Refund policy

Refund and Exchange

We offer exchange or refund within 7 days of delivery arrival. Your item must be unused and in the same condition that you received it. It must also be in the original packaging and have all tags intact. Items not in its original condition, is damaged or missing parts for reasons not due to our error, or the request is made more than 7 days after delivery arrival, are not eligible. To complete your exchange or refund, we require a receipt or proof of purchase.

If you require an exchange or refund, please send us an email at info@thepankou.com and we will provide you with instructions. If the request is due to defective or damaged product, please provide description and photographs of the problem.

For size change or simply change of mind, you will be required to pay return shipping. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

For defective or damaged products, we will pay for all shipping costs involved with the exchange.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be submitted by us within 3 working days. A credit will automatically be applied to your credit card or original method of payment within the required processing time frame of the financial intermediaries/ your banking institution.

Late or missing refunds
If you have not received a refund, first check your bank account again.
Then contact your credit card company and bank, and provide them details of the refund. It may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@thepankou.com.

Sale items
Only regular priced items may be exchanged or refunded, unfortunately sale items cannot be exchanged or refunded.

Shipping
To return or exchange your product, you should first contact customer service at info@thepankou.com, and we will provide you instructions.