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How do I submit a complaint about an item?

Contact us at
Never send items in return before you have contacted us. We process all complaints separately.

How do I return an item about which I want to submit a complaint?

Use the prepaid shipping label. Make sure the items are carefully packed – you are responsible for them until we receive them. Remember to include a copy of the packing slip and return form. Drop off the parcel at your nearest FedEx service location.
Returns due to a complaint are free for customers. Never send items in return before you have contacted us.

How long does it take to process a complaint?

We receive the parcel from FedEx within 2-5 days from when you dropped it off. Then it will take 1-2 days before the refund is made via Klarna.

How do I know if you have received the item I am returning due to a complaint?

If you use the prepaid shipping label, you will receive shipping confirmation from FedEx. After that, we will receive the parcel within 2-5 days.

When will I get my refund for a return due to a complaint?

Klarna will process your refund within 3-7 days from dropping off the parcel at the delivery point.


The Purchasing Act's rules applies on your purchases

You have, according to the Purchasing Act, a 24-month warranty on all goods, which means that you can either get the item repaired, exchanged, the money back or a price reduction, depending on the specific situation. Errors and defects in a product must be informed within a "reasonable time" after you discover the defect. A 2-month notice period is considered reasonable. According to Brittish law you may be refunded up to 6 months from receipt of package.

Never return items until you have been in contact with Customer Care;
If we consider the goods should be returned, Panduro will pay the return freight. Always contact Customer Care for a prepaid and preprinted address label.
Pack the goods properly - you bear the responsibility until we receive them. Remember to enclosed a copy of the return form.

Information of different complaints opportunities

If you as a consumer want to complain about your purchase, contact If we are unable to find a solution, you can file a complaint with:
UK complaint portal here;

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