Refund policy

Return and refund policy

For many of our products, we offer a free trial period*. Products can be collected and returned for free, with a full refund, within their respective trial periods; contact our customer service team to begin the process.

*30-Night Trial: Bamboo Mattress Topper, Bamboo Memory Foam Pillow, Hybrid Bamboo Pillow, all Panda Kids™ Bamboo Pillows, Panda Cloud Duvet range, 100% Bamboo Bedding complete sets and separates, Bamboo & French Linen Bedding complete sets and separates, Signature+™ Lyocell Bedding complete sets and separates.

*100-Night Trial: Hybrid Bamboo Mattress, Hybrid Bamboo Mattress Pro.

For products that don’t include a free trial period, including our Bath range and Bamboo Eye Masks, we have a 30-day return policy. To be eligible for a return and refund, the item must be in its original packaging and in the same condition it was received in. You will also need proof of purchase. To start a return, please contact info@pandalondon.com or get in touch with the customer service team. 

Please note, returns will need to be sent to the following address: 26 Irving Way, London, NW9 6AQ. If your return is accepted, we’ll send you a return shipping label along with instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item. This way we can evaluate the issue and make it right as soon as possible.

Exceptions

Products that don’t have a free trial are: Bamboo Towels, Bamboo Bath Rug, Kids Hooded Towel, Bamboo Baby Muslin Squares and Swaddles, Bamboo Eye Mask, replacement Topper Cover, replacement Pillow Cover.

These are items we cannot clean, refurbish and donate or re-sell as part of our efforts to keep products and waste out of landfill. We can only accept these items for returns and refunds if they are unused, still in their original packaging and in the condition you received them in.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@pandalondon.com.