Returns policy

Please read our returns policy carefully, as some products are not covered by our 30-Night Trial.

You are welcome to return your Panda 30-Night Trial eligible products back to Panda Life Ltd. for any reason. Simply let us know either via phone or email within 30 days of the initial purchase date. We can provide you with a returns label (if applicable) and, depending on the situation, provide you with a refund or a replacement. Unfortunately, we cannot offer refunds after this 30 day period has passed.

Once a returns label has been provided, you will have 10 days to either have the item collected or dropped off with one of our courier partners. If the item is not returned within this time period, we will assume that you no longer wish to continue with the return, and your returns request will then be voided, and you will not be issued with a refund.

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Product: “Bamboo Eye Mask”

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Product: “Bamboo Towels” – UK

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Product: “Bath Rugs” – UK

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Product: “Kids Hooded Towels” – UK

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Product: “Topper Bamboo Covers” – UK

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Product: “Bamboo Pillowcovers” – UK

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Any items manufactured by Panda Life Ltd, that you wish to return MUST be sent to the postal address featured below and include all the relevant information required.

Post to the following address:

Panda Life Ltd.

447 High Road

London

N12 0AF

Returned items must include your:

• Name
• Address
• Date of purchase
• Original packaging
• Invoice/order number

You will receive a full refund for the item (except for delivery charges) within 30 days of us receiving the item.

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Orders sent outside of the United Kingdom

Any orders placed with a shipping address outside of the UK will not be eligible for a complimentary returns label. We stand by our 30-Night Trial for customers outside of the UK, however, if returned, you will be reimbursed for the item purchased only (delivery charges will not be refunded).

We are unable to offer refunds after the 30 day period has passed. If you would like to return your item, please send them via recorded delivery within 28 days and ensure that your Panda Memory Foam Bamboo Pillow is in its original packaging.

Post to the following address:

Panda Life Ltd.

447 High Road

London

N12 0AF

Returned items must include your:

• Name
• Address
• Date of purchase
• Original packaging
• Invoice/order number

You will receive a full refund for the item (except for postal charges, e.g., if paid for an expedited delivery service) within 30 days of us receiving the item.

Reasons for returning your item

Damaged items

We check all our products thoroughly, all in the name of maintaining the highest quality standards. Very rarely, a faulty item may slip through. Please accept our apologies if you receive a faulty product. If this happens, please get in touch straight away, and we will do everything we can to rectify the issue. Any damaged items will be entitled to a full refund.

Unwanted items

While we are happy to refund any unwanted items, we cannot refund the cost of postage. Please make sure you adequately insure against loss and/or damage in transit. (Only Valid with the 30-Night Home Trial items)

Exchanges

We are more than happy to offer you an exchange for your unwanted or damaged items. Please call or email to speak to one of our customer service team.

Collections & Fees

We offer a one-time free collection from a postal address of your choice (for products over the weight of 5kg) of if you decide that you would like to return items to Panda. If the item(s) are not collected from your address on the assigned date due to you not being present at the collection address nor being in contact with the courier, fees may be applied if you wish to arrange a second collection.

Drop Offs & Fees

We offer a one-time free drop off-label from a local parcel shop of your choice if you decide that you would like to return items to Panda. If the item(s) are not dropped off within 48 hours, fees may be applied if you wish to arrange a second return.

Please note:

We are not responsible for any packages lost in transit and will not issue a refund in such circumstances. You have a statutory duty to take reasonable care of the items. You will be liable for the cost of fixing any damage caused by you. We also do not guarantee free returns on any items that are not the ‘Panda Memory Foam Bamboo Pillow.’ Before purchasing any products from our website, please double check that the sizes of the pillows and bed sets are correct.

Other forms of damage and misuse that could exclude your item from our 30-Night Trial include but are not limited to the following: stains, smoke and/or water damage, burns, odours, tears, rips, contamination from liquids, including bodily fluids, and damage from unstable/substandard bed bases.

Items returned to Panda Life Ltd. will be donated to a charity of our choosing. This means that to be eligible for a return, they must still be in a reasonable condition (no non-factory damages, stains, or unpleasant odours of any kind).

If you buy your Panda Life Ltd. product from somewhere else other than our website, your mattress may not qualify for the 30 Night Trial period.

30-Night Trial Valid

Our free trial period starts on the day you purchase a new Panda Life Ltd. item which is covered by the 30-Night Trial program. Unless certain conditions (specified below) exclude your purchase from this rule, this is how the 30-Night Trial period works for most regular purchases.

Proof of Purchase

We ask that customers hold on to their original proof of purchase – the original receipt. You’ll need to present this receipt whenever you want to make a claim under the terms of the Panda Life Ltd. warranty, the 30-Night Trial offer, and all other consumer guarantees under the United Kingdom Consumer Law.

Warning – Unauthorized Returns

Unless you follow the proper return process described, your return will be unauthorised, and no refunds and/or credit can be given to any unauthorised returns. Ensure that you follow the proper procedure regarding return authorisation. Otherwise, you’ll be responsible for any loss and shipping fees attached to your unauthorised return.

Privacy

We understand that it can feel risky to conduct your business online. That’s why we have a Privacy Policy that you can check out on this website. We strictly uphold this policy with the intent of protecting the confidentiality of your personal information and preserving strong, trust-filled relationships with you.

At Panda, we are extremely conscious of our carbon footprint. We do our best to recycle anything we can get our hands on. That’s why we ask that, if you are considering returning your Panda Life Ltd. item, you have the original recyclable packaging.

When you first receive your Panda Life Ltd. item, we would advise that you store the packaging in a safe, dry location while you are trying your 30-Night Home Trial.

Once you have passed your 30-Night Home Trial, we would ask that you recycle your packaging in a respectful manner.

Returning products and packaging

Upon returning your Panda Life Ltd. item, we ask that the item is stored in its original packaging with no damage (not including wear and tear). Your returns claim may be denied if the packaging is deemed as destroyed and has clear signs of damage or graffiti. We ask that the item is sent in some form of postage bag to prevent any damage to the item whilst in transit.