Guarantee Policy

Register to claim your Guarantee

Panda products come with a Guarantee of either 2, 5 or 10 years, depending on the product purchased, meaning you can rest assured you’ll be sleeping well for years to come. Scroll down to see the relevant Guarantee period for the product you’ve purchased – and congratulations on choosing bamboo!

If you’ve purchased your item(s) from an authorised Panda distributor, you will need to register for the Guarantee. If you purchase via our website, you are automatically registered for the relevant Guarantee period.

Panda Life Ltd. products are built to last. Our commitment to quality means that we are confident to guarantee your item(s) to be free from defects in workmanship or materials for a period of 2, 5 or 10 years (depending on the product purchased) from the date of the original purchase. This warranty only covers the products listed below and excludes all other items manufactured and distributed by Panda Life Ltd.

With lower-quality memory foam, the memory foam can lose its support and shape after 6-12 months. With the Panda Memory Foam Bamboo Pillow, Hybrid Bamboo Mattresses & Mattress Topper ranges, we guarantee that they will offer the same support in 5-10 years time (depending on the product purchased) from the day you purchase the item(s). If not, contact us, and we’ll repair or replace the item in question.

General

(a) This warranty is offered free of charge by Panda Life (UK) Ltd with registered offices at 26 Irving Way, London, NW9 6AQ.

(b) This warranty is valid for any of the following models of Panda Life Ltd. products: Panda Memory Foam Bamboo Pillow, Panda Toddler Memory Foam Bamboo Pillow, Panda Kids Memory Foam Bamboo Pillow, Panda Baby Memory Foam Bamboo Pillow, Panda Hybrid Bamboo Pillow, Panda Hybrid Bamboo Mattress, Panda Hybrid Bamboo Mattress Pro, Panda Cloud Duvet range, & The Topper by Panda & Baby Mattress. The standard warranty period is 1 year from date of purchase. By registering your item within 12 months of the invoice date, you will receive an additional 1-9 years’ warranty (depending on the product purchased) which will bring the total period of coverage to 2, 5 or 10 years (depending on the product purchased) from the date of invoice.

You must provide purchase information and the serial number of your item. The Panda Life item should have been sold either directly from Panda Life Ltd. or an authorised seller. You will then be issued a unique registered user number, which you can use to contact our customer service team, access our free technical support service, or return your product for repair or exchange as required.

(c) This warranty is valid only for purchases made from an authorised dealer of Panda Life (UK) Ltd. The warranty is non-transferable, not valid for products purchased outside of the UK or for products purchased from a dealer that is not accredited by Panda Life (UK) Ltd.

(d) In order to make use of the warranty, you should present the product along with proof of purchase (invoice, receipt) and a clear description of the problem TO THE DEALER from whom you purchased the product. Your dealer may get permission from Panda Life (UK) Ltd. to have the product checked by their own technical staff. If not, the product will be sent to an accredited service partner or to Panda Life (UK) Ltd. and will afterwards be returned to the dealer.

(e) Panda Life (UK) Ltd. will, at its sole option, repair or replace any components without cost to the end user. Panda Life (UK) Ltd., at its sole option, may choose to replace your faulty product with a newer model if that specific version has been discontinued. The new product will be offered with a warranty equal to the remaining period of the original warranty at the point of claim. Parts that are repaired or replaced under warranty will be offered with a warranty equal to the remaining period of the original warranty at the point of claim.

(f) To claim your guarantee, please ensure that you have registered your eligible items on our website at least 3 months after purchasing. If you have purchased items from our website (www.pandalondon.com), you will not have to register for the guarantee, as you’ll be automatically signed up.

This warranty does not apply:

(a) To cosmetic or structural damage to the item due to changes in temperature, humidity, exposure to the sun, fire or moisture (full guidance on washing and storing the item can be found on the box. Alternatively, you can ask our customer support team).

(b) To damage, corrosion or rusting of any hardware components (the zipper) caused by humidity, temperature or exposure to moisture.

(c) To damage caused by accident, abuse, misuse, liquid contact, fire, moisture, body salts and acids of perspiration, or other external cause.

(d) To damage caused by use with another product.

(e) To damage caused by customisation or modification performed by anyone who is not a representative of Panda Life Ltd.

(f) When the serial number, receipt or invoice is missing, altered or has been tampered with

If you ordered directly from this website, then you do not need to register for the guarantee as you're automatically enrolled for the eligible products.

We are confident that you will enjoy many years trouble-free, as all our products are manufactured to the highest standards. However, sometimes even the most well-engineered products can occasionally have faults. If that's the case, then no need for concern as your product has the benefit of our manufacturer’s guarantee.

We know you’ll be happy with your Panda product(s), but for complete peace of mind, we offer the following guarantees on Panda products.

*Please note the replacement plus shipping will be covered by Panda, and the postage cost to return the product (s) would be covered by the customer. We require the product (s) to be returned to us before a replacement is shipped.