Refund policy

Returns:

 

Return Period

We have a 30 day return period on all watches purchased directly from Pangino. This time period begins once the tracking indicates the item has been delivered.

 

Item Condition

We only accept returns for new, unused, and unsized items. In order to be eligible for a return, the watch needs to have its wrapping and protective coverings unremoved. All other included elements must also be new and unused, with their protective coverings unremoved. We cannot accept returns for items that have been used, worn, sized, or altered in any way. All originally included items must be present.

We reserve the right to refuse to accept returns for items that do not meet the criteria listed here. Returned items that do not meet the criteria listed here will be sent back to the sender without a refund.

 

Requesting a Return

Only the original purchaser can initiate a return request. You can initiate a return request by using our contact form. Please select “return request” as the reason for contacting us, and include the reason for your return request in your message. We will get back to your request within 1-2 business days. We must expressly approve the return of any items beforehand. We will not accept any returned items we have not approved of beforehand. 

 

Where to Return the Item

If your return request is approved, you will then be provided a USPS shipping label with the address to ship the return to on it. It may or may not differ from the return address on the original label.

 

Shipping and Restocking Costs

For returns where Pangino is responsible for the return being needed (such as for the arrival of an incorrect or damaged item), we will cover the cost of shipping and provide the shipping label. No restocking fee will be charged in these instances. However, any paid shipping fees on the original order will not be refunded.

For returns where the customer is responsible for the return being needed (such as for issues of buyer's remorse, ordering of the wrong item, ordering an incorrect size, or simply no longer needing the item), then the customer will be responsible for covering the cost of shipping and labor to restock the item, which is a flat fee of $20 per watch ordered. We will still provide the customer with the shipping label, however this $20 amount per watch ordered will be deducted from the total amount refunded. Additionally, any paid shipping fees on the original order will not be refunded.

 

Packaging and Shipping Your Return

If the original packaging has been unopened and is in good condition, you can simply place the new label over the old one and ship it out by taking it to USPS. We strongly advise printing the label out as a thermal label. If you can only print it out as a normal paper label, then it should be placed over the old label using packaging tape, but make sure the tape does not cover important elements on the label itself, such as the address or barcode. We reiterate that we strongly recommend using a thermal label instead, owing to its overall stronger qualities than a normal paper label. If you have to use a normal paper label, we recommend including an additional address label with the delivery and return address inside the package in case the outside label becomes damaged or falls off.

If the original packaging has been opened, then unfortunately we cannot guarantee being able to accept a return in every instance. We may ask for photos first before approving a return. If only the external packaging has been affected, but the watch storage box and the exterior box immediately surrounding it are in good condition, and all other elements such as the watch and any other included items are new, unused, and still have their protective coverings on, we usually will accept a return. Again though, if the packaging has already been opened, we cannot guarantee being able to accept a return in every instance.

If the return is approved, the watch and all included items should be placed in the watch storage box and the exterior box immediately surrounding it, which itself should then be placed securely inside a new, unused, sturdy weather-resistant corrugated box (like the original box it came in). If the box being used is substantially larger than the items being placed in it, cushioning should also be used to prevent the items from moving around. Packaging tape should be used to close and seal it completely. Then, the label should be placed on the package.

Again, we strongly advise printing the label out as a thermal label. If you can only print it out as a normal paper label, then it should be placed on the package using packaging tape, but make sure the tape does not cover important elements on the label itself, such as the address or barcode. We reiterate that we strongly recommend using a thermal label instead, owing to its overall stronger qualities than a normal paper label. If you have to use a normal paper label, we recommend including an additional address label with the delivery and return address inside the package in case the outside label becomes damaged or falls off. After the item has been securely packaged and the label has been added, you will then need to take it to USPS to ship it out.

It is the responsibility of the customer to ensure the item arrives undamaged and in its original condition. If the item arrives damaged due to negligent packaging on the part of the customer, we will return it to the sender without a refund.

 

Receiving a Refund

After confirming that the returned item has arrived in new, unused, unsized, and undamaged condition (a process which can take up to 10 business days), we will process your refund. We can only send the refund to the original payment method used on the order. Once the refund is sent, when it is actually received depends on the payment method used, as it will take some time to appear on statements. This time frame is entirely up to the payment processor.

 

Online Gift Card Refunds

Unused online gift cards can be refunded within 30 days of the purchase date at the purchaser's request. Only the original customer that purchased the online gift card can request a refund, not the recipient that it was gifted to. If the refund request is approved by us, the value of the online gift card will be refunded to the original customer. We can only send the refund to the original payment method used to purchase the online gift card.

 

Cancellations:

 

Requesting a Cancellation

You can use our contact form to request a cancellation. Select "order alteration request" as the reason for contacting us, and include the reason for your cancellation request in your message. We will get back to your request within 1-2 business days.

 

About Order Cancellations

An order can only be canceled if it has not been shipped yet. Once shipped, it cannot be canceled. If you have received a tracking number, the item has been handed off already and is no longer in our possession, regardless of the status indicated in the tracking. Even if it states only the label has been generated, the item has still already been handed off to the carrier, but they have simply not scanned it yet.

If the tracking number has been added to your order, this means we have already handed off the item to the carrier previously, and no exceptions can be made to cancel the order. Even if a tracking number has not yet been made available to you, this does not always mean that the item has not been shipped. The item may have already been shipped, but we may have not yet had time to add the tracking to your order.

The only way to be sure of whether your item has been shipped or not, and if a cancellation is possible, is by contacting us directly. If your item hasn’t been shipped yet, and a cancellation is possible, your order will be refunded to your original payment method. Once the refund is sent, when it is actually received depends on the payment method used, as it will take some time to appear on statements. This time frame is entirely up to the payment processor.

If a cancellation is not possible because the order has already been shipped, and if you still no longer want the item once it arrives, then please initiate a return request as soon as possible and wait for it to be approved by us. It must be initiated within our 30 day return period, which begins once the tracking indicates delivery. After the item arrives, do not open the package at all.

If you change your mind regarding a cancellation request, and instead want to keep the item once it arrives, please let us know. Once the item arrives, you can keep it, open it, and enjoy it, with no further action being needed. It should be noted that once you use the item, a return will no longer be accepted for it.

 

Alterations:

 

Order Item Alterations

It is possible to change the item ordered, only if the item has not yet been shipped. Please fill out the contact form on our contact us page, and select "order alteration request" as the reason for contacting us, and state the new item you would like in your message.

If you'd like to change the item ordered to one of a higher price, then you will be emailed an invoice to pay the additional amount needed (the difference in price between the new item and the old item). Once paid, the new item will enter processing again, and will be shipped within 1-2 business days from the time the new invoice has been paid, regardless of when the original order was placed.

If you'd like to change the item ordered to one of a lower price, then the difference in price between the old and new item will be refunded to your original payment method. The new item will then enter processing again, and will be shipped within 1-2 business days from the time the order item alteration was made, regardless of when the original order was placed.

 

Order Address Alterations

If you need to change the shipping address on your order, please reach out to us using our contact form as soon as possible. Select "order alteration request" as the reason for contacting us, and include the new shipping address in your message. The shipping address on your order can only be changed if the item has not been shipped yet.

If the item has already been shipped, then please refer to the "Incorrect Addresses and Misdeliveries" section of our shipping policy for more information. It is the sole responsibility of the customer to provide us with their correct shipping address at checkout. Pangino cannot be held responsible for anything that results from the customer’s failure to do so.