Terms and conditions
We have brought together all the usage policies and legal pages of the Cartpanda platform.
Refund and Return Policy
UPDATED IN AUGUST 2026
CARTPANDA INC., a corporation organized and existing under the laws of the State of Delaware, having its principal place of business address at 555 Republic Dr, Plano, Texas, 75074, hereinafter referred to as “Cartpanda”, outlines the procedures and terms related to refunds and returns for products purchased through Cartpanda in this Refund and Return Policy (“Policy”).
Cartpanda operates as the Merchant of Record (“MoR”) for all consumer purchases. Under this model, Cartpanda is the legal seller for every sale and, accordingly, is responsible for processing refunds and returns in accordance with this Policy, without prejudice to the Suppliers’ obligations toward Cartpanda.
1. GENERAL GUIDELINES
At Cartpanda, ensuring customer satisfaction is paramount for us. All products sold through Cartpanda, including subscription or other recurring orders, come with a 30-day money-back guarantee for physical products, counted from the order or delivery date, whichever is later, and a 7-day money-back guarantee for digital products, counted from the applicable charge. Some products may offer an extended refund period, so we encourage all customers to review the product’s sales page or label for specific policies. No Supplier may offer or advertise refund or return terms that are less protective than those set out in this Policy, and any extended refund period or other additional commitment is honored by Cartpanda only where it has been published through the Cartpanda system. Should a customer need assistance, our dedicated Cartpanda support team is committed to providing the best possible help.
This money-back guarantee is a voluntary commercial commitment offered alongside, and does not limit or replace, any mandatory statutory rights available to customers under applicable law, including the statutory rights described in Section 5.
However, if a customer is not fully satisfied with their purchase for any reason within the specified period (30 days for physical products and 7 days for digital products), we will promptly provide them with a return address to facilitate a refund or exchange. Refunds are issued in full, except that returns of physical products requested for reasons of customer preference may be subject to the restocking fee described in Section 2, where applicable.
2. RESTOCKING FEE (PHYSICAL PRODUCTS)
2.1 APPLICATION
For physical products returned solely because the customer changed their mind or no longer wishes to keep the item, a restocking fee of up to 20% of the product price may apply where permitted by applicable law, provided that the applicable fee was clearly disclosed before purchase. The fee is deducted from the refund and covers the costs of inspecting, handling and reprocessing the returned item. The percentage and the categories of products to which it applies are determined solely by Cartpanda. Where a restocking fee applies, the original outbound shipping cost is not refunded.
For the purposes of this Section, the customer’s jurisdiction is determined by the billing address associated with the payment method used for the order. Where the delivery address is located in a jurisdiction in which the restocking fee does not apply, no restocking fee is charged.
2.2 EXEMPTIONS
No restocking fee applies where:
(i) the product is defective, damaged upon delivery, or the incorrect product was shipped; or
(ii) the fee is prohibited or restricted by applicable law.
The restocking fee is further not applied: (i) to customers resident in the European Union, the European Economic Area or the United Kingdom, in respect of any refund or reimbursement, whether made under the money-back guarantee described in Section 1 or under the statutory right of withdrawal described in Section 5.1; or (ii) to customers resident in the State of Hawaii.
2.3 DISCLOSURE AND RECORD OF THE RESTOCKING FEE
Where a restocking fee applies, its amount or percentage, together with the applicable return period and conditions, is displayed clearly and conspicuously before the customer is asked to provide payment or billing information. The fee actually applied always corresponds to the terms so disclosed.
3. SUBSCRIPTIONS AND RECURRING ORDERS
Subscriptions and Recurring Orders: Certain products may be offered as a subscription (recurring purchase), where an initial order is placed and additional orders are automatically billed and shipped on a recurring basis (for example, monthly).
Subscription Cancellation: Customers may cancel a subscription at any time to stop future recurring charges and shipments by (i) using the order lookup page (when available) or (ii) contacting Cartpanda Support at support@cartpanda.com. To avoid the next scheduled charge or shipment, cancellation requests should be submitted at least 3 (three) business days before the next billing date.
