Refund Policy – Pandorn

At Pandorn, we are dedicated to ensuring you are fully satisfied with every piece of jewelry you purchase. This Refund Policy outlines the terms and steps for requesting a refund, designed to provide a clear and hassle-free experience for our customers.

1. Eligibility for Refunds

To qualify for a refund, the following conditions must be satisfied:

• The item must be returned within 45 days of delivery.
• The item must be unworn, unaltered, and in its original condition, including all original packaging, tags, authenticity certificates, and accompanying accessories.
• Bespoke or personalized jewelry is eligible for a refund only if it has manufacturing defects or if the customization does not match your order specifications.
• Items that have been worn, modified, or damaged due to improper use, negligence, or accidents are not eligible for a refund.

2. Refund Process

Step 1: Submit a Return Request

To begin the refund process, please reach out to our customer service team at [email protected] with the following details:

• Your order number
• The name of the item(s) you intend to return
• The reason for your refund request

Our team will reply within 1-2 business days with a Return Authorization (RA) code and comprehensive return instructions, including the designated return address.

Step 2: Send Back the Item

After receiving your RA code, carefully package the item along with all original materials. Include a copy of your order confirmation or receipt, and clearly print the RA code on the outer packaging.

You will bear the cost of return shipping, unless the refund is due to a product defect, incorrect item shipment, or an order processing error by Pandorn. We advise using a trackable and insured shipping method, as Pandorn is not liable for items lost or damaged during return transit.

Step 3: Inspection and Refund Processing

Once we receive your returned item, our quality assurance team will inspect it to verify compliance with the eligibility criteria in Section 1. This inspection usually takes 3-4 business days.

If the item is approved for a refund, we will process it within 3-7 business days of approval. Refunds will be issued to the original payment method: credit card payments will be credited back to the same card, while PayPal payments will be returned to your PayPal account.

3. Refund Timelines

• Processing Period After Inspection: 3-7 business days from the date the returned item is approved.
• Time for Funds to Reflect: The duration for the refund to appear in your account depends on your bank or payment provider, typically ranging from 2-7 business days. While we cannot control this timeline, we will send you a confirmation once the refund has been initiated.

4. Non-Refundable Items

The following items are not eligible for a refund unless they have manufacturing defects:

• Bespoke or personalized jewelry (e.g., engraved pieces, custom-designed items based on your specifications).
• Items returned beyond the 45-day window from delivery.
• Items damaged due to improper care, misuse, or accidents after delivery.
• Items returned without all original packaging, tags, certificates, or accessories.

5. Exceptions

In situations where Pandorn is responsible (e.g., shipping the wrong item, delivering a defective product, or processing an order incorrectly), we will cover the return shipping costs and expedite your refund. Additionally, we may offer an exchange or store credit as an alternative, based on your preference.

6. Contact Us

If you have any questions or need help with a refund, please contact our customer service team at [email protected]. We are committed to resolving issues quickly and ensuring your experience with Pandorn is a positive one.