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Purple Panda Supplies Ltd Refund and Return Policy

Refund Policy

Key Information

  • Return Policy: 30 days from the date of receipt.
  • Refund Processing Time: Refunds will be processed within 5 business days.
  • Restocking Fee: 20% Restocking Fee applicable to items outside the Fee Waiver Conditions.
  • Return Address: Return address is specific to each brand. It will be provided once the refund request is initiated.

At Purple Panda Supplies Ltd customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to assist you.

 

Returns Policy

Eligibility

  • Items must be unused and in the same condition as when received.
  • Items must also be in the original packaging.

Timeframe

  • Returns must be made within 30 calendar days from the date of receipt.

Proof of Purchase

  • A receipt or proof of purchase is required for all returns.

Non-Returnable Items

Items that cannot be returned include:

  • Items that have been opened or used.
  • Custom-made orders.
  • Clearance items.
  • Products marked as non-returnable.
  • Items marked as final sale.

Return Process

Initiate a Return

  • Contact our customer service team via email at hello@purplepanda.co.uk or call us at 0161 394 0066.
  • Provide your order ID, details about the item, and the reason for the return.

Prepare Your Return

  • Securely pack the item in its original packaging, including all accessories and documentation.

Return Authorisation

  • We will provide you with a Return Merchandise Authorisation (RMA) number and instructions, along with the return address.

Return Shipping

  • Generally, customers are responsible for the shipping charges associated with returning an item unless the item was damaged or faulty upon delivery. In such cases, a prepaid label will be provided to send the item back at no cost to you.
  • We recommend using a trackable shipping service or purchasing shipping insurance.
  • Shipping costs are non-refundable. If a refund is granted, return shipping costs will be deducted from it.

Refund Policy

Eligibility for Refunds

  • Items must be in their original condition and packaging.
  • Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.

Refund Process

  • Approval: If your return is approved, we will initiate a refund to your original method of payment.
  • Processing Time: Refunds are processed within 5 days from the date of receipt and inspection of the returned item.
  • Bank Processing: Refunds may take an additional 3-5 business days to reflect in your account, depending on your bank or credit card company's processing times.

Restocking Fee

Standard Fee

  • A restocking fee of 20% is applicable in some circumstances to all returned items to cover processing costs. This fee is automatically deducted from your refund amount.

Fee Waiver Conditions

  • The restocking fee will not be applied in the following circumstances:
    • Defective Items: If the item you received is defective upon arrival.
    • Incorrect Item: If you receive an incorrect item due to an error on our part.
    • Damaged During Shipping: If your item is damaged during shipping and this damage is confirmed by the shipping carrier.
  • Documentation Required: To request a waiver of the restocking fee, please provide photographic evidence of the defect, damage, or incorrect item received. Email this documentation to hello@purplepanda.co.uk.

Late or Missing Refunds

  • If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at hello@purplepanda.co.uk.

Exchanges

  • We only replace items if they are defective or damaged. If you need to exchange an item for the same product, contact our customer service team at hello@purplepanda.co.uk or call us at 0161 394 0066.

Damaged or Defective Items

  • If you receive an item that is damaged or defective, please contact us right away at hello@purplepanda.co.uk or call 0161 394 0066. Include a photo or video showing the damage. We will arrange for the item to be repaired, replaced, or refunded. In this case, we will cover the cost of return shipping.
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