Politica de rambursare
Return & Refund Policy
Last updated: May 15, 2026
This Return & Refund Policy applies to all purchases made through Pandora Factory via our website www.pandora-factory.com. Our warehouse and order processing center are located in Romania. We deliver goods to customers within the European Economic Area (EEA).
By placing an order on our website, you agree to the terms outlined below.
1. Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with EU consumer protection laws, you have the right to withdraw from your purchase without giving any reason within 14 calendar days.
The withdrawal period expires 14 days after you (or a third party indicated by you) receive the goods.
To exercise the right of withdrawal, you must inform us of your decision by a clear statement sent via:
Email: support@pandora-factory.com
or via the return form available in your customer account.
You may use the model withdrawal form below, but it is not mandatory.
2. Return Conditions
To be eligible for a return:
- Items must be returned within 14 days after notifying us of withdrawal.
- Products must be unused, unworn, unwashed, and in the same condition you received them.
- All tags, labels, and original packaging must be intact.
- Items must not show signs of wear, stains, perfumes, deodorant marks, or damage.
We reserve the right to reduce the refund amount if the value of the goods has diminished due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
3. Non-Returnable Items
The right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed after delivery. Personalized or custom-made items are also non-returnable.
4. How to Return an Item
- Contact us at support@pandora-factory.com and request a return.
- You will receive return instructions and the return address.
- Pack the item securely in its original packaging.
- Send the parcel using a trackable shipping service.
Return Address:
Pandora Prod SRL
73, Cuza Voda Street
620034 Focsani, Vrancea
Romania
5. Return Shipping Costs
Customers are responsible for return shipping costs unless the product is defective or we shipped the wrong item. We recommend using a tracked and insured service. We are not responsible for items lost during return transit.
6. Refunds
Once we receive and inspect the returned goods, we will notify you.
If approved:
- Refunds will be issued within 14 days after we receive the returned item (or proof of return shipment).
- Refunds are made using the same payment method used for the original purchase.
- Original shipping fees are refunded only if the entire order is returned.
We may withhold the refund until the goods are received or you provide proof of shipment.
7. Exchanges
We currently do not offer direct exchanges. If you wish to change size, color, or item: return the original item for a refund and place a new order.
8. Damaged, Defective, or Incorrect Items
If you receive goods that are visibly damaged upon delivery, you are encouraged to notify us within 48 hours for investigation purposes at support@pandora-factory.com.
We will offer, at your choice:
- Replacement
- Full refund
- Store credit
This notification period does not limit or affect your statutory rights under applicable consumer protection laws.
Consumers in the European Union benefit from a 2-year legal guarantee of conformity under Directive (EU) 2019/771.
9. Late or Missing Refunds
If you have not received your refund:
- Check your bank account again.
- Contact your card provider or payment service — processing times may vary.
- Contact your bank.
If the issue persists, email us at support@pandora-factory.com.
10. Legal Warranty (EU Conformity Guarantee)
All products benefit from a 2-year legal guarantee of conformity under EU law.
If an item becomes faulty within 2 years of delivery (and the defect is not caused by misuse), you are entitled to:
- Repair
- Replacement
- Price reduction
- Or refund
The burden of proof and remedies available apply in accordance with applicable EU legislation.
11. Model Withdrawal Form
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number: __________
Ordered on: __________
Received on: __________
Customer name: __________
Customer address: __________
Signature (if sent on paper): __________
Date:
__________
12. Contact Information
Company: Pandora Prod SRL
Registered Address: 73, Cuza Voda Street, Focsani, Vrancea
Country: Romania
Email: support@pandora-factory.com