After-Sales & Claims Policy
At Pande Wholesale, we want every order to arrive smoothly and every issue to be handled fairly.
We understand that in wholesale, problems can occasionally happen — whether with products, packing, or shipping. When something is our responsibility, we will take care of it. When an issue is outside our direct control, we will still do our best to assist with the investigation and find a reasonable solution.
To help us handle claims quickly and fairly, please review the policy below.
1. Claim Period
All after-sales claims must be submitted within 15 calendar days from the carrier-confirmed delivery date.
We strongly recommend inspecting all cartons and products as soon as possible after delivery.
Claims submitted after the 15-day period may not be accepted.
2. How to Submit a Claim
Please contact your Pande sales representative and provide as much of the following information as possible:
● Order or invoice number
● Product name / SKU
● Quantity affected
● Clear photos or videos showing the issue
● Photos of the outer carton and shipping label, when relevant
● Carton number, when available
● Packing list
● A brief description of the issue
Please keep the affected products and original packaging until the claim has been reviewed.
Complete information helps our team investigate the issue and provide a solution faster.
3. Product Defects & Quality Issues
If products arrive damaged, broken, leaking, split, or with another defect that affects their normal use or saleability, please send us clear photos or videos.
Once the issue is verified and determined to be our responsibility, we will provide an appropriate solution, which may include:
● Replacement
● Pande Credit
● Another solution agreed with the customer
Cash refunds may be considered in exceptional cases and require separate confirmation.
4. Handmade & Product Variations
Many of our products, especially handmade squishies and other soft or flexible products, may have minor variations between individual pieces or production batches.
Reasonable variations may include differences in:
● Color
● Shape
● Texture
● Filling
● Finishing
● Packaging
● Minor cosmetic details
These normal variations are not considered defects as long as they do not materially affect the product's normal use or saleability.
If you are unsure whether an issue qualifies as a defect, please send us photos or videos and our team will review it with you.
5. Wrong or Missing Items
Wrong Items
If you receive an item different from your confirmed order due to our error, please contact us within the claim period.
Once confirmed, Pande will provide an appropriate solution, which may include replacement, credit, or another arrangement agreed with you.
Please do not return or forward any products before receiving instructions from our team.
Missing Items
If you believe items are missing from your shipment, please provide:
● Carton number
● Missing SKU(s) and quantity
● Packing list
● Photos of the carton and shipping label, when available
We will review our packing and shipping records. If the shortage is confirmed to be our responsibility, replacement or credit will be arranged.
6. Shipping Damage
If a shipment arrives with visible damage to the outer carton or products inside, please take photos or videos as soon as possible.
When possible, please document:
● The condition of the outer carton
● Shipping label
● Damaged area of the carton
● Condition of the products inside
Please keep the carton and affected products while the case is being reviewed.
Pande will help investigate whether the damage occurred during packing or transportation and work with the relevant shipping provider when necessary.
The final resolution will depend on the circumstances and responsibility determined during the investigation.
7. Delayed, Lost & Delivered Shipments
Tracking Not Updating
If tracking information has not updated for more than 20 days, please contact us.
We will follow up with the freight forwarder or carrier and assist with the investigation.
A lack of tracking updates does not automatically mean that a shipment is lost.
If the shipment is officially confirmed as lost, we will review the case and discuss the appropriate solution, which may include reshipment or credit.
Delivered but Not Received
If tracking shows the shipment as delivered but you cannot locate it, please first check with:
● Your local carrier
● Employees or receiving staff
● Neighbors or nearby businesses, when applicable
● Your building, warehouse, mailroom, or delivery location
Pande will also assist with the investigation from our side.
If tracking confirms successful delivery to the shipping address provided for the order, replacement or credit is not automatically guaranteed. Each case will be reviewed based on the available shipping records and investigation results.
8. Customs & Import Issues
For international shipments, customs clearance responsibilities may vary depending on the agreed shipping terms and destination country.
Pande will provide reasonable assistance with shipping documents and communication when a shipment is held by customs.
For DAP or other customer-import shipments, import duties, taxes, customs clearance requirements, importer responsibilities, and other destination-country charges are generally the customer's responsibility unless otherwise agreed in writing.
For shipments where Pande has specifically agreed to handle customs clearance or duties, we will assist according to the agreed shipping terms.
Customs inspections and clearance delays can sometimes be outside the control of both Pande and the customer. In these situations, we will work with you and the shipping provider to help move the shipment forward.
Please do not request or arrange a replacement shipment due to a customs delay until the situation has been reviewed and confirmed with our team.
9. Non-Eligible Claims
Unless otherwise agreed, after-sales compensation generally does not apply to:
● Change of mind after purchase
● Products that sell more slowly than expected
● Changes in market demand or product trends
● Customer preference regarding color, style, size, or appearance when the product matches the confirmed order
● Reasonable handmade or production variations
● Damage caused after delivery by improper storage, handling, display, or use
● Issues reported outside the claim period without reasonable supporting circumstances
If you are unsure whether your situation is covered, please contact us. We are always happy to review the case with you.
10. Replacement, Pande Credit & Refunds
Our standard after-sales solutions are replacement or Pande Credit.
Pande Credit is account credit that can be applied toward a future order with Pande Wholesale.
Depending on the situation, an approved claim may be resolved through:
● Replacement products
● Pande Credit
● Another mutually agreed solution
Direct cash refunds are generally reserved for exceptional circumstances and require separate approval.
Please do not return products without prior confirmation from Pande. Unauthorized returns may not be eligible for reimbursement of return shipping costs.
11. Final Review
Every after-sales case can be different.
Our team will review claims based on the order information, supporting evidence, shipping records, product condition, and the circumstances of the case.
Our goal is simple:
If it is our responsibility, we will take care of it. If it is outside our responsibility, we will still do our best to help investigate and find a fair solution.
Thank you for your trust and continued support of Pande Wholesale. 💛