Refund policy

Thank you for shopping at PanTao Studio. We strive to provide high-quality products. Please read our policy below to understand your rights and our procedures regarding returns, exchanges, and refunds.

1. 14-Day Return Window (Right of Withdrawal)

In accordance with UK and EU consumer laws, as well as our global store policy, you have the right to request a return within 14 calendar days from the date you receive your order.

To be eligible for a return:

  • The item must be unused, unwashed, and in the exact same condition that you received it.
  • It must be in its original packaging with all tags, labels, and accessories attached.
  • You must provide a valid receipt or proof of purchase (such as your order number).

Any return request submitted after 14 calendar days of delivery will not be accepted.

2. Return Shipping and Costs

  • Return Shipping Fees: Unless the return is due to our error (such as a defective, damaged, or incorrect item sent), the customer is responsible for paying all return shipping costs. Return shipping fees are non-refundable.
  • Tracked Shipping Required: We strongly recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not liable for packages lost or damaged in transit back to us.
  • Original Shipping Fees: For non-defective returns, only the cost of standard outbound delivery (if charged) will be refunded. Premium, express, or priority shipping charges chosen at checkout are non-refundable.

3. Non-Returnable and Final Sale Items

The following items cannot be returned or refunded:

  • Custom-made, personalized, or made-to-order products.
  • Sale, discounted, clearance, or Final Sale items.
  • Gift cards.
  • Sealed hygiene or perishable goods that have been unsealed after delivery.

4. Return Authorization Process (RMA)

To initiate a return, you must contact our support team first:

  1. Email us at hello@pantaostudio.com with your Order Number, the item(s) you wish to return, and the reason for return.
  2. If your return is approved, we will provide you with the designated return address and instructions.
  3. Important: Items sent back to us without prior authorization will not be accepted or refunded.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If the item is defective, damaged, or you received the wrong item:

  • Contact us within 48 hours of delivery at hello@pantaostudio.com.
  • Include clear photos or video evidence showing the issue and the packaging.
  • Upon verification, we will arrange a replacement or issue a full refund at no extra cost to you.

6. Refunds and Value Reductions

  • Once your return is received and inspected at our facility, we will notify you via email of the approval or rejection of your refund.
  • Diminished Value: If an item is returned in a condition indicating use beyond what is necessary to establish its nature, characteristics, and functioning, we reserve the right to deduct a reasonable amount to cover any loss in commercial value.
  • Processing: If approved, your refund will be processed automatically to your original payment method within 14 business days. Processing times may vary depending on your bank or credit card provider.

7. Statutory Rights

Nothing in this policy affects your statutory consumer rights under the laws of the United Kingdom, the European Union, the United States, Canada, or the Australian Consumer Law (ACL).