Politique de remboursement

Refund Policy

RETURN AND REFUND POLICY

Last updated: December 23, 2025

1. Right of Withdrawal (14-Day Cooling-Off Period)

In accordance with Article L.221-18 of the French Consumer Code, you have a period of 14 calendar days to exercise your right of withdrawal, without having to justify your decision or pay any penalties. This period begins on the day you, or a third party designated by you, receive the goods.

To exercise this right, you must notify us of your decision to withdraw by means of an unambiguous statement (for example, by email at info@pandaesia.fr). You may use the withdrawal form template below, but this is not mandatory.

To meet the withdrawal deadline, it is sufficient to send your communication concerning the exercise of the right of withdrawal before the 14-day period has expired.

2. Return Conditions

To be eligible for a return, your item must be in the same condition in which you received it: unopened, unconsumed, unused, and in its original sealed packaging. Products must be returned complete and intact. Any product that has been damaged or whose original packaging has been altered will not be refunded or exchanged.

You must also provide proof of purchase (for example, the order number or invoice).

3. Return Process

To initiate a return, please contact us at info@pandaesia.fr. If your return request is accepted, we will provide you with instructions for shipping the package. Items returned without prior return authorization will not be accepted.

Return shipping costs are your responsibility. We recommend using a tracked shipping service to ensure that your return reaches us safely.

4. Exceptions to the Right of Withdrawal

In accordance with Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for contracts:

• For the supply of goods that are liable to deteriorate or expire rapidly (which is the case for the majority of our food products).
• For the supply of goods that have been unsealed by the consumer after delivery and cannot be returned for reasons of hygiene or health protection.

As a result, only non-perishable products returned in their original, perfectly sealed packaging may be eligible for a refund under the right of withdrawal.

5. Commercial Guarantee “Satisfaction or Refund – 30 Days” (No Return Required)

Independently of the legal right of withdrawal and the statutory guarantees in force, TRIGONO SAS offers, on a purely voluntary and commercial basis, a commercial guarantee referred to as “satisfaction or refund” for a period of 30 days from the date of receipt of the order.

This commercial guarantee:

  • is separate from and independent of the right of withdrawal provided for under Articles L.221-18 et seq. of the French Consumer Code;

  • does not replace the statutory guarantee of conformity (Articles L.217-3 et seq.) or the warranty against hidden defects (Articles 1641 et seq. of the French Civil Code).

Under this commercial guarantee only, certain food products may, on an exceptional basis, be eligible for a refund without any obligation to physically return the product, for reasons of hygiene and food safety.

6. Conditions and Limits of the Commercial Guarantee

The granting of a refund under the commercial guarantee is subject to the following cumulative conditions:

  • The request must be submitted within a maximum period of 30 calendar days from receipt of the order.

  • The refund is granted at the sole discretion of TRIGONO SAS, following review of the request.

  • Proof of purchase is mandatory (order number, invoice).

  • The customer may be asked to provide a brief justification for the request (without excessive formal requirements).

  • The commercial guarantee is strictly limited to one (1) refund per customer per order.

  • TRIGONO SAS reserves the right to refuse any request in the event of abuse, repeated requests, or manifest bad faith.

Products that are partially or fully consumed may be eligible under this guarantee only within the strict limits defined above.

7. Damaged or Incorrect Items

Please inspect your order upon receipt. Contact us immediately at info@pandaesia.fr if the item is defective, damaged, or if you received the wrong item. Please include a photo of the issue so that we can assess the situation and offer an appropriate solution (replacement or refund).

8. Exchanges

We only replace items if they are defective or damaged upon arrival. If you wish to exchange an item for the same product, please email us at info@pandaesia.fr.

9. Refund Processing

All refunds, whether issued under the right of withdrawal or under the commercial guarantee, are processed exclusively via the Shopify platform and refunded to the original payment method used at the time of purchase.

Once the refund request has been approved:

  • the refund is generally processed within a maximum of 14 days;

  • additional delays may apply depending on banks or payment service providers, independently of TRIGONO SAS.

No refunds will be issued in cash, via alternative transfer methods, or as store credit, unless required by law.

If more than 15 business days have passed since confirmation of refund approval and you have not received your refund, please contact us at info@pandaesia.fr.

Withdrawal Form Template

(Please complete and return this form only if you wish to withdraw from the contract.)

To the attention of TRIGONO SAS, 3 rue Sébastien Leclerc, 57000 Metz, France (info@pandaesia.fr):

I/We () hereby notify you of my/our () withdrawal from the contract for the sale of the following goods ()/for the provision of the following service (*):

• Ordered on () / received on ():
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is submitted on paper):
• Date:

(*) Delete as appropriate.