Important notice before doing a return or exchange
Most of the products that are purchased on PandaBoo have a 3 Day Return & Refund guarantee after the first day of receipt.
To return a product and get a refund you must keep the product clean and in brand new condition. All original product packaging must be kept and any product tags must also be in their original state (i.e. no removal or dis-assembly). If there were any extra gifts or free promotional items that came with the order, those must also be returned.
Some products are not accepted for a return.
Listed below are some typical products that are not accepted for a return; after the product has been delivered. If you can't find your product listed below, or are not sure if your product falls under this policy, then please contact us.
- Customized Products - e.g. personalized products, design services, etc.
- Fresh Products - e.g. green plants, flowers, seafood, meat, fresh fruit, etc.
- Virtual Products - e.g. software, digital videos, etc.
- Books - e.g. magazines, books, newspapers, etc.
- Services - e.g. home cleaning services, translation services, etc.
- Private Products - e.g. tooth brushes, underwear, etc.
- Activated Electronics - e.g. mobile phones, laptops, office supplies, etc. (once activated)
- Special Products - e.g. products specially marked by seller as "can't be returned & refunded".
How to cancel products
You can submit a cancel request when the product status is pending. Please go to "Account Order History", find the pending product you would like to cancel and click on "More". Then click on "Cancel" to submit your cancel request.
PandaBoo team will cancel & refund the product in 24 hours and send you a notice on WeChat once the product is canceled and refunded.
How to submit a return or exchange request
You can simply contact us on Live Chat or Wechat and let us know your return or exchange request.
Or you can follow the below steps to submit the return or exchange request.
1.Please go to "Account Order History", find the delivered product you would like to return and click on "More". Then click on "Return / Exchange".
Or you can go to the Order Information page, swipe to the left, then click on the red button .
2.Now you can choose the Type and Shipping Method and fill in the return reason in the Remark box, then click on "Submit". PandaBoo team will contact you in 24 hours to proceed the return or exchange.
Returns and exchanges for the Super Mall
For products that are purchased in the Super Mall you get 3 days after the day of receipt to do a return. The return for most products from Super Mall is FREE, no matter what the return reason it is.
Return Procedure:
Step 1 - Contact us to declare the return & refund request or submit the return & refund request following the above listed steps.
Step 2 - We will check the request, and approve it.
Step 3 - We will arrange for a courier to come pick up the package from your address.
Step 4 - Once the supplier has received the package, we will issue a full refund.
Exchange Procedure:
Step 1 - Contact us to declare the product exchange request or submit the exchange request following the above listed steps.
Step 2 - We will check the request, and approve it.
Step 3 - We will arrange for a courier to deliver the new product to your address for an exchange and collect the package to be returned at the same time.
Returns and exchanges for the Marketplace & Wholesale
For products that are purchased in the Marketplace or Wholesale you usually get 3 days after the day of receipt to do a return.
NOTICE: For products from Marketplace or Wholesale, if it is the supplier's fault, such as a quality defect, wrong item, etc., you don't need to pay the return shipping fee. If it is not the supplier's fault, such as the product does not fit, or you just don't like the product, etc., please pay the return shipping fee.
Return Procedure:
Step 1 - Contact us to declare the return & refund request or submit the return & refund request following the above listed steps.
Step 2 - We will check your request, then approve it.
Step 3
If you select "Pickup at my door" as the shipping method, we will arrange a SF express courier to collect the package from your door. It is fast and simple but costs more. The shipping fee starts from ¥18 to ¥23 for the first kilogram.
If you select "Ship back by myself" as the shipping method, we will send you a document with all the details for shipping back. Please show it to any shipping agent near you and they will do the rest for you. They usually charge a little less than SF express. After you ship out the package, please let us know the courier tracking number for the follow-up return procedure.
Step 4 - Once the supplier has received the package, we will issue a full refund.
Exchange Procedure:
Step 1 - Contact us to declare the return & exchange request or submit the return & exchange request following the above listed steps.
Step 2 and Step 3 will be the same as the return procedure does.
Step 4 - Once the supplier has received the returned package, the supplier will ship out a new/correct product. The courier tracking record of the new package will be updated accordingly in your order.