PaneHalo offers 30-day free returns and exchanges for purchases made at panehalo.com. Contact us within 30 calendar days after delivery to request a return or exchange.
What “free” means
PaneHalo covers return shipping through the prepaid label we provide and covers the shipping cost of an approved exchange replacement. We do not charge a restocking fee.
For a change-of-mind return, the original US$4.90 delivery charge is not refunded. If the return is due to an item that arrived damaged, defective or incorrect, we will also refund the original delivery charge.
How to start a return
• Email support@panehalo.com with your order number, the email used at checkout and whether you would like a refund or exchange.
• We will provide a prepaid return label and return instructions, including the correct return address.
• Pack the product securely with the accessories supplied with it. Use the original packaging if available, or suitable protective packaging.
• Send the parcel using our return label and keep the shipping receipt until your request is completed.
Please contact us before returning an item. The address on the original parcel may not be the return address. If you cannot use the supplied label, contact us before purchasing postage so we can arrange an alternative.
Trying the product
You may open and reasonably try the product in accordance with its instructions. Please return the product and supplied accessories, and tell us if any item is missing or damaged so we can help with the next steps.
Damaged, defective or incorrect items
If your item arrives damaged, does not work as expected or is different from what you ordered, contact us. Photos or a short video can help us resolve the issue. We will arrange the appropriate return, replacement or refund without charging you return shipping.
Refunds
Once we receive and review the return, we will email you about the refund. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to post the credit. Contact us if you need an update.
Exchanges
Exchange replacements depend on availability. If a replacement is unavailable, we will offer a refund instead. We will confirm the next steps by email.
Your rights
This policy does not limit any rights or remedies available to you under applicable consumer law. For help with a concern outside the 30-day window, contact support@panehalo.com.