Returns & refunds, made clear.

1. Return eligibility

You may request a change-of-mind return within 14 days of delivery, subject to the product-condition requirements and applicable legal exceptions below.

Egyptian consumer protection rules also provide rights to exchange or return defective goods within 30 days of receipt, subject to the applicable rules. Warranty and other mandatory rights may continue beyond these periods.

The 14-day window concerns change of mind. It does not replace your rights when a product is defective, incorrectly supplied or damaged before delivery.

2. Product condition & what to include

For a change-of-mind return, please keep the product in the condition received and include:

• The original packaging and all supplied accessories, including the magnetic charger, guides and cards.
• Your proof of purchase or order number.
• Intact serial numbers and product identification labels.

Opened or used products should remain in a condition that allows resale. Where legally permitted, a change-of-mind return may be refused or a reasonable deduction may apply if use goes beyond reasonable inspection or the product has been damaged or altered in a way that prevents resale.

This may include pairing or registration that prevents resale; pairing or activation is not an automatic reason to remove your statutory rights.

When a return may not be accepted

• Misuse, accidental damage, liquid exposure or unsuitable environmental conditions that caused damage.
• Unauthorized disassembly, repair, modification or tampering.
• Damage from improper charging or use contrary to the product instructions.
• Missing required components, or removed or altered serial numbers and identification labels.

These conditions apply only to the extent permitted by law. Missing packaging, product use or an inspection decision cannot override mandatory rights concerning a defective or incorrectly supplied product.

3. Defective, damaged or incorrect items

Please contact us promptly if your Panda does not work on arrival, develops a manufacturing fault, arrives damaged, or differs from the product, color or quantity you ordered.

Tell us your order number, the product serial number and what happened. Photos or a short video may help us assess the issue or guide basic troubleshooting.

For delivery damage, photograph the outer shipping package, the product, its packaging and any affected accessories where possible. Keep the packaging until the issue is resolved.

Eligible defective-goods remedies are provided without additional cost as required by law. Troubleshooting and inspection do not remove your right to an exchange or refund where the law provides it.

4. How to request a return

Start with our support team. We will review your request and explain the return instructions and next steps.

1. Contact us by email, phone or WhatsApp using the details below.
2. Include your name, order number, product, purchase date and reason for returning it. Describe any issue and attach relevant photos or videos where available.
3. Wait for the return instructions before sending the product, then pack the product and its supplied items carefully. This process does not limit your statutory rights.

5. Inspection & exchanges

Returned electronics may be inspected for functionality, charging, physical condition, serial numbers, accessories, packaging and signs of misuse or unauthorized modification.

We will explain the assessment and the applicable remedy. This may be a replacement, an appropriate repair where applicable, or a refund. Mandatory rights and legal deadlines remain authoritative.

Exchanges depend on availability. If the requested replacement is unavailable, we may discuss an alternative or a refund as applicable. An alternative product will not be substituted without your agreement.

6. Refunds & shipping costs

After receiving and inspecting a returned product, we will notify you of the outcome. Inspection and processing remain subject to applicable legal deadlines.

Approved refunds use the applicable payment method. The time for the credit to appear can depend on your bank, card issuer or payment provider.

For cash-on-delivery orders, we may request the payment or bank details needed to arrange your refund with you.

7. App access & warranty

Each Panda Wearable currently includes 12 months of Panda Parent app access, as stated in our product offering. The service may involve account creation, device pairing, activation and setup.

If the digital service has been activated or materially used, the digital portion may not be refundable solely for change of mind where the law permits. This does not remove your mandatory rights for a defective physical wearable.

Some products may have a manufacturer or seller warranty. Coverage follows the supplied warranty terms and generally excludes misuse, accidents, unauthorized modifications and improper charging or installation. Statutory rights remain unaffected.

8. Your consumer rights & policy updates

Nothing in this policy excludes, restricts or reduces mandatory rights under Egyptian law. If the law gives you greater rights, those rights prevail over return conditions, deductions or inspection decisions in this policy.

We may update this policy as products, procedures or legal requirements change. The version in effect when you purchased generally applies to that purchase, subject to mandatory legal requirements.