Change-of-Mind Returns
We understand that you may occasionally change your mind about a purchase. As many of our products are limited-edition, collectible, or specialty items, opening the product or its original packaging may significantly affect its resale value.
Unless otherwise required by applicable law, you may request a change-of-mind return within 30 days of delivery, provided that the item is unused, unopened, and returned in its original condition and packaging.
Approved change-of-mind returns are subject to a 10% restocking fee, where permitted by applicable law. The fee is calculated based on the selling price of the returned item(s) and helps cover the administrative, inspection, handling, and restocking costs associated with voluntary returns.
For change-of-mind returns, the customer is responsible for return shipping costs and any applicable customs duties, taxes, brokerage fees, or other charges associated with returning the item. Original shipping charges are non-refundable unless otherwise required by applicable law.
Items that have been opened, used, altered, damaged, or returned with missing components may not qualify for a change-of-mind return, subject to applicable consumer law.
Damage on Arrival, Shipping Damage, and Incorrect Items
Please inspect your order as soon as reasonably possible after delivery.
If your item arrives damaged, is not functioning upon arrival, contains missing components, or you receive an incorrect item, please contact us within 3 calendar days of the carrier's confirmed delivery date whenever possible.
Prompt notification is important because it allows us to determine whether the issue occurred before or during transportation and, where applicable, submit a claim with the carrier or other responsible party.
We may request reasonable supporting evidence to assess the claim, including photographs or video of the shipping carton, shipping label, product packaging, product condition, damaged area, and serial number where applicable. Please retain the original shipping carton and packaging until your claim has been resolved.
Claims submitted after this initial 3-day period may require additional assessment and may be handled as a product defect or warranty claim rather than as damage on arrival.
Product Defects After Delivery
If a product develops a fault after delivery, please contact us as soon as reasonably possible after discovering the issue.
Depending on the nature of the product and issue, we may request photographs, video, serial numbers, diagnostic information, troubleshooting steps, or return of the product for inspection before determining the appropriate resolution.
Our defective-product coverage does not apply to problems caused by misuse, accidental damage, improper installation or operation, unauthorized modification or repair, failure to follow product instructions, or normal wear and tear, except where otherwise required by applicable law.
If our assessment determines that the product has a manufacturing defect or other covered fault, we will provide an appropriate resolution, which may include repair, replacement, partial refund, or full refund depending on the circumstances and applicable consumer law.
No restocking fee will be charged for an approved defective, damaged-on-arrival, or incorrect-item claim.
Package Damage
Minor cosmetic damage to external shipping or retail packaging can occasionally occur during international transportation without affecting the product itself.
For packaging-only damage, we may offer an appropriate partial refund or other resolution based on the nature and extent of the damage, particularly where the packaging forms part of the collectible value of the product.
Damage to packaging alone does not necessarily mean that the product itself is defective.
Refund Process
Once an approved return has been received and inspected, refunds are normally processed within 3–5 business days.
For eligible change-of-mind returns, applicable restocking fees and other permitted charges will be deducted from the refund.
After a refund has been issued by us, additional processing time may be required by your bank, card issuer, or payment provider.
International Returns
Customers are responsible for ensuring that returned items are properly declared for customs purposes. Panda Wagon is not responsible for customs charges, import duties, taxes, brokerage fees, or other charges resulting from an incorrectly declared return shipment.
Where Panda Wagon is responsible for the return due to an approved defective, damaged, or incorrect item claim, we will provide return instructions and advise you regarding the applicable shipping arrangements.
Local Consumer Rights
This Return Policy is intended to provide a consistent framework for our international customers.
Nothing in this policy excludes, restricts, or modifies any consumer right, guarantee, warranty, or remedy that cannot lawfully be excluded under the laws applicable to your purchase. Where mandatory local consumer law provides greater rights than this policy, those mandatory rights will apply.