Refunds for Subscription Orders: Cancellation of a subscription does not automatically generate a refund for amounts already paid. However, Cartpanda applies the money-back guarantee described in this Policy to each subscription charge. For physical products, a customer may request a refund within 30 days of the applicable order or delivery date (whichever is later), subject to return of the corresponding product. For digital products, a customer may request a refund within 7 days of the applicable charge.
Supplier Restrictions: Suppliers may not limit a customer’s rights under this Policy to cancellation of future charges only. If a subscription order qualifies for a refund under this Policy, the refund will be processed in accordance with the procedures and timeframes described herein.
4. REFUND PROCESSING
You can contact us anytime by sending an email to: support@cartpanda.com
You can always access all your orders, track packages, and make changes under the order lookup page.
Once a refund is approved, Cartpanda issues the corresponding amount to the original payment method without undue delay and within the timeframe established in this Policy and by applicable law. The time for the refunded amount to post to a customer’s account or appear on a statement depends on the customer’s card issuer or payment provider billing cycle and is outside Cartpanda’s control.
Please note that refunds will only be issued to the original payment method used at the time of purchase.
Physical Product Refunds: For physical products, upon receiving the returned item and inspecting its condition, we will proceed to process the refund within [10] business days, less any restocking fee applicable under Section 2.
Digital Product Refunds: Refunds for digital products are typically processed within 7 days. However, please note that the refunded amount may post according to your card issuer or payment provider billing cycle, as described above.
5. STATUTORY RIGHTS AND REGIONAL VARIATIONS
This Policy applies without prejudice to any mandatory consumer rights that may be available to customers under the laws applicable in their country or region of residence. Where local law grants consumers additional or more protective rights, including statutory withdrawal or cancellation rights applicable to consumers in the European Union, the European Economic Area, and the United Kingdom, those rights shall prevail to the extent required by the applicable legislation, and the regional terms set out below shall apply.
5.1 EU/EEA AND UK CONSUMERS: RIGHT OF WITHDRAWAL
If a customer is a consumer resident in the European Union, the European Economic Area, or the United Kingdom, and the purchase is a distance contract, the customer has the right to withdraw from the contract within 14 days without giving any reason. This right and the money-back guarantee described in Section 1 run in parallel and are not added together; the customer benefits from whichever period is longer.
The 14-day withdrawal period begins: (i) for physical products, on the day after the customer, or a third party indicated by the customer other than the carrier, acquires physical possession of the goods; and (ii) for services and for digital content not supplied on a tangible medium, on the day after the contract is concluded.
To exercise the right of withdrawal, the customer may notify Cartpanda of the decision to withdraw by a clear statement, using the contact details in Section 3. A model withdrawal form is available from Cartpanda support upon request.
Where the customer withdraws, Cartpanda will reimburse all payments received, including the standard delivery cost of the original outbound shipment, using the original payment method, without undue delay and no later than 14 days from the day Cartpanda is informed of the withdrawal. For physical products, Cartpanda may withhold reimbursement until the goods are received back or the customer supplies evidence of return, whichever is earlier. The customer bears the direct cost of returning physical products, unless Cartpanda has agreed otherwise or failed to inform the customer of this cost.
No restocking fee, administrative charge or other fee is imposed on the customer by reason of a reimbursement made under this Section 5.1.
Where the customer has handled the goods beyond what is necessary to establish their nature, characteristics and functioning, Cartpanda may deduct from the reimbursement an amount corresponding to the resulting diminished value of the goods. Any such deduction is assessed on a case-by-case basis and supported by documentation, including a photographic record and a condition checklist, and is never applied as a fixed percentage.
To the extent permitted by applicable law, the right of withdrawal does not apply to: (i) digital content supplied on a non-tangible medium where supply has begun with the customer’s prior express consent and acknowledgment that the right of withdrawal is thereby lost; (ii) goods made to the customer’s specifications or clearly personalized; and (iii) sealed goods unsealed after delivery which are not suitable for return for health-protection or hygiene reasons.
These rights are additional to the customer’s statutory rights regarding goods and digital content that are not as described, not of satisfactory quality, or not fit for purpose.
