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Return Policy

Return, Exchange, and Refund Policy

Customers must record a short video during unboxing to clearly document the quantity and quliaty of items received. If discrepancies are found more than 12 hours after delivery, the store will not be held responsible.

If product quality issues are discovered upon receipt, customers must take photos or videos and send them via WhatsApp (+61 422 511 112) within 12 hours. Requests submitted after this period will not be accepted.

Returned items must remain unopened, in brand-new condition, and retain all original labels.

According to the return/exchange policy for individual products, if the ordered item has quality issues, damaged packaging, defects, faults, or is not the item ordered (and not due to customer error), customers may request a return or exchange within 2 business days of receipt, subject to the following conditions:

  • After verification, NaughtyPandaz will contact the customer via WhatsApp to arrange return and refund.
  • If a product has been discontinued or is out of stock long-term, NaughtyPandaz reserves the right to cancel the order and issue a refund.
  • Shipping and handling fees from the original order are non-refundable.
  • Refunds will be transferred to the customer’s designated account within 7 business days. Processing times may vary depending on the bank. Refunds cover the full value of returned goods, including applicable taxes (excluding overseas customers), but not shipping or return shipping costs. If the order included discounts, the refund will be adjusted proportionally.
  • If promotional gifts or special add-on items were included with the purchase, they must also be returned. Otherwise, the refund will not be processed. If such items are not returned, NaughtyPandaz will deduct the original price or the difference of the promotional item from the refund.

** To protect customer rights, do not discard any suspected defective items. Retain them until the store has completed processing and advised how to handle them. If discarded, the right to claim compensation will be forfeited.

** Refunds or exchanges will only be arranged after verification. Requests submitted late or without photo/video evidence will not be compensated.


Situations Where Refunds/Exchanges Cannot Be Accepted

  • Requests due to personal mishandling or improper storage leading to product deterioration.
  • Subjective reasons (including but not limited to: perceived sweetness, fragrance intensity, size, color, taste, dislike, or flavor preference).
  • Damage caused by human factors.
  • Failure to store products according to the store’s recommendations (e.g., environment, temperature). If no storage method is listed on the product page, customers may contact customer service for advice.
  • Items crushed, broken, chips burst during shipping, or chocolate melted due to temperature during transit.
  • Products that have already been used (including but not limited to: washing, cutting, cooking, eating).
  • All personalized/customized products are strictly non-returnable, non-refundable, and non-exchangeable.


Disclaimer

  • If no return/exchange request is received within 24 hours of delivery, the transaction is considered complete. NaughtyPandaz will not accept further requests and bears no legal responsibility.
  • Customers must check and confirm product type and quantity in person before the delivery staff leaves. NaughtyPandaz will not be responsible for discrepancies found afterward.
  • NaughtyPandaz is not liable for issues caused by customer misuse or improper use of products.
  • NaughtyPandaz reserves the final right to amend, suspend, cancel, or revise promotions, terms, and conditions.
  • All images on the website are for reference only. Actual products and conditions prevail.
  • In case of disputes, the store reserves the final decision.
  • If any clause in these terms is deemed illegal or invalid, it will be removed without affecting the legality, validity, or enforceability of the remaining clauses.