Refund policy
Effective Date: December 2025
1. RETURN ELIGIBILITY
We want you to be completely satisfied with your purchase. Our return policy is designed to be fair and customer-friendly:
Return Window: 60 days from the date of delivery
To be eligible for a return, products must meet the following conditions:
- Return request must be initiated within 60 days of delivery
- Product must be in its original, unopened condition
- Product must not have been used, partially used, or consumed in any way
- Original packaging must be intact
- All original documentation must be included
2. NON-RETURNABLE ITEMS
The following items cannot be returned for a refund:
- Used or partially used products (even minimal use)
- Opened or tampered packages
- Products that show signs of consumption
- Items without original packaging or documentation
- Custom or personalized orders (if applicable)
3. DEFECTIVE OR DAMAGED PRODUCTS
FREE RETURNS: If your product arrives damaged or defective, we will provide a prepaid return label at no cost to you. Simply contact us with photographic evidence of the damage within 14 days of receipt.
Damaged/defective products will be refunded in full upon receipt and inspection of the returned item.
4. CANCELLATIONS & ORDERS WITH TRACKING NUMBERS
Important: Once your order has been assigned a tracking number, it cannot be cancelled.
If you wish to not keep your order, you have two options:
- Option 1: Refuse delivery upon receipt
- Option 2: Initiate a return following our standard return process (60-day window, free return shipping for damaged items, paid return shipping for other eligible returns)
All returns must be processed through our standard return procedure after receipt of the package.
5. HOW TO INITIATE A RETURN
- Contact us at contact@panstellar.shop with your order number and reason for return
- Provide photos of the product and packaging (required for damage claims)
- Wait for return authorization and instructions
- Ship the item back to us with tracking
- Once received and inspected, your refund will be processed
6. RETURN SHIPPING
Defective/Damaged Products: We provide a prepaid return label – shipping is FREE.
Other Eligible Returns: Return shipping costs are the responsibility of the customer, unless otherwise specified.
7. REFUND PROCESSING
- Refunds are processed within 5-7 business days of receiving and inspecting your returned item
- Refunds are issued to your original payment method
- Shipping costs are non-refundable (except for damaged/defective items)
- Refunds may take an additional 3-5 business days to appear in your account, depending on your financial institution
8. SUBSCRIPTION/RECURRING ORDERS
For recurring orders, you must cancel your subscription before placing any returns. Contact customer service for assistance with subscription cancellations.
9. CONTACT US
Email: contact@panstellar.shop
Phone: 302-281-2726
Hours: Monday-Friday, 7:30 AM to 11:30 AM EST