Refund policy

Damages and issues:

Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@panastoreonline.co.uk. Please note that returns will need to be sent to the following address:

Panastore, The Metropolitan Centre, Bristol Rd, Greenford UB6 8GD

Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at info@panastoreonline.co.uk.

Exceptions / non-returnable items:

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges:

The fastest way to ensure you get what you want is to request a return for the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-day right of withdrawal:

Notwithstanding the above, if you're a consumer and your order is shipped to the European Union, you have the right to withdraw from your order within 14 days, for any reason and without justification. The 14 days run from the day you (or someone you nominate) receive the goods (and you can cancel an order at any time before it's shipped).

To withdraw, complete our EU withdrawal form — no account or login needed, just your name and order number — or use the "Submit Withdrawal" link in the footer of any page. Once you've notified us, return the goods within 14 days and we'll refund you, including standard delivery, within 14 days of receiving your notice.

You may open and inspect items as you would in a shop. We may reduce your refund only to reflect any loss in value from handling beyond what's needed to check the item — we won't refuse a withdrawal because the packaging is open or tags are removed.

Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@panastoreonline.co.uk.