Refund Policy

 

Returns, Exchanges, and Cancellations

For PANERO defects, exchanges and returns are handled via our official LINE account in Japan and by email or chat for overseas orders. In these cases, return and exchange shipping costs are covered by us.

We cannot accept cancellations, refunds, returns, or exchanges for customer-related reasons such as the wrong size, no longer needed, changed condition, minor stains or damage, wear after use, odor, threads, color differences from expectations, custom-made items, or other similar cases. As we handle handmade pieces, slight marks or loose threads are not treated as defects. Please review your order carefully before purchasing.

Additional fees beyond the item price may include bank transfer fees, consumption tax, shipping, customs duties and local taxes, and handling fees charged by importers for overseas purchases, as well as return shipping, customs duties, and consumption tax for exchanges.

While we do our best to guide you to the correct size, measurements may vary by about 1~3cm due to individual differences, construction, and materials. Please allow for this in advance.

If an item is found to be defective and you do not contact us or return it within 7 days of delivery, we may not be able to assist. Please understand this in advance.

Size exchanges are accepted only within 7 days of delivery. In that case, items must be tried on only, with all tags still attached, and for shoes, only unworn indoors. If the requested size is out of stock, we may not be able to accept the exchange. Return shipping costs are the customer’s responsibility. If the exchange item has been shipped for more than 7 days, we cannot accept the exchange. Please contact PANERO’s official LINE account if you would like to request an exchange.

For 福袋商品(BOX類), as they are offered at a special price, size exchanges are not accepted except for items priced at ¥99,000-BOX. Items without sizes are also not available. Please review the contents carefully before purchase and place your order only after agreeing to these terms.

Some of the items handled in this shop are used items, excluding PANERO brand products. If the item is used and has minor damage beyond what we consider acceptable, we may refuse the return. Thank you for your understanding.

Delivery may be delayed from the scheduled date due to shipping conditions. Please understand this in advance.

Address changes after shipment can be handled if you contact us immediately after placing your order. However, once warehouse dispatch preparation is complete, changes may no longer be possible even if you have not yet received a shipping notice. Depending on the carrier’s service office, a change may also incur a forwarding fee. In such cases, the forwarding fee will be charged to the recipient upon delivery, so please note this in advance.

Items returned to our store due to absence, refusal, or other delivery issues will be held for 30 days from the date of return. If we do not hear from you within that period, the item will be disposed of and no refund will be issued.

To prevent swaps and confirm item condition, PANERO photographs every product during pre-shipment inspection. Please understand this in advance.

 When placing an order, please proceed only after understanding the points above.