Returns & Refunds
Returns and Replacements Policy
All sales are final, and we do not accept returns or offer refunds under normal circumstances. Returns are strictly limited to home delivery orders that arrive damaged or differ from the items shipped. This policy does not apply to store pickup orders, which must be inspected and verified at the time of collection.
To qualify for a return under these specific conditions, you must notify us within 48 hours of receiving your delivery to request a return authorization. Once authorized, the product must be returned immediately and no later than 5 days after the authorization date.
Can I cancel my order after it has been placed?
Delivery Discrepancies and Transit Damage
If your delivered order arrives damaged or is different from what you ordered, please contact us within 48 hours of delivery so we can resolve the issue.
Where possible, please include a photograph of the damage or the incorrect item, as well as the packaging, to help us verify the claim and address the matter with our courier.
Please be advised that we only accept responsibility for the condition of the goods prior to delivery. Any damage or discrepancy en route to you is our responsibility. We cannot accept liability or authorize returns for any damage that occurs after the item has been successfully delivered to your specified address, designated safe place, or nominated neighbor.
Incorrect Item Received
We make every effort to ensure the correct items reach you. If your delivered order contains an item you did not expect, please report it to us within 48 hours of delivery so we can arrange for the correct item to be sent out.
Please be advised that we only accept responsibility for the goods prior to delivery. We cannot accept liability or authorize item exchanges for any delivery discrepancies reported after the item has been successfully delivered to your specified address, designated safe place, or nominated neighbor.
When reporting an incorrect item, please provide details of the product you received. You are legally responsible for returning any item accidentally delivered to you without an order or payment. Failure to return un-ordered merchandise upon request will result in a charge for the full retail cost of the item.
When returning an incorrect item, please leave the original inner and outer packaging intact and safely reseal the parcel. If you have questions about appropriate packaging, contact our Customer Service team at 08177066007.
Eligibility for Returns & Replacements
Important: For hygiene and software licensing reasons, some items are strictly ineligible for exchange, return, or replacement under any circumstances. These items include, but are not limited to:
- Monitors and headphones
- Earplugs and ear protection
- Reeds and mouthpieces for woodwind and brass instruments
- Mouth and lip-care products
- CDs, DVDs, and software
Our delivery replacement and exchange policies are designed exclusively to support individual consumers and Recognized Educational Establishments. For purchases made for business, commercial, or resale purposes, no benefits such as exchanges or replacements apply. Please refer to our full terms and conditions for more information.
Note on Eligibility
Our returns and warranty policies are designed to support individual Customers and Recognised Educational Establishments. For purchases made for business, commercial or resale purposes, some benefits such as refunds and exchanges may not apply. Please read our full terms and conditions for more information.
Request Return & Replacement Authorization
To return an incorrect or transit-damaged product for a replacement under our terms, ensure the product is:
- In "as new" condition, meaning it has not been handled beyond what is necessary to establish its nature, characteristics, and functioning.
- Well-packaged and in its original delivered condition. Used products or products further damaged by the customer are entirely ineligible for replacement.
You must request a return authorization within 48 hours of delivery. Request your authorization via SMS, WhatsApp at 08177066007 or by emailing support@gopandy.com. You must include a detailed reason for the return alongside supporting photos and a clear, detailed video of the product. Upon authorization, you will receive a return authorization code and the physical address where the product must be sent.
Shipping Your Returns
To ensure your replacement is processed, you must use a trackable shipping service. We are not responsible for packages that are lost, damaged, or missing during return transit.
Upon receipt, your package will be physically examined. Once we confirm the items have been returned in strict alignment with this policy, we will process your exact product replacement. Original shipping and handling fees are completely non-refundable and will not be credited toward exchange shipping.