Return & Refund Policy
PANDAHOMEMART RETURNS & REFUNDS
Simple, Clear & Fair.
We want you to feel confident when shopping with PandaHomeMart.
If something arrives damaged, incorrect, or is not what you expected, this page explains how returns, refunds, replacements, and order issues are handled.
Because PandaHomeMart offers both consumable products and teaware, return eligibility varies by product type.
30-Day Eligible Return Window · 7-Day Damage Reporting · Clear Product-Specific Rules
RETURNS AT A GLANCE
ELIGIBLE RETURN WINDOW
Eligible products may generally be requested for return within:
30 DAYS OF DELIVERY
Products must meet the applicable return conditions described below.
DAMAGED OR INCORRECT ITEMS
Please contact us within:
7 DAYS OF DELIVERY
and provide photos where applicable.
TEA & BOTANICALS
For food safety and product integrity, opened consumable products are generally not eligible for return.
TEAWARE
Unused eligible teaware may generally be returned within the return period if it remains in original condition and packaging.
REFUNDS
Approved refunds are issued to the original payment method unless another arrangement is specifically agreed.
BEFORE REQUESTING A RETURN
Please check:
Order Number
Delivery Date
Product Condition
Original Packaging
Whether the Product Has Been Opened or Used
Reason for Return
Photos if the Item Is Damaged or Incorrect
Then contact PandaHomeMart before sending anything back.
PLEASE DO NOT RETURN PRODUCTS WITHOUT AUTHORIZATION.
Unauthorized returns may not be accepted or processed.
START A RETURN REQUEST →
RETURN ELIGIBILITY
To qualify for a standard return, an item generally must:
Be Within the Applicable Return Period
Have Been Purchased Directly From PandaHomeMart
Be Eligible Under the Product-Specific Rules
Remain in Original Condition
Include Original Packaging Where Applicable
Not Show Signs of Use, Damage, Contamination, or Alteration
Have Prior Return Authorization From PandaHomeMart
Additional requirements may apply depending on the product.
TEA RETURNS
FOOD SAFETY COMES FIRST
Tea is a consumable food product.
For hygiene, freshness, and food-safety reasons, opened tea generally cannot be returned simply because of personal preference.
This includes:
Green Tea
White Tea
Oolong Tea
Black Tea
Pu-erh Tea
Jasmine Tea
Loose-Leaf Tea
Tea Cakes
Compressed Tea
Tea Bags
Tea Pods
UNOPENED TEA
Unopened tea may be eligible for return within the applicable return period if:
The Original Package Remains Fully Sealed
The Product Has Not Been Used
The Packaging Is in Resalable Condition
The Product Was Not Marked Final Sale
The Return Is Approved in Advance
Return shipping responsibilities may apply.
OPENED TEA
Opened tea is generally not eligible for return because of:
Taste Preference
Aroma Preference
Color Preference
Personal Brewing Results
Changing Your Mind
Ordering the Wrong Tea
Tea flavor can vary depending on:
Water Quality
Water Temperature
Tea Quantity
Steeping Time
Brewing Vessel
Personal Taste
If you are having difficulty brewing a tea, contact us before assuming the product is unsuitable.
We may be able to help with brewing recommendations.
EXPLORE TEA GUIDE →
BOTANICAL RETURNS
Botanicals are also consumable products.
This includes products such as:
Flowers
Fruits
Roots
Leaves
Seeds
Grains
Beans
Citrus
Fungi
Traditional Botanical Ingredients
Botanical Blends
For food safety reasons, opened botanical products are generally not returnable.
UNOPENED BOTANICAL PRODUCTS
An unopened botanical product may be eligible for return when:
The Product Remains Factory-Sealed
The Package Has Not Been Opened
The Product Has Been Stored Properly
The Product Is Within the Return Period
The Return Has Been Approved
NATURAL BOTANICAL VARIATION
Botanicals are agricultural products.
