Returns & Refunds Policy

At Panda Nutrition, our priority is supporting the health and vitality of your children with safe, clean, and effective nutrition. We stand firmly behind the quality of our formulations. If you experience an issue with your order, we are here to assist.

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1. Order Cancellations
– Before Dispatch: If you wish to cancel an order after payment has been made, please contact us immediately via WhatsApp (071 792 4802) or email (hello@pandanutrition.co.za). If your order has not yet been processed or handed to our courier, we will cancel the order and process a full refund.
– After Dispatch: Once an order has been collected by the courier, it cannot be cancelled mid-transit and will fall under our standard 7-day return policy upon arrival.

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2. Damaged or Tampered Parcels
We take great care in packaging every order, but transit issues can occasionally happen.
– If your parcel or product arrives visibly broken, leaking, or damaged, please notify us within 2 business days (48 hours) of receipt.
– To help us resolve this quickly, please email photos of the damaged packaging and product to hello@pandanutrition.co.za along with your Order Number.
– Upon verification, we will promptly arrange either an immediate replacement shipped at our expense or a full refund for the damaged item.

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3. Incorrect Item Received (Miss-Pick)
If you receive a product that does not match your invoice:
– Please inform us within 2 business days of receiving your parcel.
– Keep the incorrect product intact, unopened, and in its original sealed condition.
– We will arrange for the courier to collect the incorrect item and deliver the correct product to you at no extra cost.

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4. 7-Day Unopened Returns (Cooling-Off Period)
If you change your mind about your purchase:
– You may request a return within 7 calendar days of delivery.
– Condition Requirements: Due to strict health, safety, and hygiene standards governing children’s ingestible nutritional supplements, returned items must be completely unopened, with safety seals and tamper-evident bands fully intact, and in original resaleable packaging.
– Return Shipping: Return courier costs for “change of mind” returns are for the customer’s account.
– Refund Process: Once the returned product is inspected and verified by our team, a refund for the product purchase price (excluding original shipping fees) will be processed via your original method of payment within 5 to 7 business days.

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5. Opened Products & Dissatisfaction Guarantee
Because every child’s taste preference and dietary response is unique, we cannot accept returns or issue refunds for tubs, pouches, or bottles where the safety seal has been broken or removed, unless the product is proven to be structurally defective or tainted.

If you or your child are dissatisfied with a product, please contact us with your batch number, date of purchase, and feedback. As an independently formulated brand, we take customer experiences seriously and will evaluate quality concerns on a case-by-case basis.

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How to Log a Return or Query
To start a return or query, please reach out with your Order Number and details:
– Email: hello@pandanutrition.co.za
– WhatsApp / Phone: 071 792 4802
– Operating Hours: Monday – Friday: 08:00 – 16:30