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Refund policy

At Pantara™, we want you to be completely satisfied with your purchase. If you need to return an item, please review our policy below. This policy applies to all orders placed on pantara.store.

1. Overview and Eligibility

Detail Status
Refunds Offered Yes
Exchanges Offered No (All sales requiring a different size/color must be processed as a return for a refund, followed by a new order.)
Eligibility Criteria Items must be unworn, unwashed, and in original condition with all original tags and the clear garment packaging (with SKU label) attached.

 

2. The Return Window

To qualify for a refund, your return request must be initiated and shipped back to us within a strict timeline:

  • Initiation Window: You must initiate the return request within 30 calendar days of the date your order tracking shows a "Delivered" status.

  • Shipment Window: The returned items must be shipped back to us (postmarked) within 30 calendar days of the return submission date.

  • Split Orders: If your order was delivered in multiple packages, the return window begins from the delivery date of the final package.

3. Non-Refundable Charges & Fees

  • Shipping & Handling Charges: Original shipping and handling fees are non-refundable.

  • Restocking Fee: Orders returned that do not meet the eligibility criteria (e.g., missing tags, worn condition, or returned outside the 30-day shipment window) may be subject to a 20% restocking fee, deducted from your final refund. We reserve the right to decline the entire return if the items are found to be unsaleable.

4. Return Shipping Costs

  • Customer Responsibility: Return shipping costs are the customer's responsibility unless the return is due to an error on our part (e.g., you received a damaged, defective, or incorrect item).

  • Damaged or Incorrect Items: If you received a damaged item or a shipping error occurred, please contact our Customer Support team immediately for a pre-paid return label.

5. Refund Processing

Once your return is received and inspected by our warehouse team, we will process your refund:

  • Inspection Period: Please allow 5–7 business days from the date your returned package is delivered to our facility for us to inspect the items and process the return.

  • Refund Confirmation: PANTARA will email you a confirmation once the return has been processed and the refund has been issued.

  • Issuance Time: Refunds are issued back to the original form of payment. Depending on your bank or credit card company, it may take an additional 3–5 business days after issuance for the funds to appear in your account.

6. Initiating a Return

To initiate a return, please contact our Customer Support team with your Order Number and the reason for the return.

Contact us for return address:
215 14th Ave San San Francisco, CA 94121, United States