Natural variations may occur in:
Color
Size
Shape
Texture
Aroma
Harvest Appearance
These differences do not automatically indicate that a product is defective.
Natural variation alone may not qualify for a refund.
TEAWARE RETURNS
UNUSED TEAWARE
Eligible teaware may generally be returned within 30 days of delivery if it is:
Unused
Unwashed
Undamaged
In Original Condition
In Original Packaging
Complete With All Included Parts
This may include:
Teapots
Gaiwan
Tea Cups
Tea Sets
Infuser Mugs
Tea Accessories
Tea Tools
USED TEAWARE
Used teaware is generally not eligible for return simply because:
You Changed Your Mind
You Prefer a Different Size
You Prefer a Different Color
The Capacity Feels Different Than Expected
You No Longer Need the Product
Please review product dimensions and capacities carefully before ordering.
EXPLORE TEAWARE SELECTION GUIDE →
DAMAGED TEAWARE
If your teaware arrives broken, cracked, chipped, or otherwise damaged during shipping, contact us within:
7 DAYS OF DELIVERY
Please provide:
Order Number
Product Name
Photo of the Damaged Product
Photo of the Inner Packaging
Photo of the Shipping Box
Photo of the Shipping Label
Please keep the product and packaging until the claim has been reviewed.
INCORRECT ITEM RECEIVED
If you received a product different from what you ordered, contact us as soon as possible.
Please provide:
Order Number
Product Received
Product Expected
Photo of the Product
Photo of the Packaging
Shipping Label if Requested
If we confirm a fulfillment error, PandaHomeMart will determine the appropriate resolution.
This may include:
Replacement
Reshipment
Refund
Store Credit
Other Appropriate Resolution
depending on the circumstances.
MISSING ITEMS
Before reporting a missing item, please check whether your order was shipped in multiple packages.
PandaHomeMart products may occasionally be fulfilled from different locations.
One shipment may arrive before another.
Please review all tracking information associated with your order.
If all packages have been delivered and an item is still missing, contact us.
CONTACT ORDER SUPPORT →
DAMAGED FOOD OR BOTANICAL PRODUCTS
If tea or botanicals arrive with:
Broken Packaging
Open Seals
Significant Leakage
Visible Contamination
Serious Shipping Damage
please do not consume the product.
Contact us within 7 days and provide clear photos.
We may request:
Product Packaging
Lot or Batch Information
Shipping Box
Shipping Label
Affected Product
WRONG PRODUCT QUANTITY
If the quantity received does not match your order, please provide:
Order Number
Product Name
Quantity Ordered
Quantity Received
Photo of the Products Received
We will review the fulfillment record and determine the appropriate solution.
RETURN PROCESS
01 · CONTACT US
Submit a return request before sending the product back.
Include:
Order Number
Product
Reason for Return
Photos if Applicable
02 · ELIGIBILITY REVIEW
We will review whether the item qualifies for return, replacement, refund, or another resolution.
03 · RETURN AUTHORIZATION
If approved, we will provide applicable return instructions.
Do not ship the product until authorization has been provided.
04 · PACK THE ITEM CAREFULLY
Return items should be securely packaged.
Use the original packaging where possible.
Products damaged during return shipping because of inadequate packaging may affect refund eligibility.
05 · SHIP THE RETURN
Follow the return instructions provided.
Tracking is strongly recommended for customer-paid returns.
06 · RETURN INSPECTION
Once received, the product may be inspected to confirm:
Condition
Completeness
Packaging
Eligibility
07 · REFUND OR RESOLUTION
If approved after inspection, the applicable refund, replacement, credit, or other resolution will be processed.
RETURN SHIPPING COSTS
CHANGE-OF-MIND RETURNS
When an eligible return is requested because the customer:
Changed Their Mind
Ordered the Wrong Item
Chose the Wrong Size
No Longer Wants the Product
the customer is generally responsible for return shipping costs.
