Refund, Returns and Exchanges – Phat Panda Products

Refund, Returns and Exchanges

* Under no circumstances will a refund or exchange be applicable if damage to the phone cover was caused by user error, such as putting the phone cover on incorrectly, or the user dropping his/her phone causing the cover to break
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please ensure that you check your order on the same day it is delivered to you. Should there be any damage in transit we need to notify the courier company on the same day. Any later and neither Phat Panda, nor the courier service will be held liable. to To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. It is the responsibility of the purchaser to return the goods to our address: 12 Njala Street, Randpark Ridge, Randburg, Johannesburg. Customised goods cannot be returned. Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Our products should not be exposed to heat or excessive sunlight for any extended period of time as this can cause damage and weaken the product / wood. We will not accept back defective units due to the above exposure and subsequent damage.
Sunglasses: Some users are affected by polarised lenses. If you receive sunglasses and you are affected by the polarisation, you may return the item. If your sunglasses do not fit, you may return the item. Please note that it is the responsibility of the purchaser to return the item to: 12 Njala Street, Randpark Ridge, Randburg, Johannesburg. Please inform us prior to sending the products back

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
Customised Products
On Sale Items
To complete your return, we require a receipt or proof of purchase.  
There are no refunds and returns on SALE items

Late or missing refunds (if applicable):
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.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable):
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

To return your product, you should mail your product to: 12 Njala Street Johannesburg  ZA 2164
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs 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.


Our products are only guaranteed for manufacturer defects. Because most of our products are made from wood or bamboo, if they get dropped, they could break.  Please take care of your Phat Panda products. Please ensure you inspect your products when you receive them.

Watches: have a warranty of 6 months on the mechanism only. If there is any damage on the watch that is due to abuse, or an accident, the warranty will not cover this. i.e cracked face, broken straps etc.  


The covers are made of real wood with durable TPU rubber. The cases are as durable as they are looked after. Your case MAY NOT SURVIVE AN IMPACT FROM DROPPING YOUR DEVICE and thus we do not cover drops in our warranty. The cover is there to protect your phone but mostly as an accessory. While we believe our products to be as durable as possible for natural materials, if you are prone to dropping your smartphones/tablets we urge you to purchase a bulky rubber type phone case.


Due to variations in monitor/screen settings and the wide variation in natural material, images on the website will not match the actual products shipped. The beauty of natural materials is that the are unique. Color/grain dissatisfaction will not be a valid reason for a return.


All exchanges will be made only with the identical product ordered. Offers for replacements or discounted replacements are only valid when the exact product is still in production and not discontinued or out-of-stock. At any time, we reserve the right to place products out-of-stock or to discontinue them indefinitely. Exhanges, Replacements, or Refunds will not be given on any customised products, unless there is a manufacturer defect. The customised engraving cannot be refunded. We will send a replacement unit for a defective unit once the unit is returned to  12 Njala Street, Randpark Ridge, Randburg, Johannesburg, at the cost of the purchaser. We will send a new unit to the purchaser at our cost. 

Refunds, Replacements and Exchanges, will only be processed once we have received the product back. If we find the product is defective upon assessment, we will send a replacement to the purchaser at our cost. 

A manufacturer defect will usually show immediately, so please ensure that you inspect your product when you receive it. Our products are made from natural materials, and therefore are not always as durable as plastic etc. If you drop one of our products, they may break. Exchanges/Replacements/Refunds will not be processed in cases such as this. 

Process of an exchange, replacement or refund: If you wish to exchange your product, it will need to be returned to us at your cost, we will either assess the product if there is a defect and exchange the product. Courier charges will be at your cost. If the reason for the exchange is due to us, we will cover the courier charges of sending the product back to you, otherwise the purchaser will be responsible for all shipping costs. A replacement product will only be given once the Phat-Panda product is returned to us, and we have assessed the product to ensure there is a manufacturer defect. 

We are not responsible for damage of any type to hardware or devices not made by us, such as smartphones or tablets used with our products. Our warranty excludes, without limitation, any scratching or surface damage to any product not by us. Additionally, we are not responsible for any costs of replacing personal property or costs of recovering or reproducing any program or data stored in a device used with or carried in one of our products.


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