepted within 7 days of delivery for eligible (non-customized) items.
- Customers are responsible for return shipping costs unless the return is due to our error.
- No restocking fee will be charged.
- Certain product collections are marked as final sale and are not eligible for return or refund.
If more than 15 business days have passed since your refund was approved, please contact us at kathy@thepanpanstudio.com.