Return Policy Page
1. Return/refund request
1.1 According to the terms and conditions of this refund and return policy and the terms of service, the buyer may apply for a return and/or refund of the purchased item ("Item") before the expiration of the HelloPanda warranty period. Service Terms.
1.2 HelloPanda Guarantee is a service provided by HelloPanda at the request of users, aimed at helping users handle certain conflicts that may arise during the transaction process. Users can communicate privately with each other to resolve differences, or contact local authorities to assist them in resolving any disputes before, during, or after using HelloPanda protection.
2. Return request
2.1 Buyers can only apply for refunds and/or returns under the following circumstances:
The buyer has not received the item;
The item was defective and/or damaged at the time of delivery;
The received goods are incomplete (missing quantity or accessories);
The seller has delivered items to the buyer that do not meet the agreed specifications (such as incorrect size, color, etc.);
There are significant differences between the items delivered to the buyer and the description provided by the seller in the item list;
The received goods are counterfeit * *;
The received item has physical damage (such as dents, scratches, breakage);
The received item has defects (such as malfunction, inability to work as expected);
Through a private agreement with the seller, the seller must send his/her confirmation to HelloPanda to confirm the agreement; or
Change of mind*
*Change of mind return policy applies only to certain categories and is limited to certain sellers.
**The counterfeit goods return policy only applies to HelloPanda sellers.
2.2 The buyer's application must be submitted through the HelloPanda mobile application.
2.3 HelloPanda will review each buyer's application on a case by case basis and independently determine whether the buyer's application is successful.
2.4 Please note that if requested by HelloPanda, buyers must ship the goods to the location designated by HelloPanda within ten (10) calendar days after making a return request.
HelloPanda will decide on its own whether to approve your refund and return requests. The buyer acknowledges and agrees that HelloPanda's decision is final, conclusive, and binding, and undertakes and agrees not to bring any lawsuit or make any other claim against HelloPanda or its affiliates regarding such decision.
2.6 If the buyer has initiated legal proceedings against the seller, the buyer may provide HelloPanda with a formal notice from the relevant authorities, requesting HelloPanda to continue holding the purchase proceeds until a formal ruling is made. HelloPanda will have full discretion to decide whether it is necessary to continue holding such purchase funds.
3. Priority Seller's Rights
3.1 If you are the preferred seller, you should have received a separate written notice from HelloPanda notifying you of choosing to participate in the HelloPanda Preferred Seller Program. If you decide not to participate in the HelloPanda Preferred Seller Program at any time, please notify HelloPanda in writing; Otherwise, you will be deemed to have chosen to continue participating in the HelloPanda Preferred Seller Program and agree to the terms and conditions set forth in this refund and return policy. HelloPanda may, at any time, decide to suspend or remove any preferred seller from the HelloPanda Preferred Seller Program.
3.2 HelloPanda's decision to approve refunds or returns in accordance with Section 2 above shall be binding on the relevant preferred sellers. The preferred seller agrees to comply with and do all necessary things to make the buyer's refund or return request effective and obtain approval from HelloPanda.
3.3 For any refund or return request approved by HelloPanda, HelloPanda will notify the preferred seller via email ("Email Notification") and organize the shipment of the returned item to the address provided in writing to HelloPanda by the relevant preferred seller to complete the refund and return process, as long as the address is located in the country/region where the relevant item is listed for sale on the website ("Local Address"). If the preferred seller fails to provide a local address for returning the item or otherwise fails to accept the return within a reasonable time (as determined by HelloPanda), HelloPanda reserves the right to dispose of such item in any way it deems appropriate, and the preferred seller shall be deemed to have forfeited all rights to the item. If the preferred seller has not received the returned item, the preferred seller must notify HelloPanda within seven (7) days of receiving the email notification ("Notification Period"). Failure to notify HelloPanda within the notice period will be conclusive evidence and result in the preferred seller accepting delivery of the item, and the preferred seller agrees not to make any claims or disputes regarding any such item.
3.4 Despite the above provisions, HelloPanda may, at its sole discretion, not refund or return approved products to the preferred seller, and the preferred seller shall be deemed to have forfeited all rights to the product.
3.5 For any refund or return of goods received by HelloPanda but rejected by HelloPanda, HelloPanda will organize the delivery of the goods to the relevant buyer's address in accordance with Article 2 above.
3.6 If HelloPanda approves any refund or return request, the preferred seller may appeal the decision by contacting HelloPanda and providing evidence to support the appeal. If HelloPanda supports the appeal of the preferred seller, it will pay all or part of the purchase amount to the preferred seller. Preferred Seller acknowledges and agrees that HelloPanda's decision is final, conclusive, and binding, and undertakes and agrees not to bring any lawsuit or other claim against HelloPanda or its affiliates regarding such decision.
4. Rights of ordinary sellers
4.1 For the purpose of this refund and return policy, ordinary sellers refer to sellers who are not mall sellers or preferred sellers.
4.2 When HelloPanda receives a buyer's request for return and/or refund, HelloPanda will notify the seller in writing. The seller may respond to the buyer's application according to the steps provided by HelloPanda in a written notice. The seller must respond within the time frame specified in the written notice (the "specified deadline"). If HelloPanda does not receive any message from the seller within the specified period, HelloPanda will assume that the seller has not responded to the buyer's application and will continue to evaluate the buyer's application without further notice to the seller. HelloPanda will review each seller's response on a case by case basis and independently determine whether the buyer's application is likely to be successful in the circumstances described by the seller.
5、 Return and exchange situation
5.1 In order to enjoy a worry free experience during returns, the buyer shall ensure that the item, including any free items such as accessories provided with the item, must be returned to the seller in the condition received by the buyer at the time of delivery. We will advise buyers to take photos after receiving the goods.
6. Return shipping responsibility
(a) In the event of unforeseeable errors by the seller (i.e. delivery of damaged, defective, or incorrect items to the buyer), the seller shall bear the buyer's return shipping costs.
(b) In the event that the buyer changes their mind, they should obtain the seller's consent before returning the item and bear the return shipping cost.
(c) In the event of a dispute between the buyer and seller regarding the responsibility for return shipping fees, HelloPanda will decide on its own which party will bear the return shipping fees.
7. Refund
7.1 The buyer will only receive a refund after HelloPanda receives confirmation from the seller that they have received the returned item. If HelloPanda does not receive a response from the seller within the specified time, HelloPanda will have the right to refund the applicable amount to the buyer without further notice to the seller. The refund will be returned to the buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication between the buyer and seller
8.1 HelloPanda encourages users to communicate with each other when problems arise during transactions. As HelloPanda is a platform for users to conduct transactions, buyers should directly contact the seller to resolve any issues related to the purchased goods.
