Refund policy
Last updated: 24 August 2026
1. Your statutory rights
This policy adds to, and does not replace or restrict, rights under the Consumer Contracts Regulations 2013, the Consumer Rights Act 2015, and other non-excludable UK consumer law. Faulty, unsafe, misdescribed, incorrectly supplied, or unsuitable goods may carry statutory remedies even when a commercial return period has expired.
2. Commercial 30-day return window
Subject to the statutory rights below, we offer a commercial return window of 30 days from the delivery date. Contact us before sending anything. The request channel is https://www.pansr.com or hello@pansr.com.
3. Statutory cancellation for distance contracts
Where the statutory right applies, you normally have 14 days after the day you receive the goods to notify us that you wish to cancel, followed by a further 14 days to send them back. The 30-day commercial policy does not remove this right. Use the contact details above and state clearly that you are cancelling under the Consumer Contracts Regulations.
4. Return condition
For a change-of-mind commercial return, items should be unused, unworn, unwashed, unaltered, undamaged, in original packaging, with original tags and accessories, and accompanied by order confirmation or other proof of purchase. The exact inspection standard is .
5. Exceptions
Lawful exceptions may include personalised or made-to-order goods, sealed goods unsuitable for return for health or hygiene reasons once unsealed, goods that deteriorate quickly, sealed software or recordings once unsealed, and digital content where performance began with the required express consent and acknowledgement. Product-specific exceptions are .
6. Return authorisation and address
Contact us first. We will confirm eligibility, provide instructions, and give the correct return facility address based on product and customer location. Return address: 77 Sparken Hill, Worksop, S80 1AL, United Kingdom. Do not send a parcel to the registered office or an unconfirmed warehouse.
7. Return postage and fees
For a change-of-mind commercial return, the customer pays return postage unless we state otherwise. For a statutory cancellation, the customer pays direct return cost only where we disclosed that responsibility correctly; for faulty, damaged, or incorrect goods, we handle reasonable return costs as required by law. We do not charge a restocking fee. Operational rules: .
8. Faulty, damaged, or incorrect items
Contact us as soon as possible with your order number, a description, and photographs where useful. Do not discard an unsafe item. We may offer repair, replacement, price reduction, refund, or another remedy required by law. An exchange is offered where .
9. Inspection and refunds
After receiving and inspecting the item, we email the return outcome. Approved refunds normally return to the original payment method. The reference site states 5–10 business days for the payment provider to show a refund; the binding timing for statutory cancellations is the timing required by law. Operational refund rule: .
10. Cancellation before dispatch
We accept a commercial cancellation request within 24 hours after purchase only if the order has not entered processing or shipment. This does not restrict statutory cancellation, withdrawal, or faulty-goods rights. Contact immediately.
11. Late or missing refunds
Check the original payment method and provider processing time first. If the refund remains missing, contact hello@pansr.com with the order number and refund confirmation so we can investigate.
12. Cancellation notice template
You may use this wording, or any clear statement: “I hereby give notice that I cancel my contract for the following goods: ; ordered on: ; received on: ; customer name: ; customer address: ; date: .” Send it to https://www.pansr.com or hello@pansr.com.
13. Refund calculation
For a valid statutory cancellation, we refund payments received, including the cost of the least expensive standard delivery option offered, subject to the legal right to wait for the goods or evidence of return and any lawful deduction for diminished value. An upgrade, gift wrapping, customs amount, or non-refundable third-party charge is handled as follows: .
14. Partial orders, gifts, and sale items
If an order is split, a return or cancellation may apply to one item or the whole contract depending on the circumstances. Gift orders, promotional bundles, sale items, discount codes, and free gifts are handled as follows: . A discount rule cannot remove a statutory remedy.
15. Garments and hygiene
When trying on clothing, swimwear, lingerie, or accessories, keep hygiene liners, tags, protective seals, and original packaging intact where reasonably possible. An exception applies only where lawful and proportionate; it does not turn an ordinary clothing return into an automatic refusal. Product-specific hygiene rules: .
16. Evidence and inspection
We may ask for an order confirmation, photographs, tracking proof, or a description of the issue. We will not require irrelevant personal data. Inspection is to establish condition, conformity, damage, and the appropriate remedy; it is not a waiver of your statutory rights.
17. Rejected or unclaimed returns
If a return is sent without authorisation, to the wrong address, after a lawful deadline, or without the information needed to identify it, we will contact you where possible and explain the next step. We will not dispose of an identifiable item without a reasonable opportunity to resolve the issue, subject to safety, storage, and legal requirements.
18. Complaints about a return decision
Ask for a review at hello@pansr.com. Include the original decision, evidence, and the remedy requested. We will assess whether the commercial policy, statutory cancellation rules, conformity rights, or another legal protection applies.