Refund policy

Standard-size returns

Standard-size items may be returned within 30 days after delivery. Contact jw@pancopet.org before sending anything back so we can provide the correct return instructions and China return address.

Returned garments must be clean, unworn beyond a careful fitting, free of pet hair and odour, and returned with their original tags and packaging. Items showing wear, washing, damage, alteration, heavy pet hair or odour are not eligible unless the issue is a verified product defect.

First size exchange

One first-time size exchange is supported for a standard-size item. The customer pays the return shipping to Panco, and Panco pays the outbound shipping for one replacement size. Additional exchanges follow the normal return process.

Custom orders

For custom orders, measurements and design details are confirmed before production begins. Once production has started, a custom item cannot be returned because an incorrect measurement or size was supplied. This does not limit support for a verified defect or an error made by Panco.

Refunds and shipping costs

After an approved return is received and inspected, the refund is sent to the original payment method. For a non-defective return, the customer is responsible for return shipping and the original shipping charge is non-refundable. For a verified defect or fulfilment error made by Panco, Panco covers the reasonable return and replacement shipping required to resolve the issue. The bank or card issuer may take additional time to post the refund.