Return and refund policy

Last updated: 17 April 2026

At Panda Leaf Limited, we are committed to providing high-quality products and a positive customer experience. This policy outlines how we handle returns, refunds, delivery issues, and payment concerns. By placing an order with us, you agree to the terms set out below. If you require assistance at any time, please contact us at customerservice@pandaleaf.co.uk, and our team will be happy to help.

1. Returns Eligibility

We offer a 14-day return period from the date your order is delivered. To be eligible for a return, items must be unused, unopened, and in their original resellable condition, with all packaging, seals, and protective materials intact. Proof of purchase may be required. We aim to be fair and reasonable in all cases; however, we reserve the right to decline returns that do not meet these conditions.

2. Hygiene Protection (Non-Returnable Open Goods)

As our products are classified as personal hygiene items, we maintain strict hygiene standards. For this reason, any item that has been opened, unsealed, used (in whole or in part), or tampered with cannot be returned, refunded, or exchanged. This policy is in place to protect the safety and wellbeing of all customers and is aligned with applicable UK hygiene and consumer regulations.

3. Return Approval Procedure

All returns must be approved in advance by Panda Leaf Limited. To request a return, customers must contact us within the applicable return period, providing their order number, reason for return, and supporting evidence where relevant, such as photos of damaged goods. Returns sent without prior written approval may not be accepted or refunded.

4. Return Dispatch Requirements

Once a return has been approved, the item must be dispatched within five (5) calendar days. Customers are responsible for ensuring that items are securely packaged to prevent damage during transit. Returned goods must remain in the same condition as approved; failure to meet these requirements may result in the return being declined.

5. Return Shipping Charges

Responsibility for return shipping costs depends on the reason for the return. Where items are confirmed to be faulty, damaged, or incorrect, we will cover the return shipping cost and provide a prepaid return label, and a full refund or replacement will be issued following verification. For returns due to change of mind or unwanted items, the customer is responsible for return shipping costs, and any provided return label cost may be deducted from the refund; original shipping charges are non-refundable. In cases of refused deliveries, failed delivery attempts, or incorrect address details provided by the customer, we reserve the right to deduct both outbound and return shipping costs. Unauthorised returns may not be accepted and may incur additional handling charges.

6. Damaged, Faulty, or Incorrect Items

Customers are advised to inspect their order promptly upon delivery. If an item is damaged, faulty, or incorrect, we must be notified within 48 hours of delivery, along with clear photographic or video evidence. Once verified, we will arrange a replacement or provide a full refund, including applicable shipping costs. Claims submitted outside this timeframe may not be accepted.

7. Delivery and Non-Receipt Claims

Once an order is marked as delivered by the courier, it is considered fulfilled. Panda Leaf Limited is not responsible for parcels reported missing after delivery confirmation, nor for loss, theft, or damage occurring after delivery. We rely on courier-provided evidence, including GPS tracking, delivery confirmation, and photographic proof, when reviewing such claims. Claims that cannot be supported with sufficient evidence may be declined.

8. Refund Processing

Refunds are processed after returned items have been received and inspected. Approved refunds will be issued to the original payment method within 5 to 10 business days. We reserve the right to refuse refunds or apply deductions if returned items are not in their original condition, are incomplete, or are not suitable for resale.

9. Fraud Prevention and Abuse

To ensure fairness for all customers, we monitor for misuse of our policies. Panda Leaf Limited reserves the right to refuse returns or refunds, request additional verification, cancel orders, or restrict future transactions where there is evidence of abuse. This includes repeated refund requests, false claims, or attempts to exploit our policies.

10. Unauthorised Transactions

If you believe a transaction has been made without your authorisation, you must notify us within 48 hours. We may request identity verification, payment confirmation, and supporting documentation. Claims that cannot be sufficiently verified or contain inconsistencies may not be approved.

11. Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating any chargeback or payment dispute so we can resolve the issue promptly. Where a dispute is raised, we reserve the right to provide full evidence, including delivery confirmation, payment authorisation, and communication records. Invalid or unjustified chargebacks may result in recovery of associated costs, account restrictions, or further action. Fraudulent disputes may be treated as payment fraud.

12. European Union Cooling-Off Period

For orders delivered within the European Union, customers have the right to cancel their order within 14 days, provided the goods remain unused, unopened, and in their original condition. This right does not apply to products that have been unsealed where they are not suitable for return due to hygiene reasons.

13. Late or Missing Refunds

If you have not received your refund within 15 business days after approval, we recommend contacting your bank or payment provider first, as processing times may vary. If the issue remains unresolved, please contact us directly and we will assist you further.

14. Contact Information

For any questions or support regarding returns, refunds, or disputes, please contact our customer service team at customerservice@pandaleaf.co.uk, and we will do our best to assist you promptly.