Original shipping charges are generally not refundable.
PANDAHOMEMART ERROR
If a return is required because PandaHomeMart sent:
The Wrong Product
The Wrong Quantity
A Confirmed Defective Product
or another verified fulfillment error,
PandaHomeMart will determine the appropriate return or replacement arrangement.
DAMAGED IN TRANSIT
For confirmed shipping damage, we may provide:
Replacement
Refund
Partial Refund
Store Credit
or another appropriate resolution.
The resolution depends on:
Product
Damage
Availability
Shipping Destination
Carrier Claim Requirements
REFUNDS
Approved refunds are generally issued to the original payment method.
The refund may include the eligible merchandise amount.
Shipping charges, duties, taxes, or other fees may be handled separately depending on the reason for the refund and applicable law.
REFUND PROCESSING TIME
Once PandaHomeMart has issued an approved refund, your bank, credit card company, or payment provider may require additional processing time before the funds appear in your account.
A typical financial institution may take approximately:
5–10 BUSINESS DAYS
to reflect the refund after it has been issued.
Actual timing depends on the payment provider.
ORIGINAL SHIPPING CHARGES
Original shipping charges are generally non-refundable for standard change-of-mind returns.
Exceptions may apply where:
PandaHomeMart Made a Fulfillment Error
An Order Was Cancelled Before Shipment
Required by Applicable Law
or another approved exception applies.
RETURN SHIPPING CHARGES
Customer-paid return shipping costs are generally not refundable unless the return resulted from a verified PandaHomeMart fulfillment error or another approved circumstance.
PARTIAL REFUNDS
A partial refund may be considered when appropriate.
Examples may include:
Minor Cosmetic Damage
Missing Non-Essential Packaging
Partially Affected Multi-Item Orders
Partial Order Refunds
Approved Customer Resolution
Partial refunds are reviewed individually.
REPLACEMENTS
A replacement may be offered when:
A Product Arrives Damaged
The Wrong Product Was Sent
An Item Is Confirmed Defective
A Significant Fulfillment Error Occurred
Replacement availability depends on inventory.
If the same product is unavailable, another resolution may be offered.
STORE CREDIT
In selected cases, PandaHomeMart may offer store credit as an alternative resolution.
Store credit may be subject to separate terms and may not be redeemable for cash except where required by law.
NON-RETURNABLE PRODUCTS
Certain products are generally not eligible for return.
These may include:
Opened Tea
Opened Botanicals
Opened Food Products
Used Tea Accessories
Used Teaware
Gift Cards
Personalized Products
Custom Products
Private-Label Products
Clearance Items Marked Final Sale
Products Damaged After Delivery
Products Returned Without Authorization
Products Outside the Return Period
Other Products Marked Non-Returnable
FINAL SALE ITEMS
Products clearly marked:
FINAL SALE
cannot normally be returned or exchanged for change-of-mind reasons.
This does not remove rights that may apply to defective or incorrectly supplied products under applicable law.
SALE & PROMOTIONAL PRODUCTS
A discounted product is not automatically final sale.
If a discounted product is eligible under the standard return policy, it may still qualify for return.
Products specifically marked Final Sale are treated separately.
GIFT CARDS
Gift cards are generally non-refundable and cannot normally be exchanged for cash except where required by law.
GIFT ORDERS
If you received a PandaHomeMart product as a gift, contact us with as much order information as possible.
Refunds may normally need to be returned to the original payment method.
Depending on the circumstances, store credit or another solution may be available.
GIFT SETS & BUNDLES
If a product was purchased as a complete set or bundle, the full set may need to be returned to receive a full refund.
For example:
Tea Gift Set
Teaware Set
Botanical Gift Box
Tea + Teaware Bundle
Individual components removed from a bundle may affect refund eligibility.
MULTI-BUY PROMOTIONS
If an order used a promotion such as:
Buy 2 Get 1
Bundle Discount
Multi-Item Discount
Free Gift Promotion
the refund amount may be recalculated based on the items retained.