6. PRIVACY AND DATA PROTECTION
Personal and payment data processed in connection with refunds and returns is handled in accordance with CARTPANDA’s Privacy Policy, available at https://cartpanda.com/privacy-policy, which governs the collection, use, storage, and protection of such data.
7. CHANGES AND UPDATES TO THIS POLICY
This Policy may be subject to revisions deemed necessary by Cartpanda to enhance our services and user experiences, aligning with our principles and values. Any alterations to the Policy will be prominently communicated on the website.
8. TERM
This Policy shall come into effect upon its publication date and shall remain in force indefinitely.
9. VERSION HISTORY
VERSION | DESCRIPTION | DATE | PREPARED BY: | APPROVED BY: |
EN-US-001 | Initial publication of the Refund and Return Policy. | December, 2025 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-002 | Aligned terminology with the AML/CFT Policy, added the Merchant of Record framing, cross-references to the Privacy Policy and to statutory withdrawal rights, restructured the section numbering, and added version history. | July, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-003 | Drafting and clarity adjustments, and updates to align the Policy with applicable local consumer legislation. | July, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-004 | Introduced a restocking fee for returns of physical products made by customer choice in jurisdictions where permitted, with a mandatory exemption in every jurisdiction for defective products and shipping errors; expressly excluded the fee for customers resident in the European Union, the European Economic Area and the United Kingdom, and for the State of Hawaii. | August, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
CARTPANDA INC., a corporation organized and existing under the laws of the State of Delaware, having its principal place of business address at 555 Republic Dr, Plano, Texas, 75074, hereinafter referred to as “Cartpanda”, outlines the procedures and terms related to refunds and returns for products purchased through Cartpanda in this Refund and Return Policy (“Policy”).
Cartpanda operates as the Merchant of Record (“MoR”) for all consumer purchases. Under this model, Cartpanda is the legal seller for every sale and, accordingly, is responsible for processing refunds and returns in accordance with this Policy, without prejudice to the Suppliers’ obligations toward Cartpanda.
1. GENERAL GUIDELINES
At Cartpanda, ensuring customer satisfaction is paramount for us. All products sold through Cartpanda, including subscription or other recurring orders, come with a 30-day money-back guarantee for physical products, counted from the order or delivery date, whichever is later, and a 7-day money-back guarantee for digital products, counted from the applicable charge. Some products may offer an extended refund period, so we encourage all customers to review the product’s sales page or label for specific policies. No Supplier may offer or advertise refund or return terms that are less protective than those set out in this Policy, and any extended refund period or other additional commitment is honored by Cartpanda only where it has been published through the Cartpanda system. Should a customer need assistance, our dedicated Cartpanda support team is committed to providing the best possible help.
This money-back guarantee is a voluntary commercial commitment offered alongside, and does not limit or replace, any mandatory statutory rights available to customers under applicable law, including the statutory rights described in Section 5.
However, if a customer is not fully satisfied with their purchase for any reason within the specified period (30 days for physical products and 7 days for digital products), we will promptly provide them with a return address to facilitate a refund or exchange. Refunds are issued in full, except that returns of physical products requested for reasons of customer preference may be subject to the restocking fee described in Section 2, where applicable.
2. RESTOCKING FEE (PHYSICAL PRODUCTS)
2.1 APPLICATION
For physical products returned solely because the customer changed their mind or no longer wishes to keep the item, a restocking fee of up to 20% of the product price may apply where permitted by applicable law, provided that the applicable fee was clearly disclosed before purchase. The fee is deducted from the refund and covers the costs of inspecting, handling and reprocessing the returned item. The percentage and the categories of products to which it applies are determined solely by Cartpanda. Where a restocking fee applies, the original outbound shipping cost is not refunded.
For the purposes of this Section, the customer’s jurisdiction is determined by the billing address associated with the payment method used for the order. Where the delivery address is located in a jurisdiction in which the restocking fee does not apply, no restocking fee is charged.
2.2 EXEMPTIONS
No restocking fee applies where:
(i) the product is defective, damaged upon delivery, or the incorrect product was shipped; or
(ii) the fee is prohibited or restricted by applicable law.
