Exchange, returns & refund


HOW DO I RETURN AN ITEM?

If you are not happy with your purchase and wish to return an item, please contact us within 7 days from receiving your order.

Please provide your order number as well as the reason for your return. Our customer service team will review the return request and will send further instructions if the return is approved.

Only items purchased directly from store.mypanamalive.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation.

Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Returns made without receipt may be refused. Trend Cove reserves the right to deny any return.

WHAT IF THE ITEM(S) I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a faulty unit, or the wrong product? Simply not satisfied with your order?

Please contact our Customer Support team (Contact Us Page) to start the return process.

Please include the following information:

  • Order number
  • Proof of purchase
  • Video or photo of the faulty product (if applicable)
  • Complete delivery address
  • Contact telephone number

 

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

HOW LONG IS THE RETURNS PROCESS FOR SPECIAL PROVIDER? 

Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees.

WHEN RETURNS ARE NOT ACCEPTED?

We cannot accept general returns for items for:

  • Change of mind
  • Remorse
  • Items ordered in error (including wrong quantity, design, or variant selected)
  • Exchanges for alternative design, product or size
  • Not as expected items
  • Unwanted items

Reasons to us for accept return

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

In the end you must assume the costs of return for not picking up your shipment or for making a mistake when writing your address.

Most of our unclaimed returns get donated to charity after 28 days (4 weeks).

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

WHEN WILL I RECEIVE MY REFUND? 

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Make sure to provide your order number and the modification you would like to make and we’ll confirm once the modification has been made. Please note that any orders that have already been packed or shipped cannot be modified or cancelled

    RETURNS OF OTHER COLLECTION

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs of "hand made in U.S.A. and apparel" are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you, may vary.