Refund policy

Return & Exchange Policy

We want you to love your purchase from Hey Panda. Because many of our items are limited, collectible, or hygiene-sensitive, we kindly ask you to review our policy below before placing an order.

Return Address

All approved returns should be sent to:

Hey Panda — Returns Department
RM 403
333 W W 39th St
New York, NY 10018

Email: customer@pandafests.com

Refunds

We do not offer refunds for change of mind, preference, or non-quality-related reasons.

Refunds are only issued if an item is defective, damaged, or incorrect upon arrival.

For all other approved return requests, we are happy to offer:

  • Exchange, or

  • Store Credit

Exchange & Store Credit Eligibility

To ensure fairness and product quality, all exchange or store credit requests must meet all of the following conditions:

  • The request must be submitted within 14 days of delivery

  • Item must be:

    • Unused and unworn

    • Unwashed

    • In original packaging

    • With all original tags attached

  • Proof of purchase (order number or receipt) is required

  • Item must be returned in resalable condition, as determined by our team

Non-Returnable Items

The following items are not eligible for return, exchange, or store credit unless they arrive defective or damaged:

  • Final-sale items

  • Customized or personalized products

  • Perishable items

  • Hygiene-sensitive items (including but not limited to earrings, cosmetics, or items worn close to the skin)

Return Shipping

For approved returns not related to quality issues:

  • A flat $10 return shipping fee applies

  • The fee will be:

    • collected prior to return approval, or

    • deducted from the issued store credit

  • Original shipping charges are non-refundable

How to Request a Return or Exchange

1) Contact Us

Please email customer@pandafests.com with:

  • Your order number

  • The item(s) you wish to return or exchange

  • Reason for the request

  • Photos (required for damaged or defective items)

Returns sent without prior approval cannot be accepted.

2) Return Authorization

If approved, we will provide:

  • A Return Authorization (RA) number

  • Return instructions

Returns without an RA number may be declined.

3) Send Your Item

  • Include the RA number and order number inside the package

  • Ship the item to the return address provided

  • Customers are responsible for return shipping unless the issue is due to our error

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Please contact us within 7 days of delivery

  • Include clear photos of the issue

Once confirmed, we will gladly offer one of the following, at our discretion:

  • Replacement

  • Exchange

  • Store credit

  • Refund (for verified quality issues)

Processing Time

  • All returns are inspected upon arrival

  • Exchanges or store credits are typically processed within 5–10 business days after inspection

Need Help?

We’re always happy to assist.

📧customer@pandafests.com