Returns & Refunds
RETURN & REFUND POLICY
We sincerely hope that you will be pleased with our products, however we realize that sometimes you might want to make a return and apply for a refund. If that is the case, you have 30 days after you receive your purchase to return the product(s) and apply for a refund.
We will process returns, refunds or exchanges according to the guidelines below.
Address or other customer error: If a package is returned intact to Panda Brothers due to address error (or any other error) made by the customer, the customer will be responsible for any shipping fees incurred. A refund will be issued for merchandise.
Violation of laws: If a package is returned to Panda Brothers due to the violation of a country's laws, the customer will be responsible for any fees (such as quarantine, warehousing or shipping) billed to Panda Brothers. A refund will be issued to the customer, minus the freight.
Customer refusal: If a customer refuses a package because of additional fees (taxes or for any other reason), Panda Brothers will issue a refund for the customer only, minus the freight and taxes, upon receipt of the returned package and inspection that all originally shipped goods have been returned. The customer will be responsible for any shipping fees incurred.
Custom seizure: If a package has been halted/seized by customs or abandoned by the shipping carrier, the customer will not receive credit for the order. If and when Panda Brothers receives the returned package intact, a refund will be issued to the customer only, minus the freight and taxes.
Lost packages: Lost packages must be reported to Panda Brothers within 30 days from the date of shipment confirmation. Panda Brothers cannot be held liable for refunds or replacements for more than one calendar month. For any returned package: For any order that is returned to Panda Brothers, if return shipping cost is greater than the cost of good ordered, Panda Brothers will instruct the carrier to abandon the package. In such a case, the customer will not receive a refund for the order, but will not be liable for the return shipping cost.
Destroyed or unreturned packages: If a package has been destroyed by custom or the carrier, or has otherwise not been returned to Panda Brothers, we cannot issue a refund for the order.
Any duties or taxes that may apply are the customer's responsibility.
Redelivery Fee & Missed Scheduled Delivery: If reshipment is requested by the Customer due to Returned to Sender, refusal of shipment or missed scheduled delivery, you will be responsible for Shipping & Handling unless it is due to company or Carrier error.
Product Defect, Damaged, or Wrong Shipment: May be eligible for a full refund of the merchandise and Shipping & Handling if confirmed defective, damaged or wrong item is shipped. Please contact us within 30 days of delivery for an immediate resolution. To ensure proper processing of claim and credit for your return shipping cost, you must attach the completed RMA form with your return. All defective item(s) claims are subject to inspection and confirmation. For 'defective' claims, describe the defect and indicate if you would like a replacement by commenting as such on the notes section.
Upon inspection, if item(s) is deemed defective or wrong item(s) shipped, an exact replacement, if available, will be shipped to you free of charge. If an exact replacement is out of stock, we will process a full refund back to the same payment method used on the original order.
Damaged or Missing Items: Claims for damaged items or discrepancies (for example: missing items in your order) should be submitted within 30 days of merchandise receipt. Please retain all packaging material in case an inspection is necessary. In the case of shipping damages, we may contact the carrier.
Undelivered, Unclaimed, Refused, or Returned Packages: A 20% restocking fee will be assessed accordingly. Shipping & Handling, Tax, and Gift Wrapping cannot be reimbursed. Original shipping cost is non-refundable for undelivered, unclaimed, refused or returned packages, unless it is a company error. For 'free shipping' packages, shipping cost will be assessed and deducted from final reimbursement. Any shipping cost you incur to return the product will not be refunded unless it is a company error. Non-refundable shipping applies to both domestic and international shipping.
Free Shipping Offers: For 'free shipping' packages, shipping cost will be assessed and deducted from final reimbursement of refunds and store credits. Any shipping cost that you incur to return the product will not be refunded unless it is a company error. Non-refundable shipping applies to both domestic and international shipping.
We will not charge a restocking fee for an exchange, but customers may have to bear the shipping fee. For refunds, the shipping fee will be deducted from your refund. But if the error is our fault, you will get a full refund. After your exchange or return request has been confirmed, you will be given a return address to send the items back to us.
If you want to exchange or return a product, please email pictures of the item first. You may make an even exchange for the same identical item, or you may exchange it for a different style and pay the price difference.
We cannot accept items that are not in original condition. The returned items must be unaltered, unworn, undamaged, and all tags and packaging must be included and attached.
Items that have been opened or used, unless damaged or defective, cannot be returned.
Within 30 days after receiving your order, email our customer service to explain the reason for the return/exchange and to request a Return Authorization (RA) number.
Only returned packages with an RA number will be accepted. We have every right to refuse to sign for the packages if you send it back without our authorization! In that case, you will be responsible for all the arising losses.
Prepare the returned items in secure packaging, including the original order invoice with the returns section completed.
To return a product, send it by mail to Our warehouse in the US or in the EU:
Panda Brothers Toys Inc.
2810 Summit Dr, Jonesboro,
GA 30236, USA
1319 CN, Netherlands
Ship the returned products via insured or traceable method of shipment to the return address that we will provide to you. When you ship out the items, please email the tracking number to us. Upon receipt of your returned items, we will further inspect the items and your refund will be processed. Please allow 1-3 days to process your return.
Refund (if applicable)
After receiving and verifying your return, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed within 1-3 business days and the credit will be automatically credited to your credit card or original payment method within 3-5 business days.
Late or missing refunds (if applicable)
If you have not received a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially published.
Next, contact your bank. Often there is some processing time before a refund is sent.
If you have done all this but have not yet received a refund, please contact us at: firstname.lastname@example.org
Sale of goods (if applicable)
Refunds can only be made at regular prices, unfortunately, the goods bought at discounted prices cannot be returned.
Exchange (if applicable)
We only replace products if they are defective or damaged. If you need to exchange it for the same product, send us an email at:
and send your product to Our warehouse in the US or in the EU:
9310 Towne Centre dr Unit 72
San Diego CA 92121
1319 CN, Netherlands
Please do not submit an order to our warehouse without prior notice and without a Return Authorization (RA) number. Your package will not be recognized and this will complicate the refund process.
If the product was marked as a gift upon purchase and delivered directly to you, you will receive a gift credit in the amount of your return. As soon as the returned product is received, you will be sent a gift certificate.
If upon purchase the item was not marked as a gift, or the donor received an order that was sent to you later, we will send a refund to the donor and he will know about your return.
You are responsible for paying your own shipping costs to return your item. In case you receive a damaged or a wrong product, we cover the return shipping fees.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you send goods you should use the delivery tracking service or purchase shipping insurance. We cannot guarantee that we will receive your returned item.