Always here to help
Exchange policy
For individual customers and B2B partners.
Purpose
To protect customers who buy our products and to show Pando’s commitment to quality, transparency and professional after-sales care. Pando will exchange any product that is faulty or not as agreed.
Who it covers
- Individual customers buying directly or through official sales channels.
- B2B partners: cafés, shops, resellers, companies and distributors.
When you can exchange
- 3.1
Manufacturing faults
Cracks, breakage or warping from production, material quality issues, unfit for use.
- 3.2
Wrong order delivered
Wrong model, quantity, size or type.
- 3.3
Damaged in transit
Dented or broken on arrival: let Pando know within the time limit.
Time limits
- 7 daysIndividual customers
- 10 daysB2B partners
from the day you receive the goods. After that, Pando reviews each case individually.
How it works
01Request an exchange
Call the hotline, message on Zalo/Facebook or email your order code and reason.
02We confirm
Customer care checks the details and replies within 1 - 3 working days.
03Send the product
Once confirmed, ship the product to the address Pando provides.
04Exchange
Pando sends an equivalent new product or adjusts the order as agreed.
Product condition
- Unused and as delivered (except for manufacturing faults).
- With an invoice or order details.
- With the original packaging, if any.
- Not damaged by external impact or misuse.
Return shipping
- Manufacturing fault or Pando’s mistake: Pando covers all shipping.
- Change of mind: paid by the customer or partner (as agreed).
Not covered
- Used products or damage caused by the user.
- Warping from knocks or improper storage.
- Requests after the time limit.
- Custom-made orders, unless there is a manufacturing fault.
Pando always puts customers and partners first, handles requests quickly and transparently, and keeps improving its products and service.
