Cancellation & Refund Policy

Please Note

This Cancellation and Refund Policy applies to purchases made through PandaVoyage. Because we offer both travel services and physical products, different cancellation, return, and refund terms may apply depending on the type of product or service purchased.

Part 1: Travel Services

Booking Cancellation

Customers may request to cancel a travel service booking by contacting PandaVoyage at support@pandavoyage.com. Cancellation requests must include the booking/order number, customer name, travel date, and reason for cancellation.

Cancellation requests are only considered received once confirmed by PandaVoyage in writing.

Cancellation & Refund Terms

  • Cancellation made 30 days or more before the travel date: Eligible for a full refund, excluding any non-refundable costs, transaction fees, supplier fees, or service charges.
  • Cancellation made 14–29 days before the travel date: Eligible for an 80% refund, excluding any non-refundable costs, transaction fees, supplier fees, or service charges.
  • Cancellation made 8–13 days before the travel date: Eligible for a 50% refund, excluding any non-refundable costs, transaction fees, supplier fees, or service charges.
  • Cancellation made within 7 days of the travel date: Non-refundable, unless otherwise stated in the specific service description.
  • No-shows or same-day cancellations: Non-refundable.

Changes to a Booking

Customers may request changes to their travel date, itinerary, number of travelers, or service details by contacting PandaVoyage as early as possible. We will do our best to accommodate change requests, but changes are subject to availability, supplier approval, price differences, and any applicable change fees.

Cancellation by PandaVoyage or Service Provider

In rare cases, PandaVoyage or its service providers may need to cancel, reschedule, or adjust a travel service due to weather, safety concerns, government restrictions, attraction closures, supplier issues, transportation disruptions, or other circumstances beyond our control.

In such cases, we may offer an alternative arrangement, rescheduling option, travel credit, or refund, depending on the situation and applicable supplier policies.

Refunds for Travel Services

Approved refunds for travel services will be processed back to the original payment method within 5 business days. Please note that banks, credit card providers, and payment processors may require additional time to post the refund to your account.

If it has been more than 10 business days since your refund was approved and you have not received it, please contact us at support@pandavoyage.com.

Important: Some travel services may have different cancellation or refund terms due to supplier requirements, seasonal conditions, special events, or customized arrangements. If a specific service page states different terms, the terms listed on that service page will apply.

Part 2: Physical Products

30-Day Return Policy

We offer a 30-day return policy for eligible physical products. This means you must request a return and ship the item back to us within 30 days of the original order date.

Damaged, Defective, or Incorrect Items

Please inspect your order carefully upon delivery. If your item is defective, damaged, or if you received the wrong product, please contact us immediately at support@pandavoyage.com. We will evaluate the issue and work with you to provide an appropriate solution.

Return Eligibility

To be eligible for a return, the item must be in the same condition in which you received it. It must be unused, uninstalled, complete, and returned in its original packaging.

How to Start a Return

To initiate a return, please email us at support@pandavoyage.com with your order number and return reason. If your return request is approved, we will provide detailed instructions on how to send your package back.

Items returned without prior approval will not be accepted.

Return Shipping

Customers may use any available courier of their choice to return the product. We strongly recommend using a shipping service with a valid tracking number and keeping the shipping receipt as proof of shipment. PandaVoyage is not responsible for packages that are lost, delayed, or damaged during return transit.

Please ensure the item is securely packaged to prevent damage and include your order number inside the parcel to help us process your return more efficiently.

Customers are responsible for all return shipping costs and any related fees, unless the return is due to a confirmed defective item covered under our warranty.

Non-Returnable Items

The following items are not eligible for return:

  • Items that have been used, installed, modified, or damaged after delivery
  • Items returned without original packaging, hardware, accessories, or manuals
  • Products with missing parts
  • Custom-made, special-order, or personalized items
  • Clearance, final sale, or discontinued items
  • Electrical items that have been installed, connected, or tested in a way that may affect resale
  • Items damaged due to improper installation, misuse, neglect, or accidents
  • Products returned without proof of purchase
  • Items returned after the allowed return window
  • Open-box items that are no longer in resellable condition
  • Gift cards

Exchanges

The fastest way to receive the item you want is to place a new order and return the original item separately. Once your return is received, inspected, and approved, your refund will be processed according to our refund policy.

Refunds for Physical Products

Once we have received and inspected your returned item, we will notify you of the approval status. If approved, your refund will be issued to your original payment method within 5 business days.

Please note that your bank, credit card provider, or payment processor may require additional time to post the refund to your account.

If it has been more than 10 business days since your return was approved and you have not received your refund, please contact us at support@pandavoyage.com.