General Process
To ensure a pleasant shopping experience for all Panda Supermart customers, our shipping process follows strict standard operating procedures (SOP). The whole process from picking, packing to delivery is CCTV monitored and recorded until the package leaves our warehouse. At the same time, we also have extremely high expectations and requirements for our courier companies. All parcels sent by Panda Supermart are accompanied by the tracking number and logistics delivery notice (SMS or email). If there is any problem during the delivery, please contact us as soon as possible our team will do their best to investigate the matter and solve your problem in a short time, please contact us via email – pamdasupermart3@gmail.com
Return unwanted items
According to the UK remote online sales regulations, you can return your order within 15 days after the delivery of your order. Please contact us as soon as possible if you would like to return an unwanted item, once Panda Supermart agrees to your return request, you have an additional 15 days to return the goods. Please note that any postage costs incurred when returning your items during this period will be at your own cost, unless the item is damaged, or was sent in error. If an order was placed with a promotional discount, this may affect the amount we refund you.
It should be noted that, if the product is not faulty or damaged, Panda Supermart will not accept returns under the following conditions:
- Any perishable goods: including frozen/fresh food, baked goods
- Frozen/fresh food: The buyer contacted the logistics company to change the delivery date after the shipment, resulting in the damage of frozen/fresh food.
- The item has already been opened and used
- Any discounted goods (Boxsale Item not Included)
- Any damaged or missing goods are not promptly notified to Panda Supermart within 2 days after receipt of the goods [subject to the logistics company’s delivery record]
All returned goods must be guaranteed unopened and unused. This provision does not affect your legal rights as a consumer. Panda Supermart does not accept third party returns other than those of the purchaser. To submit a return request, please contact customer service at Pandasupermart3@gmail.com and attach the order number and a full description of the item(s) in the email.
After Panda Supermart agrees to your refund request, please return the item to the following address:
16,Port Lane,
Colchester,
Essex,
CO12JF
Defective Items
The package may be damaged in transit. If you receive a faulty product, please contact customer service at pandasupermart3@gmail.com and attach the order number and evidence of damage (photos of the parcel package and the damaged items). As soon as you receive a broken package, contact us so that we can arrange a return/refund or replacement.
*Be aware that you may be asked to return damaged items. If this is the case, the cost of postage for any return will be covered by Panda Supermart.
Missing or Incorrect items
If you find any items that you cannot find in the package, please take the following steps first:
Please check your packing list carefully to see if any of your items are marked out of stock. – If the item is out of stock, the refund will be processed in 5 working days.
The parcels delivered by art are packaged in environmental-friendly shockproof buffer paper. Please carefully check the contents of the goods in the buffer paper package as some pocket-size items may hide inside the buffer paper.
If your product is not correct, please contact us as soon as possible, we will promptly return the correct product to you alternatively you can request a refund for the missing item.
*Be aware that you may be asked to return incorrect items. If this is the case, the cost of postage for any return will be covered by Panda Supermart.
Cancel or Amend your order
Please contact us by email before the order is shipped and we will cancel or modify it immediately. No cancellations or modifications will be accepted after the order is shipped. If a package is returned or lost due to a change of address, Panda Supermart will not compensate.
Undeliverable parcel due to incorrect or restricted shipping address
If the package is returned because you provide the wrong address, especially with a wrong postcode (zip code), Panda Supermart will deduct the full cost of the delivery and other associated cost from the refund amount.
If you require a re-delivery: Buyer has the reasonability to pay for the cost associated with the return and the re-delivery cost of the parcel.
Please note that if the parcel has returned back to us due to recipient refused the delivery or the carrier has attempted to deliver the parcel numerous times but unable to gain access to the address: We will deduct the outbound shipping charge (This is either the shipping charged you have paid for or if you have qualified for the free shipping it would be £5.99)
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Need help?
Contact us at pandasupermart3@gmail.com for questions related to refunds and returns.