Return, Refund & Replacement Policy

At Family Panda, your satisfaction is always at our priority!

Modification/Cancellation Policy

Your order is only eligible to be cancelled and modified within the first 2 hours of placing the order and a management and processing fee (8% of your total order value) will be applied for the cancellation. After that time, the order is locked for processing and no information including product or shipping address details can be modified/cancelled.

If you want to place any request (including changing order details, shipping method, etc), please email us at: support@thefamilypanda.com, our customer support team will be happy to assist you.

NOTE

• Please keep in mind that purchasing means accepting all the terms mentioned above.

• PayPal is the ONLY transaction means available for extra payment requests. If you do not have a PayPal account, please contact support@familypanda.co for further instructions.
  
  

REFUND & RETURNS

Due to hygiene reasons and the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem.  This is when the item is:

1. Significantly different from the description or sample shown to you;

2. Damaged due to the fault of our factory or the carrier;

3. Not what you ordered;

Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may be slightly different from actual items in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received.

If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.

Please contact our Customer Support team to start the complaint process. Please include the following information:

• Order number

• Video or Photo(s) of the received item, ideally, taken on a flat surface, with the tag and error of the items clearly displayed

• Shipping label

• Contact telephone number
  
  

Once your return is received and inspected, 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 choose to return your order without our Customer Support team and it does not meet all of our requirements, a refund will not be issued and you will be notified via email with any and all options available to you on how to proceed.

• We do NOT offer refunds or exchanges on any products purchased during a sale or any promotion.

• Shipping fee will NOT be refundable once the item has shipped.

• You will be responsible for paying for your own shipping costs for returning your item

Please be reminded that our policy lasts 30 days for replacement/refund requests only. If 30 days have gone by since your purchase, unfortunately, we can't offer you a replacement or refund.

If your order hasn't arrived within 45 business days of the date of original purchase, please contact our support team for a full refund of your purchase.