Returning part of a promotional order may change the discount originally applied.
FREE GIFT PROMOTIONS
If a free promotional gift was provided because the order met a purchase threshold, the gift may need to be returned if the remaining order value falls below the promotional requirement.
If the gift is not returned, its applicable value may be deducted from the refund where permitted.
DISCOUNT CODES
Refunds are generally based on the amount actually paid for the eligible product after discounts.
Example:
Retail Price:
CAD $50
Discount:
CAD $10
Amount Paid:
CAD $40
The merchandise refund would normally be based on the eligible amount actually paid, not the original retail price.
DISTRIBUTOR ORDERS
Purchases made through a PandaHomeMart Distributor Partner remain subject to the PandaHomeMart Returns & Refunds policy.
If a qualifying distributor order is refunded, the corresponding Distributor commission may also be adjusted.
DISTRIBUTOR SELF-PURCHASES
Eligible self-purchases made by Distributor Partners may earn commission.
However, if the product is later returned or refunded, the commission associated with the refunded amount will be reduced or reversed.
Example:
Eligible Order:
CAD $100
Distributor Commission:
10% = CAD $10
Refunded Merchandise:
CAD $40
Remaining Eligible Purchase:
CAD $60
Adjusted Commission:
CAD $6
WHOLESALE RETURNS
Wholesale purchases are governed by separate wholesale return terms.
Wholesale inventory is purchased for business resale and is not normally returnable simply because:
It Did Not Sell
The Retailer Changed Their Product Mix
Customer Demand Was Lower Than Expected
The Buyer Changed Their Mind
Wholesale claims for:
Incorrect Products
Shipping Damage
Significant Fulfillment Errors
may be reviewed separately.
VIEW WHOLESALE PROGRAM →
INTERNATIONAL RETURNS
International returns can be more complex because of:
Return Shipping Costs
Customs Documentation
Import Duties
Taxes
Brokerage Fees
International Carrier Services
Before returning an international order, contact PandaHomeMart for instructions.
Do not ship an international return without authorization.
INTERNATIONAL RETURN SHIPPING
Unless a return results from a confirmed PandaHomeMart error or approved exception, the customer is generally responsible for international return shipping.
International return shipping can sometimes cost more than the value of the product.
For lower-value claims, PandaHomeMart may review alternative resolutions where appropriate.
CUSTOMS DUTIES & IMPORT TAXES
Customs duties, import taxes, VAT, brokerage fees, and other destination charges paid to government authorities or third parties are generally outside PandaHomeMart's control.
These amounts may not be refundable by PandaHomeMart.
Customers may need to contact the applicable customs authority regarding possible duty refunds.
REFUSED INTERNATIONAL PACKAGES
If an international order is refused because of:
Customs Duties
Import Taxes
Failure to Collect
Import Restrictions
Change of Mind
the package may be:
Returned
Held by Customs
Abandoned
Destroyed
Additional costs may be incurred.
If the shipment is returned to PandaHomeMart, any refund will be reviewed after the returned product is received and assessed.
Deductions may include:
Original Shipping
Return Shipping
Customs Charges
Carrier Fees
Non-Recoverable Costs
where permitted.
UNDELIVERABLE ORDERS
If a package is returned because the customer provided an incorrect or incomplete address, reshipping or refund eligibility may be affected.
Applicable shipping costs may be deducted from any refund.
VIEW SHIPPING INFORMATION →
LOST PACKAGES
If a shipment appears to be lost, please contact us rather than submitting a standard return request.
A carrier investigation may be required.
Resolution may depend on:
Tracking History
Carrier Confirmation
Delivery Service
Destination
Shipment Insurance
Other Shipping Circumstances
PACKAGE MARKED DELIVERED
If tracking shows Delivered but you cannot locate your package:
Check Your Mailbox
Check Your Door or Delivery Area
Check Parcel Lockers
Check With Household Members
Check Building Reception
Check With Neighbors Where Appropriate
Review Carrier Delivery Notes
Then contact the carrier and PandaHomeMart if the package remains missing.
