Only need to subscribe your mail address before ordering, you can enjoy the 30 Day Unconditional Refund Guarantee for Unopened & Unused Items. For whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customers responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.
Extended Guarantee Notice:
Note that the returns shipping fee is non-refundable and products must be returned unopened and unused for a refund.
30 Day Unconditional Refund Guarantee for Unopened & Unused Items (Member only)
If you are not Panana member ,only 14 Day Unconditional Refund Guarantee for Unopened & Unused
If your item arrives damaged or is not working, please follow the warranty process and contact our Contact us for RMA authorization within 30 days of the order being received. After returning the product to the address provided by our support team, we can send you a new replacement, or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at Panana.
Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Service. Customers must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair, please contact us for further professional help. Service fees such as return shipping fees will be the customers responsibility in such cases.
Warranty Exemptions and Notes
If your item has an issue, please first submit a ticket to our support center
Please carefully follow our warranty process to minimize any delays:
NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.
Missing item(s), wrong item(s) or incorrect package sent
Please be sure to open the parcel and carefully check the contents before signing for the package.
For any issues, please carefully follow our warranty process to minimize any delays:
1. Contact our support center with your order number and the product code (SKU number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
- If there is a item missing, we will resend the missing item/accessory for free within the warranty period.
- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Panana will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.
Returns and Compensation Process
If you have any after sales issues, please contact our support center directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.
This following section describes the processing time required upon receiving your returned item.
For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your item back, and depending on stock availability.
For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method.
Textile/Apparel Return Process
30 Day Money Back Guarantee & Returns process
Within 30 days of receiving the item, if you are dissatisfied with the order, please follow the warranty process and Contact us for RMA authorization stating:
Items that can be returned/refunded or exchanged within 30 days of receiving must follow the criteria as below:
1. Faulty items damaged/broken or stained upon arrival.
2. Items received in the incorrect size/color.
3. Unwashed, unworn and unused item(s) that have not met your expectations within 30 days of receiving.
We will not accept returns in the following conditions:
1. Items outside the 30 day warranty time-frame.
2. Washed, worn, used or misused items.
3. Items under the following categories: Sale, Swimwear, Lingerie, and Earrings. These items are not covered by the warranty for hygiene reasons.
All returns must be confirmed via the ticket center. Returned items without Return Merchandise Authorization (RMA) will not be accepted.
In the textile/apparel business, we may note slight size differences between brands and manufacturers. It is important you check the size chart and size conversion chart on the product before ordering.
If we have shipped you the wrong size by mistake, we will either refund you in full or send you an item with an alternative size (if applicable).
If you chose the wrong size, Panana will offer an exchange or refund for customers, but please note that shipping costs to return the items are at the customer's expense.
Return Shipping Fees
1. Shipping fees to return the items are at the customer's own expense.
2. Please consult your local post office to confirm the actual return shipping fee. We advise you use the cheapest registered airmail method that is available.