1. Start with Order Support
Open a support request from your order page before returning anything. Include the order number, the affected item and clear photos or video. Do not send goods to a supplier or warehouse address without return instructions.
2. Wrong, damaged or defective items
If an item is materially different from its confirmed description, wrong, damaged or defective, contact us promptly after delivery. We will review the listing, warehouse inspection and delivery evidence and provide the remedy required by applicable law, which may include repair, replacement, price reduction or refund. Pantao covers reasonable approved return costs when the issue is our responsibility.
3. Change-of-mind returns
Where offered or legally required, change-of-mind returns must be requested within the stated period and returned unused, complete and in original condition. You may be responsible for return shipping and any value loss caused by handling beyond what is necessary to inspect the item, where the law permits.
Consumers in the EEA or UK generally have a 14-day withdrawal right for eligible distance purchases. Exceptions may apply to personalized, perishable, sealed hygiene or other excluded goods. We will not restrict mandatory local consumer rights.
4. Refund timing and method
Approved refunds are issued to the original payment method. Bank or card processing time may vary. We may wait for returned goods or evidence of return where permitted. Original expedited delivery upgrades and unrecoverable destination charges may be excluded where the law allows.
5. Cancellations
An unpaid order may be cancelled from the order page. After procurement begins, cancellation depends on whether the supplier shipment can still be stopped. Mandatory cancellation and withdrawal rights remain unaffected.