Returns & Refunds

Last updated: 2026-09-05

At pandora we want your experience to be a good one. If you are not satisfied with your purchase, this policy explains how to handle a return or a refund.

1. Right of withdrawal (14 days)

Under Directive 2011/83/EU and the French Consumer Code, you have 14 calendar days from receipt of the product to withdraw from the contract without having to give a reason.

The period starts:

• from the day you physically received the last product in the order.
• in the case of successive deliveries, from the last parcel.

2. How to exercise your right of withdrawal

You can notify us of your decision through any of the following channels:

1. By sending an email to [email protected] with the subject «Withdrawal – Order no.».
2. Via WhatsApp at {{WHATSAPP}}.
3. Using the model form (available at the end of this page).

In your message, please state:

• Order number
• Product(s) to be returned
• Reason (optional, not required)
• Collection address or confirmation that you will send it yourself

We will reply within a maximum of 48 working hours with detailed instructions.

3. Condition of the returned product

The product must meet the following conditions:

• Be unused, with the original tags and packaging.
• Show no damage, stains or odours.
• Not have been personalised (name, number, custom crest, text). Personalised products are excluded from the right of withdrawal under art. L.221-28 of the French Consumer Code.

4. Return costs

• Defective product or our error: we cover the shipping costs in full.
• Withdrawal with no defect: return shipping costs are borne by the Customer.
• We recommend using a tracked service to avoid loss.

5. Refund timing and method

1. Once the product has been received and checked at our premises, we will issue the refund within a maximum of 14 calendar days.
2. The refund will be made using the same payment method used for the purchase (card, PayPal, etc.) unless expressly agreed otherwise.
3. The amount refunded includes the price of the product and the original delivery charge (where applicable).
4. If you choose a return shipping method other than the standard one, the difference will not be refunded.

6. Defective or non-conforming products

If you receive a product that is defective, damaged in transit or different from the one ordered:

1. Contact us within a maximum of 72 hours of receipt, attaching clear photographs.
2. We will arrange collection or reshipment at our expense.
3. According to your preference we will offer: (a) replacement with an identical product, (b) a partial discount if you keep the product as is, or (c) a full refund.

This right is in addition to the 2-year legal guarantee of conformity provided by art. L.217-3 et seq. of the French Consumer Code and the warranty against hidden defects (art. 1641 et seq. of the Civil Code). The mandatory consumer protection rules of your country of residence continue to apply.

7. Change of size or model

Exchanges are handled as a return followed by a new order. If you need a different size, the quickest route is:

1. Place a new order straight away.
2. Return the original following the steps above.
3. We will refund the first order as soon as we receive it.

This avoids the size you want selling out while the exchange is processed.

8. Orders held in customs

If your order is held by customs in your country and you decide to refuse it, the refund will be processed once the parcel returns to our warehouse. Customs return costs are not covered by pandora and will be deducted from the amount to be refunded.

9. Exceptions to the right of withdrawal

The following cannot be returned:

• Products personalised with a name, number or custom crest.
• Sealed products whose seal has been broken for hygiene reasons (underwear, opened socks).
• Products that have clearly been used, washed or altered.

10. Model withdrawal form

To pandora, {{ADDRESS}}, [email protected]: I hereby give notice that I withdraw from the contract of sale of the following product: Product(s): __________________________ Order number: __________________________ Date received: __________________________ Consumer’s name: __________________________ Consumer’s address: __________________________ Signature (only if sent on paper): __________________________ Date: __________________________

11. Contact

For any question about this Policy, write to us:

• Email: [email protected]
• WhatsApp: {{WHATSAPP}}
• Support hours: Monday to Friday, 09:00 – 18:00 (Central European Time)