Right of withdrawal

Pantino Return and Exchange Policy

At Pantino, we do our best to satisfy you with our products and service. However, we understand that a purchase may sometimes not meet your expectations. That is why we offer a clear and customer-friendly return and exchange policy. Read our shipping policy here.

1. Reflection period and return deadline

• You have the right to cancel your order within 14 days of receipt without giving any reason (right of withdrawal).
• After cancellation, you have an additional 14 days to return the products.
• You will receive a full refund including the original shipping costs.
• The refund will be processed after the product is correctly received at the return address listed at the bottom of this page.
  Attention! Return costs are at your own expense and will not be reimbursed.

2. Conditions for returning

To qualify for a return or exchange, the following conditions apply:

• The product must be undamaged, unworn, and unused.
• The product must be returned in the original packaging with all labels and price tags still attached.
• Specific products, such as sealed items, cannot be returned if the seal has been broken.
• If a returned product is damaged or shows signs of use beyond what is necessary to assess the product, a depreciation may be applied. The amount is determined based on the severity of the damage and the possibility of reselling the product. The customer will be informed in advance.

3. Return procedure

Our return procedure is simple and consists of four steps:

1. Register your return: 

   1.1 You have the right to withdraw your order within 14 days of receipt without giving any reason.

   1.2 For correct processing of your return, please contact our customer service via [Contact us] or email info@pantinoshop.nl. Please include your order number and the products you wish to return.

   1.3 To properly register returns, we ask you to notify us of your return in advance. Returns without prior notification may experience delays in processing and may not be handled correctly. 

   1.4 Please note: returns are at your own expense. Our return address is located at our international warehouse (Asia/China) and is listed on the return form.

2. You can also use the statutory withdrawal form:
   Download the return form (PDF)

3. Pack the product: Make sure the product is well packed to prevent damage during transport. Use the original packaging if possible.
4. Ship the product: Return shipping costs are your responsibility. Return costs usually range between €20 and €40, depending on size and delivery service, this may be higher.
5. Refund: After receiving and inspecting the returned product, we will process your refund within 14 days. The amount will be refunded via the original payment method.

4. Exchanges

• Want to exchange a product? You can, provided the product meets the return conditions.
• Please contact our customer service within 14 days via contact us for instructions.
• Exchanges are possible as long as the desired product is in stock. If there is a price difference, we will contact you.

5. Damaged or wrong items

Damaged item:

• If you receive a defective or damaged item, please contact our customer service within 14 days via contact us. Please include:
  • Your order number.
  • Photos of the damage.
  • A description of the problem.
  • If a returned product is damaged or shows signs of use beyond what is necessary to assess the product, a depreciation may be applied. The amount is determined based on the severity of the damage and the possibility to resell the product. The customer will be informed about this in advance.

Wrong item:

• If you received a different product than ordered, please contact us immediately and provide the following:
  • Your order number.
  • The item you were supposed to receive.
  • The item you received (including a photo).

If an item is defective or incorrectly delivered, you are entitled to a full refund or free replacement. The refund will be processed within 14 days after we receive the returned defective item.

6. Return costs

• Return caused by the customer: Return costs range between €20 and €40. The exact cost depends on the package size and can be calculated on the carrier’s website.

7. Frequently Asked Questions (FAQ)

• How long do I have to return an item? Within 14 days after you receive your order.
• How quickly will I receive my refund? Within 14 days after we receive your return.
• What does a return shipment cost? The cost of the return shipment is at your own expense. Return costs usually range between €20 and €40, depending on size and delivery service, it may be higher.
• Can I exchange a product? Yes, exchanges are possible within 14 days of receipt, provided the product is unworn and in its original condition.

8. Who is responsible for loss or damage during return?

The customer is fully responsible for a correct return shipment.

📌 We cannot be held responsible for lost or misdelivered returns.

• If a package does not arrive or is lost, only the sender (you) can file a claim with the delivery service, as the shipment is their responsibility. Since you sent the package and we have no control over the transport process, we cannot be approached about this and are not liable for any loss or delay. 

9. Shipping Protection

For €2.95, you can add shipping protection to your order at checkout.

What is covered:

Packages lost, stolen, or damaged during transport.

• What is not covered:
• Incorrect shipping address provided by the customer
• Packages marked as delivered without proof of theft or damage
• Buyer regrets their purchase, shipping delays, or customs issues

Orders without shipping protection

How to file a claim: Contact us within 14 days after the expected delivery date (for lost packages) or within 7 days after delivery (for damaged/stolen items) via info@pantinoshop.nl. Please include your order number, a description, and photos or evidence.

Solution: Approved claims will be replaced free of charge. Refunds are only provided if the item is out of stock. All claims are approved at our sole discretion. Note: Shipping protection is non-refundable and limited to one claim per order. 

Contact Details
For questions or assistance, you can contact our customer service.

• Email: info@pantinoshop.nl or get in touch
• Phone: +31 850830017
• If you have questions about our return policy, you can always contact our customer service via info@pantinoshop.nl

Customer Service Opening Hours:

• Monday to Friday: 9:00 AM - 6:00 PM
• Saturday: 10:00 AM - 6:00 PM
• Sunday: Closed