Pandr Eco Policy
Returns & Refund Policy
We want you to love your purchase from Pandr®, but if something isn’t right, we’re here to help. Nothing in this policy affects your statutory rights under UK law.
Returning an Unwanted Item
You can return eligible items for a refund within 30 days of delivery or when your order became available for collection.
- Refunds go to your original payment method.
- We aim to process refunds within 14 days of receiving your return.
- No postal exchanges. Need a different size or colour? Please place a new order.
- In-store exchanges may be offered at our discretion.
After the 30-Day Period
We can’t accept returns for unwanted items after 30 days. If a late return arrives, we may contact you to arrange collection or ask you to cover return postage.
Excluded Items & Original Condition
Your safety and hygiene are very important to us. Some items can’t be returned once opened, tried on, or customised.
To receive a full refund, items must be:
- Unworn, unused and unwashed
- In original packaging with all tags/labels attached
- Footwear tried indoors only on a clean, dry surface
- In resaleable condition (no dirt, stones, grime or wear marks)
If an item is returned damaged, worn, altered or not as received, we may not refund you and may return it at your cost.
Excluded Items
- Dance School Printed Uniform (e.g. hoodies, T-shirts, leggings, bags with a school logo/name)
- Underwear, tights, socks & facemasks
- Promotional or free items
- Bespoke or made-to-order items
- Ballet/Pointe shoes with ribbons attached or otherwise modified
- Tap shoes where taps have been added or altered
Faulty Items & Fair Use
If you believe your item is faulty, please contact us promptly with photos and details. Where appropriate, we’ll repair, replace or refund.
We may investigate or withhold refunds if we detect unusual or fraudulent activity, including:
- Frequent “not received” or “missing item” claims
- Excessive/inconsistent returns patterns
- Items showing clear signs of wear beyond trying on
- Returns that don’t match the original order
If returned items don’t match what was ordered, we may suspend your account and take legal action where necessary.
Warranty Policy
We offer a limited warranty against manufacturing defects in materials or workmanship:
| Product Type | Warranty Period | Coverage |
|---|---|---|
| Printed Dance Uniform | 6 months | Printing & material defects |
| Footwear | 6 months | Manufacturing or material faults |
| Pointe Shoes | 1 month | Defects prior to use |
This warranty doesn’t cover normal wear/tear or damage from improper care. Shoes are consumable items; scratches, scuffs or sole wear aren’t covered.
After 6 months, we can’t accept responsibility for deterioration due to normal use. If you believe a defect existed at purchase, please provide evidence. If confirmed, we may offer a repair or store credit at our discretion.
Care tips: see our Care Recommendations.
How to Return — Royal Mail Tracked (£3 deduction)
- Print and include your Returns Form in the parcel.
- Use Royal Mail’s returns portal and enter your order number prefixed with RMA (e.g.
RMA20231234). - Drop at a Post Office/red post box or arrange home collection.
Parcel criteria: Box/bag < 20kg and < 61 × 46 × 46 cm. Tubes: length + 2×diameter ≤ 104 cm (max single dimension 90 cm).
When received, we’ll email you and process your refund (minus the £3 return postage) within 2 working days.
How to Return — Use Your Own Courier
- Pack items securely with your order confirmation or Returns Form.
- Address to:
Pandr RETURNS Dept Pandr® Shaw Wood Way Doncaster DN2 5TB
- Obtain proof of posting — we’re not responsible for parcels lost in transit.
- We’ll email you when your return is received and again when your refund is processed.
Forms: Download Returns Form
Return In-Store
Bring your item(s) and proof of purchase (receipt, order email or screenshot). We can process exchanges (subject to stock) or refunds to your original payment method or as store credit.
Delivery & Refund Information
- We try to ship in one parcel; if something’s out of stock we’ll notify you and send what’s available first.
- Extra delivery instructions can’t be added after checkout — please leave a note for your courier if needed.
- Orders are classed as missing after 10 working days from dispatch.
- Missing/undelivered items must be reported within 28 days.
- Redelivery due to an incorrect address incurs a £5.95 fee.
- Undelivered returns can take up to 28 days to arrive back to us.
Quick summary: Returns within 30 days • Refunds within 14 days of receipt • Hygiene/custom exclusions • Limited warranty (most items: 6 months) • Royal Mail label: £3 deduction.
