Refund policy
Please read our Exchange & Refund policies carefully before making your purchase
WHAT IS YOUR REFUND & EXCHANGE POLICY?
If for some reason you are not completely happy with your purchase, items may be exchanged for another product, store credit or a full refund less shipping costs. You must notify us within 3 days of receipt of your items, and return items to us within 10 days to be eligible. Items must be unwashed, unused and in the original packaging with tags intact.
To complete your return, we require a receipt or proof of purchase such as an order number, which you can find on your confirmation email. Please notify us by email hello@rollingpanda.com.au stating the item details and whether you would like a refund, exchange, or store credit. Please allow 7-10 business days to process your return once return items are received by us.
Refunds that qualified for ‘Free Shipping’ will have up to a $20AUD fee withheld from the refund amount at the discretion of Rolling Panda.
Items that are damaged upon opening or damaged through unreasonable wear and tear are not eligible for a refund, exchange or store credit.
Gift cards are not eligible for refunds.
Sale items
Only full priced items may be refunded or exchanged, unfortunately items purchase on sale are not eligible for refund or exchange, unless it is faulty (see below).
If the item is on sale at a lesser price you will not be refunded any difference in sale price.
FAULTY ITEMS
If you believe your item is faulty, we are more than happy to replace it. For our records we require a photo of the faulty item and the fault shown as clearly as possible, with a description of the fault to be emailed to hello@rollingpanda.com.au as soon as possible. We will endeavour to offer you an exchange or refund if we agree the item is deemed to be faulty.
We will require you to return the goods within 10 days of contacting us, and once received we will send you an email to notify you that we have received your returned item.
If approved your refund will be processed, and a credit will automatically be applied to your original method of payment, please allow up to 10 business days for the amount to be refunded. If you choose to exchange your item we will arrange this as soon as practically possible to do so for the same item. If this item is not in stock we will offer you an alternative similar product, or a refund.
In your email please be sure to include your order number. If your items were a gift please ask for the receipt, and forward a copy of the receipt to us, if the gift was ordered online through us an order number will be sufficient.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank, there is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@rollingpanda.com.au or phone +61 412 919 380 (note this is an Australian phone number).
Shipping
Our return address is:
Rolling Panda
34 Ironbark Road, Tapitallee NSW 2540, Australia
Return shipping is the responsibility of the buyer. Shipping costs are non-refundable and will be deducted from the total refund amount.
Depending on where you live, the time it may take for your exchanged product to reach you may vary, particularly in regional or remote areas.
If you are shipping an item valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item if it does not have tracking, and we will accept no liability (including but not limited to refund amount) if we do not receive your item.