Returning goods

1.1 You have the right to return any goods that do not suite you within 14 days from the date of acceptance of the delivery - as defined HERE.

1.2 You are responsible for checking the quantity and quality of goods during delivery and, in the event of defective or non-conforming goods, you are required to notify Pandora immediately upon receipt of goods. If the product you bought is really defective, Pandora can fix it, replace it, or refund your money, in accordance with your legal rights as defined here.

Refund Procedure

Send us an e-mail to, with the number of the invoice/delivery note, and the number of the EUR current account.

Once you have sent us all the necessary information, we will send you documentation, and the refund procedure, to the e-mail address you provided at the time of order placement.

Refunds are made exclusively in the above manner, by a transfer to an EUR current account, please be advised that we do not send money by courier.

In the event of a return of goods and/or a refund to a customer who executed a payment using a payment card, in part or in full, and regardless of the reason for the return, will make the refund through a Visa, EC/MC, or Maestro payment method. This means that the bank will make a refund to the cardholder’s account at the seller's request.

The delivered item, without prior contact and agreement with Internet Store operators, mentioned above, cannot be changed/money requested at any of the retail stores, or sent to the addresses indicated on the invoice/delivery note.


Any such package will be returned to the sender at its own cost.


proposal for its resolution, and the deadline for its resolution, while the resolution of a complaint is possible only with prior consent of the consumer.

The seller is required to act in accordance with a decision, proposal and deadline for resolving the complaint, if prior consent has been received from the buyer. Therefore, the buyer will give its consent, as soon as possible after receiving the seller's response to the complaint, so that the seller can settle the complaint within the aforementioned statutory deadline. Untimely consent from the buyer will be considered as one of the objective reasons why the seller is unable to meet the buyer's request within the statutory deadline.

In the event that, for objective reasons, the seller is not able to satisfy the buyer's request within the agreed deadline, he will be required to inform the buyer about the extension of the deadline for resolving the complaint and indicate a new deadline within which the complaint will be resolved, as well as to obtain his/her consent, to be promptly provided by the buyer. Extending the deadline for resolving a complaint is possible only once.

If the buyer does not accept a replacement of the item, with another appropriate one, the buyer will be given a refund.

You can download the complaint form here.