Need to Return Something?
Sometimes an item is not quite right. Unwanted items can normally be returned within 30 days, provided they meet the conditions below.
Returning an Unwanted Item
You have 30 days from the day your order is delivered, or from the day it becomes available for collection, to return an eligible item for a refund.
- The item must be unworn and unused.
- It must be in its original condition.
- All tags and labels must remain attached.
- Original packaging must be included.
- Shoes must be returned with their original shoe box.
- You must provide proof of purchase.
We do not offer exchanges. Return the unwanted item for a refund and place a new order for the required size, colour or product.
Trying Items On
You may try an item on as you would in a shop, but please do not wear or use it beyond what is reasonably required to check the fit.
- Shoes must be tried indoors on a clean, dry surface.
- Soles must be free from dirt, marks, stones, mud and other signs of outdoor wear.
- Items must not have marks, odours, makeup, deodorant, pet hair or other signs of wear.
- Products must not be washed, altered or damaged.
All returns are inspected. Items returned worn, damaged, incomplete or in an unsaleable condition may be refused and returned to you at your cost.
Excluded Items
The following items cannot normally be returned unless they are faulty or have been supplied incorrectly:
- Printed or personalised dance-school uniform, including printed hoodies, T-shirts, leggings and bags.
- Bespoke or custom-made products.
- Underwear, tights, socks and face coverings.
- Promotional and free items.
- Ballet or pointe shoes with ribbons attached or any other modifications.
- Tap shoes where taps have been fitted, changed or modified.
Returns After 30 Days
We do not accept unwanted-item returns after the 30-day returns period.
If an out-of-period return is sent to us without prior agreement, we may contact you to arrange collection or ask you to cover the cost of returning the item to you.
This unwanted-item policy does not affect your statutory rights where a product is faulty, not as described or otherwise does not meet the required legal standards.
Choose How to Return Your Order
You can use our Royal Mail return service, arrange your own postage, or return an eligible item to our Doncaster store.
Return Through Royal Mail
Use our Royal Mail returns service for £3. The charge will be deducted from your approved refund.
- Download and complete the Royal Mail returns form.
- Place the form inside the parcel with the item.
- Visit the Royal Mail returns portal and enter your details.
- Your RMA is your order number with “RMA” placed at the beginning. For example: RMA20231234.
- Choose to drop the parcel at a Post Office, use an eligible post box or arrange a home collection.
Parcel limit: boxes and bags must weigh less than 20kg and measure no more than 61cm × 46cm × 46cm.
For tubes, the length plus twice the diameter must not exceed 104cm, and the longest dimension must not exceed 90cm.
Arrange Your Own Return
You may return your item using a Post Office or courier of your choice. You will be responsible for the return postage cost.
- Download and complete the returns form.
- Pack the item securely with the completed form or a copy of your order confirmation.
- Send the parcel to the returns address below.
- Obtain and retain proof of posting until your refund has been completed.
Pandr®
Shaw Wood Way
Doncaster
DN2 5TB
We are not responsible for return parcels until they arrive with us. We strongly recommend using a tracked service.
Return to Our Doncaster Store
Eligible items can also be returned to our store. Bring the item and proof of purchase, such as your receipt, order confirmation or a screenshot of the order.
- The standard returns conditions and exclusions still apply.
- We do not offer exchanges.
- Approved refunds will be returned to the original payment method.
- Refunds may not appear immediately, depending on your payment provider.
Faults, Fair Use & Product Warranty
Please contact us as soon as possible where you believe an item is faulty, damaged or has been supplied incorrectly.
Reporting a faulty or incorrect item
To investigate a reported fault or order issue, we will normally require proof of purchase, such as an order confirmation or receipt.
We may also ask for clear photographs of the item, packaging, labels and reported fault. In some circumstances, the item will need to be returned for inspection before a resolution can be offered.
Please stop using an item where continued use could worsen the damage or make it more difficult to assess the cause.
Pandr Product Warranty
The Pandr Product Warranty provides additional protection against verified defects in materials or workmanship for the periods shown below.
Your statutory rights are not affected. The Pandr Product Warranty is additional protection and does not replace, restrict or remove any rights you may have under consumer law.
Once the applicable Pandr Product Warranty period has ended, we may still consider a claim in accordance with your statutory rights. After six months, you may be asked to provide evidence that the fault was present when the item was supplied.
Wear and tear, footwear and accidental damage
The Pandr Product Warranty does not cover normal wear and tear, accidental damage, misuse, unsuitable care, alterations or damage caused by trips, falls, scratches or use on unsuitable surfaces.
Dance footwear is a consumable product and its lifespan will vary depending on frequency of use, flooring, technique, fit and care.
A product reaching the end of the stated Pandr Product Warranty period does not automatically prevent you from raising a concern about a possible fault. Any claim will be considered based on the circumstances, available evidence and your statutory rights.
Fair use and suspicious return activity
We may investigate or temporarily withhold a refund where we reasonably suspect fraudulent, abusive or unusual returns activity.
This may include repeated claims for missing orders or items, returning products that appear to have been worn or used, returning different items from those purchased, or patterns suggesting misuse of the returns process.
Accounts associated with confirmed fraudulent activity may be restricted, and we reserve the right to take further action where appropriate.
Frequently Asked Questions
What items can I return?
Eligible unwanted items can be returned within 30 days of delivery or collection availability when they are:
- Unworn and unused
- Unwashed
- In their original condition
- In the original packaging
- Returned with all tags and labels attached
Are return postage charges refundable?
Our optional Royal Mail returns service costs £3, which is deducted from the approved refund.
When using your own return method, you are responsible for the postage cost. Original delivery charges are not normally refunded for unwanted returns, except where required by law.
Can I exchange an item?
No. We do not offer exchanges online or in store.
Return the unwanted item for a refund and place a new order for the size, colour or product you require.
How quickly will I receive my refund?
We aim to issue approved refunds within 14 days of receiving the returned item.
Once processed, the time taken for the refund to appear will depend on your bank or payment provider.
What proof of purchase can I use?
Acceptable proof of purchase may include your receipt, order confirmation email or a screenshot showing the relevant order details.
Not Sure Whether Your Item Can Be Returned?
Contact the Pandr team before sending it back. Please include your order number and details of the product so we can help more quickly.
This returns policy applies to store and online purchases unless stated otherwise. Trade customers may be subject to separate or additional conditions. View our trade information .