The restocking fee is further not applied: (i) to customers resident in the European Union, the European Economic Area or the United Kingdom, in respect of any refund or reimbursement, whether made under the money-back guarantee described in Section 1 or under the statutory right of withdrawal described in Section 5.1; or (ii) to customers resident in the State of Hawaii.
2.3 DISCLOSURE AND RECORD OF THE RESTOCKING FEE
Where a restocking fee applies, its amount or percentage, together with the applicable return period and conditions, is displayed clearly and conspicuously before the customer is asked to provide payment or billing information. The fee actually applied always corresponds to the terms so disclosed.
3. SUBSCRIPTIONS AND RECURRING ORDERS
Subscriptions and Recurring Orders: Certain products may be offered as a subscription (recurring purchase), where an initial order is placed and additional orders are automatically billed and shipped on a recurring basis (for example, monthly).
Subscription Cancellation: Customers may cancel a subscription at any time to stop future recurring charges and shipments by (i) using the order lookup page (when available) or (ii) contacting Cartpanda Support at support@cartpanda.com. To avoid the next scheduled charge or shipment, cancellation requests should be submitted at least 3 (three) business days before the next billing date.
Refunds for Subscription Orders: Cancellation of a subscription does not automatically generate a refund for amounts already paid. However, Cartpanda applies the money-back guarantee described in this Policy to each subscription charge. For physical products, a customer may request a refund within 30 days of the applicable order or delivery date (whichever is later), subject to return of the corresponding product. For digital products, a customer may request a refund within 7 days of the applicable charge.
Supplier Restrictions: Suppliers may not limit a customer’s rights under this Policy to cancellation of future charges only. If a subscription order qualifies for a refund under this Policy, the refund will be processed in accordance with the procedures and timeframes described herein.
4. REFUND PROCESSING
You can contact us anytime by sending an email to: support@cartpanda.com
You can always access all your orders, track packages, and make changes under the order lookup page.
Once a refund is approved, Cartpanda issues the corresponding amount to the original payment method without undue delay and within the timeframe established in this Policy and by applicable law. The time for the refunded amount to post to a customer’s account or appear on a statement depends on the customer’s card issuer or payment provider billing cycle and is outside Cartpanda’s control.
Please note that refunds will only be issued to the original payment method used at the time of purchase.
Physical Product Refunds: For physical products, upon receiving the returned item and inspecting its condition, we will proceed to process the refund within [10] business days, less any restocking fee applicable under Section 2.
Digital Product Refunds: Refunds for digital products are typically processed within 7 days. However, please note that the refunded amount may post according to your card issuer or payment provider billing cycle, as described above.
5. STATUTORY RIGHTS AND REGIONAL VARIATIONS
This Policy applies without prejudice to any mandatory consumer rights that may be available to customers under the laws applicable in their country or region of residence. Where local law grants consumers additional or more protective rights, including statutory withdrawal or cancellation rights applicable to consumers in the European Union, the European Economic Area, and the United Kingdom, those rights shall prevail to the extent required by the applicable legislation, and the regional terms set out below shall apply.
5.1 EU/EEA AND UK CONSUMERS: RIGHT OF WITHDRAWAL
If a customer is a consumer resident in the European Union, the European Economic Area, or the United Kingdom, and the purchase is a distance contract, the customer has the right to withdraw from the contract within 14 days without giving any reason. This right and the money-back guarantee described in Section 1 run in parallel and are not added together; the customer benefits from whichever period is longer.
The 14-day withdrawal period begins: (i) for physical products, on the day after the customer, or a third party indicated by the customer other than the carrier, acquires physical possession of the goods; and (ii) for services and for digital content not supplied on a tangible medium, on the day after the contract is concluded.
To exercise the right of withdrawal, the customer may notify Cartpanda of the decision to withdraw by a clear statement, using the contact details in Section 3. A model withdrawal form is available from Cartpanda support upon request.
