Refund Policy For Pandorua

At Pandorua, we want you to love your jewelry as much as we do. If you’re not completely satisfied with your purchase, we offer a fair and straightforward refund policy to ensure a hassle-free experience. This policy outlines the terms, eligibility, and process for requesting refunds on orders placed through our website (www.pandorua.net).

1. Eligibility for Refunds

To qualify for a refund, your request must meet the following criteria:

  • Timeframe: You must initiate the refund request within 30 calendar days of the delivery date (as confirmed by your shipping tracking number). Requests submitted after this period will not be processed.
  • Product Condition: The jewelry must be in its original, unused condition—no signs of wear, damage, or alteration (e.g., no scratches on metal, no missing gemstones, no resizing). It must also be returned in its original packaging, including:
  • Pandorua gift box or pouch
  • Product tags, certificates of authenticity (if applicable, e.g., for gemstone jewelry)
  • Original receipt or order confirmation
  • Exceptions: The following items are non-refundable unless they arrive damaged or defective:
  • Custom or personalized jewelry (e.g., engraved pieces, made-to-order designs)
  • Gift cards
  • Sale or clearance items (marked as “Final Sale” on the product page)

2. How to Request a Refund

Follow these steps to initiate a refund:

  1. Contact Our Support Team: Email us at [email protected]. Include the following details to help us process your request quickly:
  • Your full name and registered email address
  • Order number (found in your order confirmation email)
  • Name of the product(s) you wish to return
  • Reason for the refund (e.g., “Changed mind”, “Size mismatch”, “Damaged item”)
  • Clear photos of the product (including packaging) if it’s damaged or defective
  1. Receive Return Instructions: Our team will respond within 24 business hours (Monday–Friday, 9:00 AM–6:00 PM GMT) with:
  • A unique Return Merchandise Authorization (RMA) number (required for processing)
  • A prepaid return shipping label (for eligible orders within supported regions)
  • Mailing address for returning the product
  1. Ship the Product: Package the jewelry securely (using the original packaging if possible) and affix the RMA number to the outside of the package. Drop off the package at the designated shipping carrier. Note: You are responsible for the product’s safety during transit—we recommend keeping the shipping tracking number for reference.

3. Refund Processing Timeline

Once we receive and inspect the returned product, we will process your refund based on the following timeline:

  • Inspection Period: We will inspect the product within 3–5 business days of delivery to our warehouse to confirm it meets the eligibility criteria.
  • Refund Approval/Rejection: If approved, we will issue the refund to your original payment method within 1–2 business days. If rejected (e.g., product is damaged or not in original condition), we will notify you via email and return the product to you at no additional cost.
  • Refund Credit Time: The time it takes for the refund to appear in your account depends on your payment provider:
  • Credit/debit cards: 3–7 business days
  • PayPal: 1–3 business days
  • Bank transfers: 5–10 business days

4. Refund Amounts

The refund amount will be determined based on the type of product and reason for return:

  • Standard Refunds (e.g., changed mind, size mismatch): You will receive a full refund of the product’s purchase price, excluding any original shipping fees (unless the return is due to our error, e.g., wrong product sent).
  • Damaged/Defective Items: You will receive a full refund of the product’s purchase price plus the original shipping fees. We may also offer to send a replacement product instead of a refund (at your discretion).
  • Incorrect Products: If we sent you the wrong item (due to our error), you will receive a full refund or a free replacement, and we will cover all return shipping costs.

5. Special Cases

5.1 Damaged or Defective Items Received

If your jewelry arrives damaged, broken, or with manufacturing defects (e.g., loose gemstones, faulty clasps), please contact us within 48 hours of delivery with photos of the issue. We will:

  • Issue a full refund, or
  • Send a replacement product at no cost, or
  • Arrange for free repair (if you prefer to keep the item)

You will not be required to pay for return shipping in this case.

5.2 Late or Lost Returns

  • Late Returns: If your returned package arrives after the 30-day refund window, we may still process the refund at our discretion (a 10% restocking fee may apply).
  • Lost Returns: If the return package is lost in transit (per the shipping carrier’s tracking), please provide the tracking number to our support team. We will investigate with the carrier and issue a refund if the package is confirmed lost.

6. Non-Refundable Costs

The following costs are non-refundable unless the return is due to our error:

  • Original shipping fees (for standard returns)
  • Customization fees (for personalized jewelry that is not defective)
  • International customs duties or taxes (for orders shipped outside your region)

7. Contact Us

If you have questions about our refund policy or need help with a refund request, please contact us at:

We are committed to resolving refund-related issues promptly and fairly, ensuring your satisfaction with every interaction.