Refund policy

 

 

Return Eligibility:

To be eligible for a return, your item must be unworn or unused, with tags, in its original packaging, and in the same condition that you received it. Only regular priced and high quality goods may be refunded. Unfortunately at this time, on-sale items, discounted items, courses, services, digital downloads, gift cards, and B-grade items cannot be refunded, exchanged, nor replaced. You’ll also need the receipt or proof of purchase to make this request. Exchanges and refunds can only be issued on orders that were purchased through www.queenpanda.com For refunds from an in-store purchase, please contact the location for their return policy details. Purchase of an item from our store is proof of agreement to these terms.

Exchanges:

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@queenpanda.com and send your item to the address provided on the contact us page. Twitch streams are not a valid form of contact to resolve order complications or inquisitions. Unfortunately at this time, sale items, discounted items, gift cards, services, courses, and B-grade items cannot be refunded, exchanged, nor replaced. You’ll also need the receipt or proof of purchase to make this request. Should you require a replacement, we will send another immediately upon receipt of the damaged goods and if approved by the claims process.

Submitting a Claim:

Contact us at support@queenpanda.com within 7 days after receiving your item to request a return/exchange and be prepared to ship items back to our location within 25 days of filing the claim. If 7 days have gone by since your purchase or if 25 days have passed since your claim was filed and the item was not received by us, unfortunately we cannot offer you a refund or exchange. We do not guarantee that we will receive your returned item, therefore we suggest you consider using a trackable shipping service or purchasing shipping insurance when sending your return. Items sent back to us without first requesting a return/exchange will not be accepted.

Shipping Returns:

Buyers are responsible for preparing and paying for return shipping costs. If the item is not returned in its original condition and within the required time according to the policy, the buyer is responsible for any loss in value. Please note, shipping costs from the original order are non-refundable, and therefore if you receive a refund, the cost of return shipping will be deducted. For exchanges, the shipping costs of the replacement item will be covered by Queen Panda. We do not guarantee that we will receive your returned item therefore we suggest you consider using a trackable shipping service or purchasing shipping insurance when sending your return. Items sent back to us without first requesting a return/exchange will not be accepted.

Claim Processing:

Once your return is received, it will be inspected and email a notification stating your item has been received. We will also update you of the approval or rejection of your refund/exchange along with an explanation. If your return is deemed acceptable, we will gladly refund/exchange your account, minus $15 for a restocking fee. If your claim is rejected, you may request to send the product back, however the client is responsible for the shipping costs. Please be certain of your request before submitting it as it is the company’s sole discretion to accept or reject return/exchange requests.

Issuing Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, we will gladly refund your purchase via the original payment method, minus $15 for a restocking fee. If you haven’t received the funds within 7-10 business days, please first check with your bank then contact your credit card company. It may take some time before your refund appears as there is often a processing delay before a refund is posted. If you’ve completed these steps, waited 30 days since the refund was submitted by us, and still have not received your refund, please contact us at support@queenpanda.com