Refund policy
We have a 30-day return policy, which means you have 30 days from the date you received your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. For jewelry, "original packaging" means the branded Panda Jewelry Store gift box, pouch, or protective case included with your order, with all tissue paper, certificates, and inserts intact.
You'll also need the receipt or proof of purchase.
To start a return, you can contact us at info@pandajewelrystore.com. Please note that returns will need to be sent to the following address:
Panda Jewelry Store
9134 Piscataway Road
POB #701
Clinton, Maryland 20735
United States
If your return is accepted, we'll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at info@pandajewelrystore.com.
How to Request a Return
To initiate a return, please contact us at info@pandajewelrystore.com with the following information:
- Your order number
- The item(s) you wish to return
- The reason for your return
- Photos of the item and packaging (required for defective, damaged, or incorrect items)
Once we receive your request, we will respond within 1–2 business days with next steps and, if applicable, a prepaid return shipping label.
Personalized and Custom Jewelry Returns
Due to the personalized nature of custom jewelry, these items are generally non-returnable unless:
- The item is defective or damaged upon arrival
- We made an error in the engraving, personalization, or specifications
- The item does not match the approved design proof
If you believe your personalized item has a defect or error, don't hesitate to get in touch with us within 48 hours of delivery with photos for review.
Sizing and Fit
If your jewelry does not fit properly, don't hesitate to get in touch with us within 7 days of receipt. We may offer one complimentary resize for rings (subject to design limitations) or exchange options for bracelets and necklaces where possible.
Return Shipping Costs
- Defective or incorrect items: We provide a prepaid return label at no cost to you
- Change of mind returns: Customer is responsible for return shipping costs
- Lost or damaged returns: We recommend insured shipping; we are not responsible for items lost or damaged in return transit
Engraving and Personalization Accuracy
Please carefully review your personalization details before submitting your order. We will provide a proof for approval on custom orders. Once approved and production begins, changes cannot be made. Errors on our part will be corrected at no charge; errors in customer-provided text cannot be returned.
Damages and Issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Custom products (such as special orders or personalized items) except as noted above
- Personal care goods (such as beauty products)
- Perishable goods (such as food, flowers, or plants)
- Hazardous materials, flammable liquids, or gases
- Sale items or gift cards
Please get in touch if you have questions or concerns about your specific item.
Partial Refunds
In certain situations, only a partial refund may be granted, including:
- Items returned with missing original packaging components (box, pouch, certificates)
- Items showing signs of wear, damage, or alteration not present at the time of delivery
- Returns initiated after the 30-day window at our discretion
The partial refund amount will be assessed on a case-by-case basis and communicated to you before processing.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Gift Returns
If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received and inspected, a gift certificate will be emailed to you.
If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.
International Returns (Outside the European Union)
For orders shipped to countries outside the United States and the European Union, the following conditions apply:
- The customer is responsible for all return shipping costs and any applicable customs or duties fees
- We recommend using a trackable, insured shipping method — we are not responsible for items lost or damaged in international return transit
- Refunds will be issued in USD to the original payment method; exchange rate differences are not covered
- Please contact us at info@pandajewelrystore.com before returning any international order to receive instructions
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
Refunds
Once we receive your returned item, we will inspect it within 2–3 business days and notify you by email whether your refund has been approved or denied.
If approved, your refund will be automatically processed to your original payment method within 10 business days of approval. Please remember it can take additional time for your bank or credit card company to post the refund to your account.
If more than 15 business days have passed since we approved your return, please contact us at info@pandajewelrystore.com.