Where the customer withdraws, Cartpanda will reimburse all payments received, including the standard delivery cost of the original outbound shipment, using the original payment method, without undue delay and no later than 14 days from the day Cartpanda is informed of the withdrawal. For physical products, Cartpanda may withhold reimbursement until the goods are received back or the customer supplies evidence of return, whichever is earlier. The customer bears the direct cost of returning physical products, unless Cartpanda has agreed otherwise or failed to inform the customer of this cost.
No restocking fee, administrative charge or other fee is imposed on the customer by reason of a reimbursement made under this Section 5.1.
Where the customer has handled the goods beyond what is necessary to establish their nature, characteristics and functioning, Cartpanda may deduct from the reimbursement an amount corresponding to the resulting diminished value of the goods. Any such deduction is assessed on a case-by-case basis and supported by documentation, including a photographic record and a condition checklist, and is never applied as a fixed percentage.
To the extent permitted by applicable law, the right of withdrawal does not apply to: (i) digital content supplied on a non-tangible medium where supply has begun with the customer’s prior express consent and acknowledgment that the right of withdrawal is thereby lost; (ii) goods made to the customer’s specifications or clearly personalized; and (iii) sealed goods unsealed after delivery which are not suitable for return for health-protection or hygiene reasons.
These rights are additional to the customer’s statutory rights regarding goods and digital content that are not as described, not of satisfactory quality, or not fit for purpose.
6. PRIVACY AND DATA PROTECTION
Personal and payment data processed in connection with refunds and returns is handled in accordance with CARTPANDA’s Privacy Policy, available at https://cartpanda.com/privacy-policy, which governs the collection, use, storage, and protection of such data.
7. CHANGES AND UPDATES TO THIS POLICY
This Policy may be subject to revisions deemed necessary by Cartpanda to enhance our services and user experiences, aligning with our principles and values. Any alterations to the Policy will be prominently communicated on the website.
8. TERM
This Policy shall come into effect upon its publication date and shall remain in force indefinitely.
9. VERSION HISTORY
VERSION | DESCRIPTION | DATE | PREPARED BY: | APPROVED BY: |
EN-US-001 | Initial publication of the Refund and Return Policy. | December, 2025 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-002 | Aligned terminology with the AML/CFT Policy, added the Merchant of Record framing, cross-references to the Privacy Policy and to statutory withdrawal rights, restructured the section numbering, and added version history. | July, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-003 | Drafting and clarity adjustments, and updates to align the Policy with applicable local consumer legislation. | July, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-004 | Introduced a restocking fee for returns of physical products made by customer choice in jurisdictions where permitted, with a mandatory exemption in every jurisdiction for defective products and shipping errors; expressly excluded the fee for customers resident in the European Union, the European Economic Area and the United Kingdom, and for the State of Hawaii. | August, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
CARTPANDA INC., a corporation organized and existing under the laws of the State of Delaware, having its principal place of business address at 555 Republic Dr, Plano, Texas, 75074, hereinafter referred to as “Cartpanda”, outlines the procedures and terms related to refunds and returns for products purchased through Cartpanda in this Refund and Return Policy (“Policy”).
Cartpanda operates as the Merchant of Record (“MoR”) for all consumer purchases. Under this model, Cartpanda is the legal seller for every sale and, accordingly, is responsible for processing refunds and returns in accordance with this Policy, without prejudice to the Suppliers’ obligations toward Cartpanda.
1. GENERAL GUIDELINES
At Cartpanda, ensuring customer satisfaction is paramount for us. All products sold through Cartpanda, including subscription or other recurring orders, come with a 30-day money-back guarantee for physical products, counted from the order or delivery date, whichever is later, and a 7-day money-back guarantee for digital products, counted from the applicable charge. Some products may offer an extended refund period, so we encourage all customers to review the product’s sales page or label for specific policies. No Supplier may offer or advertise refund or return terms that are less protective than those set out in this Policy, and any extended refund period or other additional commitment is honored by Cartpanda only where it has been published through the Cartpanda system. Should a customer need assistance, our dedicated Cartpanda support team is committed to providing the best possible help.
