Refund Policy

 

Returns, Exchanges & Cancellations

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

・We are unable to accept cancellations, refunds, returns, or exchanges after purchase for reasons such as sizing issues, change of mind, condition being different from expected, minor stains or damage, wear-related dirt, odor, loose threads, color differences, custom orders, or other customer-related reasons.(As we handle handmade items, small marks or loose threads are not considered defects. Please review carefully before purchase.

・Additional charges beyond the product price may apply: bank transfer fees, consumption tax, shipping fees, customs duties and local taxes, importer handling fees (for customers purchasing from outside Japan only), and exchange-related shipping, customs duties, and consumption tax.

・While we do our best to guide you to the correct size, slight differences of about 1-3cm may occur due to individual product differences, manufacturing methods, and materials. Please understand this in advance.

・If a product is defective upon arrival, please contact us and return it within 7 days of delivery. We may not be able to assist if we do not hear from you within that period.

・Size exchanges are accepted only within 7 days of delivery. In such cases, items must be tried on only, with the paper tag still attached, and shoes must have been worn indoors only. Please note that exchanges may not be possible if the requested size is out of stock. Return shipping costs are the customer’s responsibility. If the exchanged item is shipped after 7 days, the exchange cannot be accepted. Customers wishing to exchange items should contact us via PANERO’s official LINE account.

・For lucky bag items (BOX category), size exchanges are not accepted for items priced under ¥99,000-BOX due to special pricing. In addition, items without size options are not eligible. Please review the details carefully before purchase and place your order only after fully understanding these terms.

・Some items sold in our shop are used products. (Except for PANERO brand items) If an item is deemed used and has minor damage beyond the acceptable range, we may not be able to accept a return. Thank you for your understanding.

・Delivery may be delayed due to shipping disruptions. Please understand this in advance.

・Address changes after shipping can be handled if you contact us immediately after placing your order. However, if shipping preparation from our warehouse has already been completed, changes may no longer be possible even if no shipping notice has been sent. Please note that changing the address may also require a redirection fee charged by the courier, depending on the destination office. In that case, the recipient will be responsible for the redirection fee.

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

At PANERO, we photograph all items during pre-shipment inspection to verify swaps and product condition. Thank you for your understanding.

 By placing an order, you agree to the terms above and proceed with your purchase on that basis.