Refund policy

Return & Refund Policy – Pantra™

At Pantra™, we want you to shop with confidence. This Return & Refund Policy is designed in accordance with applicable South African consumer protection laws, including the Consumer Protection Act (CPA).

Returns Eligibility

You may request a return if:

  • The item arrived damaged or defective
  • You received the wrong product
  • The product is significantly different from what was advertised

To qualify for a return:

  • The item must be returned within 7 days of delivery
  • The product must be unused
  • The product must be in its original unopened packaging
  • The product must not show signs of use, damage, or tampering
  • Proof of purchase/order confirmation must be provided

Pantra™ reserves the right to reject returns for products that have been opened, used, or removed from original packaging.

Non-Returnable Items

For hygiene, safety, and product integrity reasons, we cannot accept returns on:

  • Opened kitchen products
  • Used items
  • Products removed from original packaging
  • Products damaged through misuse
  • Clearance or final-sale items
  • Gift cards (if applicable)

Damaged or Incorrect Orders

If your item arrives damaged, defective, or incorrect:

  1. Contact us within 48 hours of delivery
  2. Include clear photos/videos of the issue
  3. Include your order number

Once approved, we may provide:

  • A replacement
  • Store credit
  • Or a refund where applicable

Refunds

Approved refunds will be processed back to the original payment method where possible.

Please allow:

  • 3–10 business days for processing
  • Additional banking delays depending on your provider

Shipping fees are non-refundable unless the error was caused by Pantra™.

Change of Mind Returns

Due to the nature of ecommerce and hygiene-related kitchen products, Pantra™ does not accept returns for:

  • Change of mind
  • Incorrect product choice
  • Personal preference

Exceptions may only be considered if:

  • The product remains sealed
  • Unused
  • In original packaging

Return approval remains at Pantra™’s sole discretion.

If approved:

  • The customer is responsible for return shipping costs
  • A handling/restocking fee may apply

Order Cancellations

Orders may only be cancelled before dispatch.

Once an order has shipped, it cannot be cancelled and must follow the return process above.

Delivery Disclaimer

Delivery times are estimates and may vary due to:

  • Courier delays
  • Public holidays
  • Weather conditions
  • High order volumes

Pantra™ is not liable for delays outside of our control.

Limitation of Liability

Pantra™ shall not be held liable for:

  • Indirect or consequential damages
  • Misuse of products
  • Improper handling or maintenance
  • Damages resulting from failure to follow product instructions

Customers use all products at their own risk.

Contact Us

For all return or refund requests, please contact:

📧 lhenc1212@gmail.com

Please include:

  • Your order number
  • Photos/videos if applicable
  • A detailed explanation of the issue