Shipping, Returns & Refund Policy

1. 14-Day Statutory Cancellation Right

As a consumer purchasing online in the United Kingdom or European Union, you possess the statutory legal right to cancel your purchase contract without stating a reason within fourteen (14) calendar days.

The 14-day cancellation cooling-off window begins on the day following the date on which you (or a designated third party other than the carrier) acquire physical possession of the ordered merchandise, as confirmed by official courier tracking telemetry.

2. Conditions for Return Eligibility

To qualify for a full refund under our 14-day policy, returned items must satisfy the following conditions:

• The item must be in its original, unused, unaltered, and pristine resalable condition;
• All original packaging, protective films, manufacturer labels, instruction manuals, barcodes, and included accessories must remain fully intact and included;
• The product must not exhibit any signs of physical wear, cosmetic scuffs, pet hair, dirt, or smoke odours;
• Returns must be accompanied by a valid Return Merchandise Authorization (RMA) number issued by our customer care department.

3. Exemptions & Non-Returnable Goods

Under Regulation 28 of the UK Consumer Contracts Regulations 2013, statutory cancellation rights do not apply to certain categories of goods for reasons of health protection, hygiene, and product integrity once unsealed:

• Hygiene & Beauty: Cosmetics, skincare liquids, facial rollers, hair massagers, earrings, intimate apparel, and swimwear where the hygiene seal has been broken;
• Custom or Personalized Items: Goods custom-manufactured, engraved, or modified to the customer’s bespoke specifications;
• Perishable Goods: Items with a limited shelf-life or prone to rapid deterioration;
• Digital Downloads & Gift Vouchers: Unredeemed or redeemed virtual gift cards.

4. Step-by-Step Return Process (RMA)

5. Damaged, Faulty or Incorrect Items

Please notify us within 7 calendar days of delivery at notifications@panybox.com with:

• Your PanyBox Order Number;
• A clear photo or short video clip showing the defect, transit damage, or incorrect item label;
• A photograph of the outer courier shipping label.

6. Refund Processing Times & Methods

Refunds are issued exclusively to the original payment method utilized during checkout (Visa, Mastercard, American Express, Apple Pay, or Google Pay processed via Stripe).

Once your returned parcel is checked in and approved, our finance department triggers the refund immediately. Due to standard interbank clearance times, funds typically reflect on your bank or card statement within 3 to 5 business days.

7. Return Shipping Costs & Responsibilities

In accordance with standard UK distance selling guidelines:

• Change of Mind / Customer Preference: If you choose to return an item simply because you no longer need it, you are responsible for paying the direct cost of return postage.
• Defective, Broken or Inaccurate Items: If the return is necessitated by a product flaw, courier transit damage, or dispatch error by PanyBox, we provide a prepaid return shipping label or reimburse your reasonable return postage.

8. UK & International Delivery Windows

Orders are prepared and dispatched within 1–2 business days. Real-time courier milestones can be verified 24/7 on our Order Tracking Page.

9. Customer Support & Contact Information