In accordance with Article 19 of the Consumer Protection Act, consumers who make purchases through this website are entitled to a seven-day cooling-off period starting from the day they receive the goods. However, returned items must include the product itself, all accessories, packaging, gifts, invoices, shipping documents, and any accompanying materials or information.
The cooling-off period stipulated under the Consumer Protection Act is not a trial period. If you are not satisfied with the product after receiving it, please do not open or use it, and contact our company to arrange a return. If the product has been opened or used and the return is not due to a defect in the product itself, the consumer shall bear the round-trip shipping costs and, if applicable, a handling fee for processing the return.
According to the official interpretations issued by the Consumer Protection Committee of the Executive Yuan on April 6, 1995 (Ref. No. Tai-84-Consumer-00285) and February 14, 1996 (Ref. No. Tai-85-Consumer-00206), the term “consumer transaction” under the Consumer Protection Act refers to final consumption activities that are not used for production purposes. The term “consumer” applies only to end users who purchase goods or services for non-profit purposes. Therefore, B2B (business-to-business) transactions, as well as purchases made by individuals or studios for purposes such as production, manufacturing, or resale, are not covered by Article 19 of the Consumer Protection Act, and the seven-day cooling-off period does not apply.
If the product is damaged during delivery, has manufacturing defects, is incorrect, or is damaged due to reasons not caused by the consumer, you may request a replacement. All shipping costs incurred for such replacement will be borne by our company. Please return the product within seven (7) days from the date of receipt, ensuring that it is in its original condition, including any gifts or accessories received. A new replacement product will be sent to you after we receive the returned item.
For certain products, inspection by the original manufacturer is required, which may take several business days to determine whether the issue was caused by human error or if it is a case of defective merchandise. Further processing will proceed once the inspection results are available — we kindly ask for your patience during this period. If the inspection determines that the damage was caused by human error, the buyer shall be responsible for all related costs, including shipping, inspection, and repair fees, regardless of whether the request was made within the seven-day cooling-off period. Conversely, if the issue is reported within the seven-day cooling-off period and the manufacturer confirms that the item is defective, our company will bear the shipping costs.
If you are dissatisfied with the product or if it is defective, please contact us before returning it by calling 02-2902-5534 or by emailing jean@pantron.com.tw , and please specify:
The order number and the name of the product to be returned.
The member’s name, contact person’s name, and a daytime contact phone number.
The reason for the return. ※If the consumer returns a product without prior notice or authorization, the return will not be accepted, and the product will be sent back immediately.
The following situations are not eligible for return, except in cases of defective products or items not matching the specified specifications:
You have already confirmed the sample or product specification sheet.
Products that are custom-made or specially produced according to your specific requirements or project specifications.
Returned products must be in brand-new, unused condition, with all accessories included, and must meet the principle of being resalable. The following situations or products are not eligible for return by mail order:
Returns exceeding the period stipulated by the Consumer Protection Act (based on the postmark date or delivery receipt date).
Any missing items, including the product, accessories, invoice, shipping document, packaging box, or packing materials.
The product or its accessories have writing or markings, visible scratches, signs of use, or have been removed or altered in any way.
Products that are specifically marked as non-returnable or sold as special offer/discount items.
Damage or destruction occurring after delivery due to natural disasters, fire or water damage, moisture, insect or rodent infestation, or external human force.
If the returned product is incomplete, the buyer must provide the missing items and invoice, and bear the shipping cost. If the return meets the required conditions, the refund will be processed within seven (7) days, after deducting any incurred shipping fees, and will be issued using the original payment method.
