Last updated: September 16, 2026
This policy explains how to cancel an order, how to return a product, when we refund, and how long it takes. It applies to purchases made on https://www.pandoragame.net and forms part of our Terms and Conditions. Nothing here limits your statutory consumer rights.
1. Summary (not a substitute for the detail below)
| Situation | What you can do | Who pays return shipping |
|---|---|---|
| Order not yet dispatched | Cancel free of charge | — |
| Changed your mind, 30 days, item unused and in original packaging | Return for refund of the product price | You — see Section 3 |
| Item arrived damaged, defective (DOA) or not as described | Replacement, repair or full refund including original shipping | We do |
| Wrong item sent | Replacement or full refund | We do |
| Parcel lost in transit | Full refund or reshipment, after carrier confirmation | We do |
| Refused delivery / unpaid duties / wrong address given | Refund minus actual shipping and any duties charged to us | Deducted |
| EU / UK consumer, within 14 days of delivery | Withdraw without giving a reason | See Section 7 |
2. Cancelling Before Dispatch
Send an email to [email protected] with your order number and "CANCEL" in the subject line. If the order has not been dispatched or handed to the carrier, we will cancel it and refund you in full, including any shipping charged.
Orders are picked and packed quickly — typically within 1–2 business day(s). We cannot guarantee cancellation after 24 hours, but we will always try.
We cannot change the shipping address after dispatch. If the parcel cannot be delivered as a result, Section 8 applies.
3. Returns After Delivery
Window. You may request a return within 30 days of the delivery date shown on the carrier's tracking record.
Condition. Returned products must be:
- complete, with all original accessories, manuals, cables, packaging and any free gifts;
- in resalable condition — unmarked, undamaged, and not modified (no unauthorised firmware flashing, opening of the case, or physical alteration);
- packed so that the device cannot be damaged in transit.
How to start. Email [email protected] with your order number, the reason, and photos of the item and packaging. We will reply with a return authorisation (RMA) and the correct return address. Do not ship anything back without an RMA — unauthorised parcels may be refused and we cannot match them to your order.
Return shipping cost. Unless the return is due to a damaged, defective or incorrect item, you are responsible for return shipping to the address provided in your RMA instructions. Costs vary by carrier, destination and return location. You remain responsible for the product until it reaches the authorised return destination, so please use a tracked, insured service and keep the receipt — we cannot refund a return we never receive.
4. Items We Cannot Accept Back
- Products returned after the 30-day window, or without an RMA;
- Products that are damaged, incomplete, modified, or whose serial number has been removed or altered;
- Products damaged by misuse, liquid ingress, drops, unauthorised repair, or non-approved chargers or batteries;
- Free gifts, promotional items and clearance items marked "final sale" at the time of purchase;
- Gift cards and store credit (non-refundable where permitted by law).
*(If an item is defective, the exclusions above do not prevent you from making a warranty or statutory claim.)*
5. Damaged, Defective or Wrong Items
Contact us within 7 days of delivery with your order number and photo or video evidence showing:
- the outer packaging and the shipping label,
- the damage or defect (or the item received, if it is not what you ordered).
If the claim is accepted, we will, at your choice:
- send a replacement (we cover shipping);
- send a free replacement part where applicable;
- issue a full refund including the original shipping charge; or
- issue a partial refund if you prefer to keep the product.
For a defective product, please keep the packaging until we tell you otherwise — the carrier may need to inspect it.
6. Lost, Stolen or Delayed Parcels
If tracking shows no movement for 7 days, or shows delivered but you have not received it:
- Check around your property, with neighbours, and with the local depot;
- Email us within 14 days of the last tracking event;
- We will open a carrier trace (typically 5–10 business days) and, where the parcel is confirmed lost, refund or reship at your choice.
We are not responsible for loss or theft after the carrier records delivery to the address you supplied.
7. EU and UK Consumers — 14-Day Right of Withdrawal
If you are a consumer in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 days of the day you (or someone you nominate, other than the carrier) receive the goods, without giving any reason.
- Notify us by email at [email protected] within the 14 days, then return the goods within 14 days of notifying us.
- We will refund the product price and the standard outbound shipping you paid, within 14 days of receiving the goods back (or of you providing proof of return), using the same payment method.
- You may be liable for a reduction in value if you have handled the goods beyond what is necessary to establish their nature, characteristics and functioning.
- No restocking fee will be charged.
8. Refused, Unclaimed and Undeliverable Parcels
If a parcel is returned to us because it was refused, unclaimed, had duties or taxes left unpaid, or could not be delivered due to an address you supplied, we will refund the product price less:
- the outbound and return shipping costs actually incurred, and
- any import duties, taxes, storage or disposal fees charged to us.
If the parcel is abandoned or destroyed abroad at the direction of the carrier or customs, no refund can be made.
9. How Refunds Are Paid
Refunds are issued to the original payment method — you cannot be refunded to a different card or account.
| Step | Timing |
|---|---|
| We receive and inspect your return | 2 business days |
| We approve and process the refund | 3–5 business days |
| Your bank or payment provider posts it | a further 5–10, depending on the provider |
If the deadline has passed and the refund has not arrived, check with your bank first, then email [email protected] with your order number.
10. Exchanges
We do not run a like-for-like exchange programme. If you want a different model or colour, please request a return and place a new order — this is usually faster than waiting for an exchange.
11. Chargebacks
If something has gone wrong, please contact us first. Opening a payment dispute without contacting us usually slows resolution, because the payment provider freezes the funds while it investigates. If you have already opened one, email us with the reference and we will respond to the provider with the order and tracking evidence.
12. Contact
Cherrycom Worldwide SL (trading as PANDORA GAME)
VAT number: B01965813
Company address: 3 Resurrection Street, Getafe 28，Madrid, 28091, Spain.
This company address is not a returns address. Please contact us before returning an item so we can provide the correct return instructions and destination.
Email: [email protected]
