Return & Refund Policy

Return & Refund Policy

Last updated: March 2026

We want you to love what you ordered. If something isn't right, we're here to make it as easy as possible to resolve. Please read the following policy carefully before initiating a return.

Return Window

We accept return requests within 30 days of the date your order was delivered. Requests submitted after this window will not be eligible for a return or refund.

To be eligible, items must be:

  • Unworn, unused, and in their original condition
  • Free from scratches, stains, odours, or signs of handling beyond initial inspection
  • Returned in the original dust bag and packaging, with all tags, cards, and accessories included
  • Accompanied by your order confirmation email or order number

We reserve the right to refuse returns that do not meet these conditions. Items returned in unsatisfactory condition may be sent back to the customer at their expense.

How to Start a Return

To initiate a return, please email us at support@panatwo.com with the subject line "Return Request – [Your Order Number]" and include the following:

  • Your full name and order number
  • The name of the item(s) you wish to return
  • Your reason for returning (e.g. wrong size, changed mind, item not as expected)
  • Clear photos of the item in its current condition

Our customer care team will respond within 2–3 business days (Monday to Friday, excluding public holidays) with a Return Merchandise Authorisation (RMA) number and return instructions. Please do not ship items back without receiving an RMA number first — unauthorised returns may not be processed.

Return Shipping

Customers are responsible for the cost of return shipping unless the return is due to a defective, damaged, or incorrect item. We strongly recommend using a tracked shipping service, as we cannot be held responsible for items lost or damaged in transit on the way back to us.

Original outbound shipping fees are non-refundable.

Refunds

Once we receive your return, our team will inspect the item within 3–5 business days. You will receive an email notification confirming whether your return has been approved or declined.

If approved, your refund will be issued to your original payment method within 5–10 business days, depending on your bank or payment provider. Please note that some banks may take additional time to process and post the credit to your account.

You will receive a refund confirmation email once the refund has been initiated on our end.

Exchanges

We currently offer exchanges for a different colour of the same style, subject to availability. If you would like to exchange your item, please indicate this in your return request email and we will do our best to accommodate you.

If the colour or style you want is out of stock, we will process a refund instead. We do not offer size exchanges as our bags are one-size accessories.

Non-Returnable Items

The following items are not eligible for return or refund under any circumstances:

  • Items marked as Final Sale or purchased during promotional clearance events
  • Items that have been used, worn, or altered in any way
  • Items returned without original packaging, dust bag, or tags
  • Return requests submitted more than 30 days after the delivery date
  • Gift cards

Damaged, Defective, or Incorrect Items

We take quality control seriously, but on rare occasions an item may arrive damaged or incorrect. If this happens, please contact us at support@panatwo.com within 72 hours of delivery with:

  • Your order number
  • A clear description of the issue
  • Photos showing the damage, defect, or incorrect item

We will arrange a free replacement or full refund (including original shipping) at no cost to you. Claims submitted after 72 hours of delivery may not be eligible for a free resolution.

Order Cancellations

Orders can be cancelled within 12 hours of being placed, provided they have not yet been dispatched. To request a cancellation, email support@panatwo.com as soon as possible with your order number. Once an order has been shipped, it can no longer be cancelled and must go through the standard return process.

Contact Us

If you have any questions about our return and refund policy, please don't hesitate to get in touch:

We appreciate your patience and thank you for shopping with Panatwo.