ORDER CANCELLATIONS
If you need to cancel an order, contact us as soon as possible.
Cancellation may be possible before fulfillment begins.
Once an order has entered:
Processing
Packing
Shipment
Custom Preparation
cancellation may no longer be available.
CANCELLED BEFORE SHIPPING
If an eligible order is successfully cancelled before shipment, the applicable payment may be refunded to the original payment method.
AFTER AN ORDER HAS SHIPPED
Once the parcel has shipped, it normally cannot be cancelled.
If the product is eligible for return, you may request a return after delivery.
EXCHANGES
PandaHomeMart does not necessarily process direct exchanges for every product.
Where an exchange is unavailable, the simplest process may be:
Return the Eligible Item
Receive the Approved Refund
Place a New Order
This ensures the replacement product is purchased at its current price and availability.
PRICE ADJUSTMENTS
Prices may change because of:
Promotions
Seasonal Sales
Supplier Changes
Inventory
Market Conditions
PandaHomeMart does not automatically provide retroactive price adjustments unless specifically stated in the applicable promotion.
PRODUCT APPEARANCE
Product photography is intended to represent products as accurately as reasonably possible.
However, differences may occur because of:
Screen Settings
Lighting
Natural Material Variation
Wood Grain
Ceramic Glaze
Handmade Characteristics
Botanical Harvest Variation
Minor natural variation does not automatically make a product defective.
HANDMADE TEAWARE
Some teaware may include natural or handmade variation.
Examples include:
Slight Glaze Variation
Minor Color Differences
Small Shape Differences
Natural Ceramic Texture
Hand-Finished Details
These characteristics may be part of the product rather than manufacturing defects.
Significant structural damage, cracks, or functional problems are handled separately.
TEAWARE CAPACITY
Tea vessel capacities may be approximate.
Handmade or traditionally produced teaware can vary slightly from piece to piece.
Small capacity differences are not normally considered defects when they fall within reasonable production variation.
CHANGE OF MIND
We understand that sometimes a customer simply changes their mind.
For eligible non-consumable products, a return may be accepted within the applicable return window if the item remains:
Unused
Undamaged
Complete
In Original Condition
The customer is generally responsible for return shipping.
Opened consumable products remain non-returnable for change-of-mind reasons.
PRODUCT NOT AS EXPECTED
If a product is different from what you expected, first compare it with:
Product Description
Dimensions
Weight
Capacity
Product Images
Ingredients
Flavor Description
Natural Variation Information
If you believe the product materially differs from the listing, contact us with details and photos where appropriate.
REFUND ABUSE & FRAUD
PandaHomeMart reserves the right to review unusual return or refund activity.
Examples may include:
Repeated False Claims
Manipulated Damage
Returning Different Products
Fraudulent Chargebacks
Repeated Order-and-Return Abuse
False Missing-Package Claims
Unauthorized Return Shipments
Fraudulent activity may result in denial of refunds, account restrictions, or other appropriate action.
HOW TO REQUEST A RETURN
Please provide:
ORDER NUMBER
Your PandaHomeMart order number.
NAME
Name used when placing the order.
Email used at checkout.
PRODUCT
Product you would like to return.
REASON
Tell us why you are requesting the return.
PHOTOS
Required for damaged, defective, or incorrect products where applicable.
SUBMIT RETURN REQUEST →
RETURN REQUEST FORM
Full Name
Email Address
Order Number
Product Name
Reason for Request
□ Damaged Item
□ Incorrect Item
□ Missing Item
□ Defective Product
□ Change of Mind
□ Wrong Size / Capacity
□ Shipping Issue
□ Other
Has the Product Been Opened?