This money-back guarantee is a voluntary commercial commitment offered alongside, and does not limit or replace, any mandatory statutory rights available to customers under applicable law, including the statutory rights described in Section 5.
However, if a customer is not fully satisfied with their purchase for any reason within the specified period (30 days for physical products and 7 days for digital products), we will promptly provide them with a return address to facilitate a refund or exchange. Refunds are issued in full, except that returns of physical products requested for reasons of customer preference may be subject to the restocking fee described in Section 2, where applicable.
2. RESTOCKING FEE (PHYSICAL PRODUCTS)
2.1 APPLICATION
For physical products returned solely because the customer changed their mind or no longer wishes to keep the item, a restocking fee of up to 20% of the product price may apply where permitted by applicable law, provided that the applicable fee was clearly disclosed before purchase. The fee is deducted from the refund and covers the costs of inspecting, handling and reprocessing the returned item. The percentage and the categories of products to which it applies are determined solely by Cartpanda. Where a restocking fee applies, the original outbound shipping cost is not refunded.
For the purposes of this Section, the customer’s jurisdiction is determined by the billing address associated with the payment method used for the order. Where the delivery address is located in a jurisdiction in which the restocking fee does not apply, no restocking fee is charged.
2.2 EXEMPTIONS
No restocking fee applies where:
(i) the product is defective, damaged upon delivery, or the incorrect product was shipped; or
(ii) the fee is prohibited or restricted by applicable law.
The restocking fee is further not applied: (i) to customers resident in the European Union, the European Economic Area or the United Kingdom, in respect of any refund or reimbursement, whether made under the money-back guarantee described in Section 1 or under the statutory right of withdrawal described in Section 5.1; or (ii) to customers resident in the State of Hawaii.
2.3 DISCLOSURE AND RECORD OF THE RESTOCKING FEE
Where a restocking fee applies, its amount or percentage, together with the applicable return period and conditions, is displayed clearly and conspicuously before the customer is asked to provide payment or billing information. The fee actually applied always corresponds to the terms so disclosed.
3. SUBSCRIPTIONS AND RECURRING ORDERS
Subscriptions and Recurring Orders: Certain products may be offered as a subscription (recurring purchase), where an initial order is placed and additional orders are automatically billed and shipped on a recurring basis (for example, monthly).
Subscription Cancellation: Customers may cancel a subscription at any time to stop future recurring charges and shipments by (i) using the order lookup page (when available) or (ii) contacting Cartpanda Support at support@cartpanda.com. To avoid the next scheduled charge or shipment, cancellation requests should be submitted at least 3 (three) business days before the next billing date.
Refunds for Subscription Orders: Cancellation of a subscription does not automatically generate a refund for amounts already paid. However, Cartpanda applies the money-back guarantee described in this Policy to each subscription charge. For physical products, a customer may request a refund within 30 days of the applicable order or delivery date (whichever is later), subject to return of the corresponding product. For digital products, a customer may request a refund within 7 days of the applicable charge.
Supplier Restrictions: Suppliers may not limit a customer’s rights under this Policy to cancellation of future charges only. If a subscription order qualifies for a refund under this Policy, the refund will be processed in accordance with the procedures and timeframes described herein.
4. REFUND PROCESSING
You can contact us anytime by sending an email to: support@cartpanda.com
You can always access all your orders, track packages, and make changes under the order lookup page.
Once a refund is approved, Cartpanda issues the corresponding amount to the original payment method without undue delay and within the timeframe established in this Policy and by applicable law. The time for the refunded amount to post to a customer’s account or appear on a statement depends on the customer’s card issuer or payment provider billing cycle and is outside Cartpanda’s control.
Please note that refunds will only be issued to the original payment method used at the time of purchase.
Physical Product Refunds: For physical products, upon receiving the returned item and inspecting its condition, we will proceed to process the refund within [10] business days, less any restocking fee applicable under Section 2.
Digital Product Refunds: Refunds for digital products are typically processed within 7 days. However, please note that the refunded amount may post according to your card issuer or payment provider billing cycle, as described above.
