Policies
Returns, Refunds & Cancellations
If something isn't right with your order, we'll make it right. This page explains how.
On this page
At a glance
- Return window
- 7 days from delivery
- Damaged, defective, wrong or missing item
- Free replacement or full refund. We arrange pickup at no cost.
- Changed your mind
- To be confirmed See “Changed your mind” below.
- How to start
- WhatsApp +91 87996 33536 or email support@pandaxglobal.com
- Refund starts
- Within 2 working days of approval (or of the item passing our check, if it's coming back)
- Refund lands
- UPI: usually 1–3 working days. Cards / net banking: usually 5–7 working days. COD: by bank transfer or UPI within 5–7 working days.
1. When you can return an item
Damaged, defective, wrong or missing items
Report it within 7 days of delivery. Transit damage (a crushed box, a cracked part) should ideally be reported within 48 hours, so we can claim it from the courier.
This covers:
- The product arrived damaged.
- It doesn't work out of the box (for example, it won't power on, charge or pair, even after following our setup guide with our support team).
- You received the wrong product or colour.
- Something listed in "What's in the box" is missing.
We'll replace it, or refund you in full if you prefer or if we can't replace it. You don't pay for return shipping.
Changed your mind Policy to be confirmed
You can return a product within 7 days of delivery if:
- It's unused and, for the smart lock, not installed (no holes drilled or door cut for it).
- It comes back with all accessories, manuals, keys, cards and the original box.
- The doorbell has been removed from your Smart Life account (so the next owner can pair it).
Return pickup cost for change-of-mind returns: To be confirmed
Smart lock that doesn't fit your door
Please check your door before ordering: thickness 35–65 mm, and suitable for a mortise lock. If our technician visits and finds your door can't take the lock before any drilling or cutting starts, we'll take it back and refund you in full, with free pickup.
2. What we can't take back
- A lock that has been installed and works as it should (the door has been cut for it), unless it's faulty — then our warranty covers it.
- Products damaged after delivery by accident, misuse, water, a fall or an unauthorised repair.
- Products with missing parts that were delivered complete.
- Consumables you bought separately, such as AA batteries or a microSD card.
If a product develops a fault after the return window, it's covered by our warranty instead.
3. How to raise a return
- Message us on WhatsApp (+91 87996 33536) or email support@pandaxglobal.com with your order ID and what went wrong.
- Share photos or a short video of the problem. If you recorded an unboxing video, please send it — it helps us decide quickly. No video? Contact us anyway. We'll still look into it fairly.
- Try a quick fix with us. Many "not working" issues are Wi-Fi or app settings. We'll take 5–10 minutes to check with you on call or WhatsApp. If it's still not right, we go ahead with the return.
- We'll give you a return reference and arrange a pickup from your address.
- Pack it with everything that came in the box. Keep the return reference handy for the pickup partner.
- We check it within 2 working days of receiving it, then send the replacement or start your refund.
For damaged or wrong items, we may approve your refund or replacement from your photos alone, without waiting for the item to come back.
4. Refunds
When your refund starts
We start the refund within 2 working days of approving it.
Where it goes and how long it takes
| How you paid | Where the refund goes | Usually reaches you in |
|---|---|---|
| UPI | Same UPI account | 1–3 working days |
| Debit / credit card | Same card | 5–7 working days |
| Net banking / wallet | Same account | 5–7 working days |
| EMI | Your card issuer reverses the EMI | As per your bank |
| Cash on Delivery | Bank transfer (NEFT/IMPS) or UPI to the account you share with us | 5–7 working days after you share details |
These times depend on your bank after we've sent the money. We'll share the refund reference (for example, the Razorpay refund ID or UTR) so you can follow up with your bank.
Partial refunds
If a change-of-mind return comes back with a missing part, we'll tell you before deducting anything, and explain how much and why.
5. Replacements
A replacement ships once the original is picked up, or sooner for clear transit damage. If the same product is out of stock, we'll refund you in full.
6. Cancellations
- Before dispatch: cancel for free. Prepaid orders get a full refund.
- After dispatch: you can refuse the delivery. Once it returns to us, prepaid orders get a full refund.
- If we cancel: we'll tell you why and refund you in full.
We don't charge cancellation fees.
7. Exchanges
We don't run direct exchanges for a different product. Return it (if eligible) and place a new order. For a faulty unit, we replace it with the same product.
8. Orders from Amazon or other stores
If you bought PandaX on Amazon or another store, returns follow that store's policy. Our warranty still applies, and we're happy to help with setup.
Contact
- WhatsApp / phone: +91 87996 33536
- Email: support@pandaxglobal.com
- Hours: Mon–Sat, 10 am – 7 pm IST
PandaX Consumer Private Limited, A-703, The Status, Sama–Harni Link Road, Harni, Vadodara, Gujarat 390022