□ Yes
□ No
Has the Product Been Used?
□ Yes
□ No
Describe the Issue
Upload Photos
Where applicable.
SUBMIT REQUEST →
RETURN CHECKLIST
Before contacting us:
□ Is the order within 30 days of delivery?
□ Is the product eligible for return?
□ Is consumable packaging still sealed?
□ Is teaware unused?
□ Do you have the original packaging?
□ Do you have your order number?
□ Have you taken photos if the item is damaged?
FREQUENTLY ASKED QUESTIONS
HOW LONG DO I HAVE TO RETURN AN ITEM?
Eligible products may generally be requested for return within 30 days of delivery.
HOW LONG DO I HAVE TO REPORT DAMAGE?
Please report damaged, incorrect, or materially defective products within 7 days of delivery where possible.
CAN I RETURN OPENED TEA?
Generally no.
Opened tea is a consumable product and normally cannot be returned for preference-based reasons.
CAN I RETURN OPENED BOTANICALS?
Generally no.
Opened botanical products are normally non-returnable for food-safety reasons.
CAN I RETURN UNUSED TEAWARE?
Yes, eligible unused teaware may generally be returned within the applicable return period if it remains in original condition.
WHO PAYS RETURN SHIPPING?
For standard change-of-mind returns, the customer normally pays return shipping.
If PandaHomeMart made a verified fulfillment error, different arrangements may apply.
WILL MY ORIGINAL SHIPPING BE REFUNDED?
Original shipping is generally non-refundable for change-of-mind returns.
HOW WILL I RECEIVE MY REFUND?
Approved refunds are normally issued to the original payment method.
HOW LONG DOES A REFUND TAKE?
After PandaHomeMart issues the refund, banks or payment providers may require approximately 5–10 business days to post it.
CAN I EXCHANGE A PRODUCT?
Direct exchanges may not be available for every product.
You may be asked to return the eligible item and place a new order.
CAN I RETURN A SALE PRODUCT?
Yes, unless the product is specifically marked Final Sale or otherwise non-returnable.
CAN I RETURN A FINAL SALE PRODUCT?
Generally no, except where required by law or in cases involving confirmed defects or fulfillment errors.
CAN I RETURN AN INTERNATIONAL ORDER?
Eligible international returns may be accepted, but return shipping and customs costs may apply.
Contact us before shipping anything back.
CAN I RETURN A WHOLESALE ORDER?
Wholesale returns follow separate rules.
Unsold inventory is not generally returnable.
WHAT HAPPENS TO DISTRIBUTOR COMMISSION IF AN ORDER IS REFUNDED?
Commission associated with the refunded merchandise is adjusted or reversed.
WHAT IF MY ITEM ARRIVES BROKEN?
Contact us within 7 days with your order number and photos of the product, packaging, and shipping label.
WHAT IF I RECEIVED THE WRONG PRODUCT?
Contact us and provide a photo.
If we confirm a fulfillment error, we will arrange an appropriate solution.
NEED HELP BEFORE RETURNING?
Sometimes a product issue can be solved without a return.
For tea:
TEA GUIDE →
For brewing:
RECIPES & PAIRINGS →
For choosing teaware:
TEAWARE SELECTION GUIDE →
For delivery questions:
SHIPPING INFORMATION →
For personal assistance:
CONTACT US →
OUR APPROACH TO RETURNS
Fair to Customers. Responsible With Products.
We want our return policy to protect both customer confidence and product integrity.
That means:
We take genuine damage seriously.
We correct verified fulfillment mistakes.
We allow eligible unused products to be returned.
And we do not resell opened consumable products as new.
This helps protect every PandaHomeMart customer.
NEED TO START A RETURN?
Have your order number ready.
Tell us what happened.
Include photos when relevant.
We will review the request and explain the next step.
START A RETURN REQUEST →
PandaHomeMart
Tea · Botanicals · Teaware · Eastern Living