Refund policy

Refund & Returns Policy (Panolina UG)

Last updated: 17.08.2026

1. Overview

This Refund & Returns Policy applies to purchases made from Panolina UG (the “Seller”) via https://panolina.com (the “Shop”). It complements our Terms of Service / AGB, Privacy Policy, and Withdrawal Policy (Widerrufsbelehrung).

For consumers in the European Union, mandatory statutory rights – in particular the 14‑day right of withdrawal and statutory warranty rights (Gewährleistung) – remain unaffected by this policy.

2. Voluntary 30‑Day Return Right

In addition to your statutory rights, we offer a voluntary 30‑day return right:

  • You have 30 days from the day you (or a third party you named, other than the carrier) received the item to request a return.

  • To be eligible, the item must be:

    • In the same condition as received

    • Unworn, unused, with tags attached

    • In its original packaging

    • Accompanied by receipt or proof of purchase

This voluntary right does not affect your statutory right of withdrawal (see Section 4).

3. How to Request a Return

To start a return:

  1. Contact us at info@panolina.com within the applicable return period (30 days for the voluntary right; 14 days for statutory withdrawal).

  2. Provide your order number, the item(s) you wish to return, and the reason.

  3. We will confirm whether your return is eligible and send you:

    • A return authorization

    • Instructions on how and where to send the package

    • If applicable, a prepaid return shipping label

Important: Items sent back without first requesting a return and receiving instructions may not be accepted.

Return address:
Panolina UG
Halmstr. 13
81369 München
Germany

4. Statutory Right of Withdrawal (EU Consumers)

If you are a consumer in the European Union, you have a legal right of withdrawal within 14 days from the day you (or a third party you named, other than the carrier) received the goods, without giving any reason.

  • To exercise this right, you must send us a clear statement (e.g. by email or via our withdrawal button if available).

  • Detailed information, including the model withdrawal form (Muster‑Widerrufsformular), deadlines, and consequences, is set out in our separate Withdrawal Policy (Widerrufsbelehrung), which forms part of this policy.

For customers in Germany:
From 19 June 2026, we provide a digital withdrawal button (Widerrufsbutton) in the Shop that allows you to submit your withdrawal in accordance with § 356a BGB. Use of this button is optional; you may also withdraw by email or post as described in the Withdrawal Policy.

Condition of goods:
For the voluntary 30‑day return right, we require items to be unworn/unused with tags and original packaging. For the statutory 14‑day withdrawal right, you must handle the goods with reasonable care; you are liable only for any loss in value resulting from handling beyond what is necessary to ascertain the nature, characteristics, and functioning of the goods.

5. Return Shipping Costs

  • For returns under the voluntary 30‑day return right, you bear the direct cost of returning the goods, unless we explicitly agree otherwise (e.g. we provide a prepaid label as a service).

  • For returns under the statutory 14‑day withdrawal right:

    • If we have clearly informed you before ordering that you must bear the return shipping costs, you will bear those costs.

    • If we have not informed you accordingly, or if we agreed to bear the costs, we will pay the return shipping costs.

We will specify the exact allocation of return costs in the checkout process and/or in the order confirmation.

6. Damages, Defects and Wrong Items

Please inspect your order upon delivery. If an item is:

  • Defective,

  • Damaged, or

  • Not the item you ordered,

contact us immediately at info@panolina.com. We will evaluate the issue and offer an appropriate solution (repair, replacement, price reduction, or rescission) in line with statutory warranty rights.

This does not affect your right of withdrawal or voluntary return rights.

7. Exceptions / Non‑Returnable Items

Certain items are excluded from the voluntary 30‑day return right, in particular:

  • Perishable goods (e.g. food, flowers, plants)

  • Custom or personalized products made to your specifications or clearly customized

  • Personal care goods where hygiene protection prevents return (e.g. opened beauty products)

  • Hazardous materials, flammable liquids or gases

  • Items that, by their nature, are inseparably mixed with other items after delivery

  • Sealed audio/video recordings or software where the seal has been removed after delivery

These exclusions are based on statutory exceptions to the right of withdrawal under EU law.

Important:
Even for such items, your statutory warranty rights for defects remain fully intact.

Sale items and gift cards:

  • Our voluntary 30‑day return right may be limited or excluded for sale items and gift cards, where permitted by law.

  • However, this does not limit your statutory 14‑day right of withdrawal as an EU consumer, except where statutory exceptions apply (e.g. gift cards that qualify as “sealed audio/video/software” or other specific categories under applicable law).

8. Exchanges

We do not operate a separate “exchange” process. The fastest way to get a different item is:

  1. Return the original item (under the voluntary 30‑day right or statutory withdrawal right).

  2. Once the return is accepted, place a new order for the desired item.

If you prefer, you can contact us at info@panolina.com and we will try to coordinate timing where possible.

9. Refunds

Once we receive and inspect your return, we will:

  • Notify you by email whether the refund is approved or rejected.

  • If approved, issue the refund to your original payment method:

    • Within 14 days from the day we received the returned goods or from the day you provided proof that you sent the goods back, whichever is earlier (as required by EU law for withdrawal returns).

    • For voluntary 30‑day returns, we aim to process refunds within 10 business days after approval, unless legal deadlines require faster processing.

Please note that your bank or card issuer may need additional time to post the refund to your account.

If more than 15 business days have passed since we approved your return and you still have not received the refund, please contact us at info@panolina.com.

Deductions:
We may reduce the refund amount if the value of the goods has diminished due to handling beyond what is necessary to inspect the goods, or if you have used the goods beyond mere inspection. This does not apply to statutory withdrawal returns unless you have been informed accordingly and the reduction is legally permitted.

10. Contact

For any questions about returns or refunds, please contact us at:

Panolina UG
Email: info@panolina.com
Halmstr. 13
81369 München
Germany