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PANDHESS allows Customers to request a return within thirty (30) calendar days from the date the Product is received.
For orders containing multiple Products delivered separately, the 30-day return period begins on the date the last Product is received.
To request a return, the Customer must contact PANDHESS within the applicable return period :
For returns based on a change of mind, the Product must be returned complete, unused, undamaged and in a condition suitable for resale, together with all accessories and instructions supplied with it. Whenever possible, the Product should also be returned in its original packaging.
Return shipping costs are the responsibility of the Customer, except where the Product is defective, damaged, incorrect or where applicable law requires PANDHESS to cover those costs.
Before sending a Product back, the Customer must contact PANDHESS at contact@pandhess.com to receive the applicable return instructions and return address.
Returns sent without prior instructions or to an address other than the return address provided by PANDHESS may result in processing delays.
Our Customer Service team aims to respond to return requests within twenty-four (24) to forty-eight (48) business hours.
Nothing in this Return & Refund Policy limits any mandatory consumer rights that may apply under applicable United States federal or state law.
If the Customer receives a damaged package, a defective Product or an item that does not match the order, the Customer should contact PANDHESS as soon as reasonably possible after discovering the issue.
The Customer should contact Customer Service at contact@pandhess.com and provide the order number and, where possible, photographs or videos clearly showing the issue. This information helps PANDHESS review and process the request.
Where the Product is confirmed to be defective, damaged or incorrect, PANDHESS will provide an appropriate solution in accordance with applicable law, which may include a replacement or refund.
Where a return is required because the Product is defective, damaged or incorrect, the applicable return shipping costs will be covered by PANDHESS.
Once the returned Product has been received and inspected, PANDHESS will notify the Customer regarding the status of the refund.
If the return is approved, the refund will be issued to the original payment method. The time required for the refunded amount to appear in the Customer's account may vary depending on the bank, card issuer or payment provider.
Original shipping charges, if any, are not refundable for change-of-mind returns, except where required by applicable law.
Where a refund is due for a defective, damaged or incorrect Product, it will be handled in accordance with applicable law.
Certain Products may not be eligible for return where permitted by applicable law, including Products that have been made to the Customer's specifications or clearly personalised.
Any applicable return restriction will be communicated to the Customer before purchase where required by law.
PANDHESS reserves the right, to the extent permitted by applicable law, to refuse a change-of-mind return or reduce the amount refunded where the returned Product is incomplete, used, damaged by the Customer or otherwise returned in a condition that does not comply with the conditions stated in this policy.
This provision does not affect the Customer's rights in relation to Products that are defective, damaged, incorrect or otherwise covered by mandatory consumer protection laws.
For any questions regarding a return or refund, please contact :
PANDHESS Customer Service
Email : contact@pandhess.com
Telephone : +33 7 56 84 68 33
Monday to Friday : 9:00 AM - 6:00 PM (Paris time)
Response time : 24 - 48 business hours