PLEASE READ CAREFULLY

What Is Our Online Returns Policy?

By purchasing any items on our website, you automatically agree to be bound by our stipulated Terms and Conditions as set at below:

 

If for any reason you are not completely satisfied with your purchase from the PANDORA Online Shop, you may return it using the online returns form. Please note, that all returns will be assessed and validated upon receipt for approval or rejection of the return. 

Items purchased on the Pandora eStore can be exchanged within 30 days of receipt of the order (excluding sale items) via courier or in store with proof of purchase. If you would like to do so, you must use the Returns Process set out below and the products you are returning must be in a new, pristine, unworn, unused and resaleable condition. 

If the reason for the return is due to faulty products / manuafacturing defects or ANY clear fault of Pandora, we sincerely apologize for this. Please notify us immediately and we will arrange the collection and return at no extra cost to you and resend if applicable will be free of charge. Any funds due to you in this instance, will be refunded to your original payment method.

Should you wish to return a product due to change of mind, sizing, product exchange / refund (no deemed fault of Pandora) then the cost of the return will be for the customers account. The resend if applicable, will be covered by Pandora.

Pandora cannot be held liable for a customer purchasing a product they are not firmiliar with or do not know how to use and as a result, misuses / damages the item.

All online purchases are made at customers own discretion and by their own choice.

 

PLEASE NOTE: A defective item will not be accepted if the item:

• is faulty due to normal wear and tear (that means the normal damage that occurs over time);
• is damaged by you (Accidently or not) or you didn’t take good care of it;
• is damaged by electrical surges or sea air corrosion (like rust/tarnish);
• is damaged because you modified it; or
• works  as described on our website, but you’re using it for an unintended purpose or misuse of the item

If any fault of Pandora whatsoever, the item should still be returned in its original, sellable condition to qualify for a return.

All returned goods will be inspected upon arrival at the PANDORA Online Shop warehouse. 

All returns are processed within 24hours of receipt.

Refer to our warranty policy separately.

NB: WE ONLY ACCEPT APPLICABLE RETURNS (FOR REFUND / EXCHANGE / WARRANTY) FOR PRODUCTS PURCHASED WITHIN OWNED AND OPERATED PANDORA SA STORES AND ONLINE SHOP WWW.PANDORASHOP.CO.ZA

 

ONLINE RETURNS SUMMARY:
Complete the Return Form included in your package indicating the quantity, item number and reason code for your return(s). 
• Securely pack your item(s) along with your Return Form with all its original packaging. You can also find the return form on our website www.pandorashop.co.za. Alternatively, you may email 
za.online@pandorastores.net
• Arrange with a courier of your choice to send the item back to us. NO WALK IN / DROP OFFs allowed at the online facility.
• Once we have received and validated / assessed your returned parcel we will notify you on the next steps. 
• All refunds where applicable will be issued to the original form of payment excluding original shipping charges.

Once your return has been received, assessed and meets the refund requirements. We will automatically refund you to the original payment method within 24hours of receipt of your return, if you purchased using a Credit / Debit card / Payflex or Discovery miles (excluding the delivery fee). If you purchased using the OZOW instant eft method, you will need to send us your proof of bank account confirmation letter or attach a copy of your bank account confirmation letter with your return (you can usually download this account confirmation letter from your banking app). Refunds will only be processed once we have received and validated the returned item(s). Refunds take 5 to 10 business days depending on your bank / service provider.

Please note - You may be able to exchange items purchased from the  PANDORA Online Shop at a PANDORA store, based on stock availability at the respective store - Free of charge. Likewise, you may exchange items purchased at a PANDORA STORE at the PANDORA Online Shop at your own cost, with a valid proof of purchase - provided there are no price differences.

PANDORA stores and stockists / franchise stores will not accept returns for a refund on products purchased from the Online Shop – you will have to reach out to the online shop for credit note / refund. Likewise, the PANDORA ONLINE SHOP will not accept returns for a refund from PANDORA STORES / STOCKISTS / FRANCHISE STORES. PANDORA stores, stockists and franchise stores may have their own returns policies, which may differ from the policies of Pandora ownded and operated Online Shop. Please contact your local store or stockist  / franchise for further details on their policy.

Please note that if you wish to return any products in promotional bundle sets (that included free gifts / discounted products) for a refund or an exchnage that will affect the original purchase value / threshold, the entire order / purchase must be returned.

Any refunds will ONLY be issued from the specific store of purchase to the original payment method for the paid value as it appears on the original receipt / invoice.

 

Returns Process

NB: Please ensure you include your Returns Form with your package, please Click Here to download Returns Form.

Please organise a return to the below address:

PANDORA SA
4 Karen Street
Bryanston
Johannesburg
2191
010 612 6600

Should you have any questions, please contact the Customer Care Centre on +27 10 612 6600 (Mon-Fri 09:00 - 16:30) or by emailing za.online@pandorastores.net. While we try to get back to you as quickly as possible, it is dependant on the volumes of queries, so please allow up to 48 hours response time. You will need to provide your order number, details of the product(s) you wish to return and the reason for returning them, so please have this information to hand.
 
Please remember, should the reason for return be due to any clear fault of Pandora, i.e. faulty goods or you were sent the incorrect item(s) a courier will be dispatched to your provided location and the resend will be free. Please reach out to our customer team on the details provided above to have the incorrect or faulty product collected and returned to our online store within 48 hours of accepting delivery.

Once your return has been received and validated, you will receive an email to confirm the validation. Should you desire a refund this will then be processed and confirmed to you by email. Refund will be excluding the original delivery fee. If you cancel your order, your refund will be processed without delay, within 24hours and standard refund timeline applies as metioned above.

 

What is our policy on returns of SALE items?

Sale items purchased from the PANDORA Online Shop may be returned within 14 days of purchase provided they are in pristine, unworn, unused and resellable condition.

Sale items purchased online that are elegible for a refund can only be refunded by the online store. Sales items may be exchanged only in your nearest Pandora store or online shop within 14 days only. (Physical stores sales / promotion terms and conditions may differ to online)

Items bought within a multi-buy or promotional offer must be returned in full as per the original purchase i.e. must return any bundle / gift / free item(s) associated with the offer as well should the original threshold be affected.

Sale / promotional items are specific to selected SKU / product ID's i.e. applicable to selected items only and while stocks last.

Should an item you purchased in the sale / promotion no longer be available for whatever reason, you will be refunded the amounts paid for that item to your original payment method.

Should you have other items in the order that are available, we will proceed to ship out the remaining items.

Sale items that look similiar to non sale items cannot be exchanged / replaced / swopped for non sale items. Sale items cannot be replaced with full priced items under no circumstances.

Should a particlular sale product be no longer available, the promotion becomes null and void on that particular product.

Pandora sale is deemed final only once the order has been successfully delivered.

 

Christmas Returns Policy

During the Christmas period, our 30 days standard returns policy is extended for products purchased between 2 November and 24 December  on the online store and in our SA concept stores. You can return such purchases for a refund up to and including 17 January.

 

Other:

No amendments to orders after order placement. Should you wish to change a product in your order, the entire order will have to be canceled and refunded and you will have to place a new order.

For reasons of hygiene and safety, pierced earrings including earring pendants are non-returnable or non refundable, unless faulty or not as described and in this instance reported to Pandora within 48hours of receipt

Please retain your original receipt to guarantee the manufacturing warranty on your product. No proof of receipt means no warranty.

PANDORA Gift cards are not purchaseable, refundable or redeemable online.