Refund policy

Return, Refund & Dispute Resolution Policy

Last updated: May 2026

1. Our Commitment to Customer Satisfaction

We are committed to providing our customers with high-quality products and a transparent, fair shopping experience. We understand that occasionally a purchase may not meet your expectations, and we have designed this policy to ensure that all concerns are handled in a professional, structured, and equitable manner. By completing a purchase on our store, you acknowledge that you have read, understood, and agreed to all terms outlined in this policy. We encourage all customers to read this policy carefully before making a purchase.

2. Return Eligibility

You have 30 days from the confirmed date of delivery to submit a return request. Return requests submitted outside of this window will not be considered under any circumstances. To qualify for a return, the following conditions must all be met without exception:

The item must be in its original, brand-new condition. It must be completely unused, unworn, unwashed, and unaltered in any way. All original tags must remain attached exactly as they were at the time of delivery. The item must be returned in its complete original packaging, undamaged and unmodified. All original accessories, components, manuals, and included items must be present. Proof of purchase must be provided. The SD card must not have been inserted, and the glasses must be unworn for hygiene reasons.

Failure to meet any single one of the above conditions will result in automatic disqualification from our return and refund process, regardless of the reason for the return request.

3. How to Initiate a Return — Required Evidence Submission

We do not accept return requests without prior review and approval. All return requests must begin with a formal evidence submission. This process exists to protect both our customers and our business, and to ensure that every case is evaluated fairly and thoroughly.

To initiate a return, you must email us at peterpanville@gmail.com with the following:

Your full name and order number. A detailed written description of the issue you have experienced. A minimum of three clear, high-resolution photographs of the item showing the alleged issue from multiple angles. A short video clearly demonstrating the issue where applicable, particularly for functional or mechanical defects. A photograph of the original packaging the item arrived in. A photograph of the shipping label on the outside of the package.

Submissions that are incomplete, blurry, or insufficient for proper evaluation will be rejected and you will be asked to resubmit. We aim to respond to all evidence submissions within 3 to 5 business days. Submitting a return request without following this evidence process will result in immediate disqualification.

4. Return Approval Process

Upon receiving your evidence submission, our dedicated returns team will conduct a thorough review of your case. This review may take between 3 and 7 business days depending on the nature and complexity of the issue. During this period, we may contact you with follow-up questions or requests for additional documentation. Please respond promptly to any such requests, as failure to do so may result in your case being closed.

If your return request is approved, you will receive a formal return authorization email outlining the next steps. Please note that approval of a return request at this stage is conditional and does not guarantee a final refund. The physical item must still be received and inspected at our processing facility before a final decision is made.

If your return request is denied, you will receive a detailed explanation. Denied requests may be appealed once by providing additional supporting documentation within 7 days of the denial notice.

5. Shipping the Item Back

If your return has been formally approved, you will be required to ship the item to our international returns processing facility. The full address will be provided to you in your return authorization email. Please note that our processing facility is located internationally, and as such, standard international shipping rates and transit times will apply. We strongly recommend using a fully tracked and insured shipping service, as we cannot accept responsibility for items that are lost, stolen, or damaged during return transit. Return shipping costs are entirely the responsibility of the customer and are non-refundable. Please allow 15 to 25 business days for your return shipment to arrive at our facility due to the nature of international logistics.

Items returned to any address other than the one provided in your authorization email will not be processed and will not be returned to the sender. Items sent back without a valid return authorization number will be refused.

6. Inspection and Final Refund Decision

Upon arrival at our processing facility, your returned item will undergo a thorough physical inspection conducted by our quality control team. This inspection will verify that the item matches the condition described in your evidence submission and that it meets all return eligibility conditions outlined in Section 2 of this policy.

A full refund will be issued only if the item is received in 100% original, brand-new, unused condition with all tags, packaging, and accessories fully intact. If the item is found to have been used, worn, washed, damaged after delivery, or returned incomplete in any way, your refund will be partially approved or denied entirely at our discretion. You will be notified of the inspection outcome within 3 to 5 business days of our facility receiving your item.

If approved, your refund will be processed to your original payment method within 10 business days of the inspection decision. Please be aware that your bank or card issuer may require additional processing time beyond this period. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us and we will investigate on your behalf.

7. Damaged, Defective, or Incorrect Items

We take product quality seriously. If you receive an item that is visibly damaged upon arrival, is functionally defective, or does not match the item you ordered, you must contact us immediately and no later than 48 hours after delivery at peterpanville@gmail.com. Your message must include photographic and video evidence as described in Section 3.

Please do not attempt to return the item before contacting us, as doing so without prior authorization will result in the return being refused. Once we have reviewed your evidence, we will offer an appropriate resolution which may include a free replacement, a store credit, or a full refund, at our sole discretion. We reserve the right to request the return of defective or incorrect items before issuing a resolution.

8. Exchanges

We do not facilitate direct product exchanges. If you wish to receive a different item, size, or variant, you must follow the return procedure outlined in this policy and, upon successful completion of your return, place a new order separately through our store. We cannot hold inventory or guarantee availability during the return process.

9. Non-Returnable Items

Certain product categories are strictly excluded from our return policy and are not eligible for return, refund, or exchange under any circumstances. These include perishable goods such as food, flowers, or plants; custom-made or personalized products; personal care and hygiene products; hazardous materials, flammable substances, or gases; items purchased during promotional sales or marked as final sale; and gift cards or store credits. If you are unsure whether your item falls into one of these categories, please contact us before completing your purchase.

10. Order Cancellations

Orders may be cancelled within 2 hours of placement at no charge, provided the order has not yet been processed or dispatched. After this window, cancellations cannot be guaranteed as orders enter our fulfillment pipeline quickly. If your order has already been shipped, cancellation is no longer possible and the standard return process must be followed upon delivery. To request a cancellation, contact us immediately at peterpanville@gmail.com with your order number.

11. European Union — Statutory 14 Day Cooling Off Period

In accordance with EU consumer protection legislation, customers whose orders are delivered within the European Union retain the statutory right to cancel or return their order within 14 calendar days of delivery, for any reason and without providing justification. This right exists independently of and in addition to the terms outlined in this policy. To exercise this right, you must notify us in writing within the 14-day window. The item must be returned in its original, unused condition with all tags and packaging intact. Unless the return is the result of our error, return shipping costs remain the responsibility of the customer. Refunds under this provision will be processed within 14 days of receiving the returned item, in accordance with applicable law.

12. Chargebacks and Payment Disputes

We strongly encourage all customers to contact us directly before initiating a chargeback or payment dispute with their bank or card issuer. We are committed to resolving all issues quickly and fairly, and in the vast majority of cases we are able to reach a satisfactory resolution without the need for third-party intervention. Chargebacks initiated without prior contact with our support team may result in delays to your resolution and will be formally contested with full supporting documentation. We maintain comprehensive records of all orders, communications, and shipments.

13. Contact Information

For all return, refund, exchange, or policy inquiries, please reach us at peterpanville@gmail.com. Our support team operates Monday through Friday and aims to respond to all inquiries within 1 to 2 business days. Please include your order number in all correspondence to ensure the fastest possible response.