5. STATUTORY RIGHTS AND REGIONAL VARIATIONS
This Policy applies without prejudice to any mandatory consumer rights that may be available to customers under the laws applicable in their country or region of residence. Where local law grants consumers additional or more protective rights, including statutory withdrawal or cancellation rights applicable to consumers in the European Union, the European Economic Area, and the United Kingdom, those rights shall prevail to the extent required by the applicable legislation, and the regional terms set out below shall apply.
5.1 EU/EEA AND UK CONSUMERS: RIGHT OF WITHDRAWAL
If a customer is a consumer resident in the European Union, the European Economic Area, or the United Kingdom, and the purchase is a distance contract, the customer has the right to withdraw from the contract within 14 days without giving any reason. This right and the money-back guarantee described in Section 1 run in parallel and are not added together; the customer benefits from whichever period is longer.
The 14-day withdrawal period begins: (i) for physical products, on the day after the customer, or a third party indicated by the customer other than the carrier, acquires physical possession of the goods; and (ii) for services and for digital content not supplied on a tangible medium, on the day after the contract is concluded.
To exercise the right of withdrawal, the customer may notify Cartpanda of the decision to withdraw by a clear statement, using the contact details in Section 3. A model withdrawal form is available from Cartpanda support upon request.
Where the customer withdraws, Cartpanda will reimburse all payments received, including the standard delivery cost of the original outbound shipment, using the original payment method, without undue delay and no later than 14 days from the day Cartpanda is informed of the withdrawal. For physical products, Cartpanda may withhold reimbursement until the goods are received back or the customer supplies evidence of return, whichever is earlier. The customer bears the direct cost of returning physical products, unless Cartpanda has agreed otherwise or failed to inform the customer of this cost.
No restocking fee, administrative charge or other fee is imposed on the customer by reason of a reimbursement made under this Section 5.1.
Where the customer has handled the goods beyond what is necessary to establish their nature, characteristics and functioning, Cartpanda may deduct from the reimbursement an amount corresponding to the resulting diminished value of the goods. Any such deduction is assessed on a case-by-case basis and supported by documentation, including a photographic record and a condition checklist, and is never applied as a fixed percentage.
To the extent permitted by applicable law, the right of withdrawal does not apply to: (i) digital content supplied on a non-tangible medium where supply has begun with the customer’s prior express consent and acknowledgment that the right of withdrawal is thereby lost; (ii) goods made to the customer’s specifications or clearly personalized; and (iii) sealed goods unsealed after delivery which are not suitable for return for health-protection or hygiene reasons.
These rights are additional to the customer’s statutory rights regarding goods and digital content that are not as described, not of satisfactory quality, or not fit for purpose.
6. PRIVACY AND DATA PROTECTION
Personal and payment data processed in connection with refunds and returns is handled in accordance with CARTPANDA’s Privacy Policy, available at https://cartpanda.com/privacy-policy, which governs the collection, use, storage, and protection of such data.
7. CHANGES AND UPDATES TO THIS POLICY
This Policy may be subject to revisions deemed necessary by Cartpanda to enhance our services and user experiences, aligning with our principles and values. Any alterations to the Policy will be prominently communicated on the website.
8. TERM
This Policy shall come into effect upon its publication date and shall remain in force indefinitely.
9. VERSION HISTORY
VERSION | DESCRIPTION | DATE | PREPARED BY: | APPROVED BY: |
EN-US-001 | Initial publication of the Refund and Return Policy. | December, 2025 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-002 | Aligned terminology with the AML/CFT Policy, added the Merchant of Record framing, cross-references to the Privacy Policy and to statutory withdrawal rights, restructured the section numbering, and added version history. | July, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-003 | Drafting and clarity adjustments, and updates to align the Policy with applicable local consumer legislation. | July, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
EN-US-004 | Introduced a restocking fee for returns of physical products made by customer choice in jurisdictions where permitted, with a mandatory exemption in every jurisdiction for defective products and shipping errors; expressly excluded the fee for customers resident in the European Union, the European Economic Area and the United Kingdom, and for the State of Hawaii. | August, 2026 | Legal & Regulatory Affairs Department | Board of Directors |
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