At PandaVaults, we believe that every product tells a story—and your satisfaction is part of that story. We’re committed to making your experience with us as smooth and transparent as possible, from the moment you place your order to the day your treasure arrives.
Because many of the pieces we offer are handcrafted, limited-edition, or made-to-order, our cancellation and return policies are designed with care—protecting both your investment and the artisans who create these works.
Please take a moment to review the information below. If you ever have questions, we’re just a message away.
A Note on Resin Statues & Handcrafted Collectibles
Resin statues are delicate by nature. Each piece is meticulously hand-finished, then carefully packed in the studio’s original packaging. Before leaving our warehouse, every order receives additional protective reinforcement.
Still, international shipping involves many hands and many miles. Occasionally, minor issues may occur—such as small part breakage, surface scratches, or slight paint variations. These are not considered defects, but rather inherent characteristics of transporting handmade, limited-edition art.
Additionally, most PandaVaults offerings are made-to-order or released in strictly limited quantities. Once production begins or inventory is allocated, orders can no longer be resold.
A gentle reminder: Collecting is a passion, not a pursuit of perfection. If minor imperfections or transport risks are not something you can accept, we kindly ask that you consider your purchase carefully before ordering.
1. Cancellation Policy
We understand that plans can change. Below is a clear overview of when and how you may cancel an order.
1.1 Early Bird / Pre-Order Phase
- Cancellation window: You may cancel unconditionally within 72 hours of placing your order.
- After 72 hours: Orders typically enter studio scheduling or production locking. Cancellations at this stage will result in:
- Forfeiture of deposit (already submitted to the studio)
- Refund of 60% of the total amount paid (excluding any non-refundable third-party fees)
1.2 Pre-Order Closed / In- Production Phase
- Order confirmation: Our team will send a confirmation request via WhatsApp or email within 48 hours.
- Once confirmed: Orders are generally final and cannot be canceled.
- If cancellation is exceptionally approved: A 60% refund of the total paid will be issued within 7–10 working days via your original payment method.
- How to cancel: Please contact your dedicated PandaVaults assistant directly.
1.3 Shipped Phase
- Orders that have already been dispatched cannot be canceled. Please refer to our Return Policy below.
2. Returns & After-Sales Support
We take great care in packaging and shipping your collectibles. But if something goes wrong, we’re here to help—fairly and efficiently.
To ensure clarity, we divide after-sales issues into two categories:
2.1 Minor Imperfections or Subjective Preferences
Not eligible for return, refund, or exchange
The following are considered normal characteristics of handcrafted collectibles and do not qualify for after-sales remedies:
- Minor cosmetic flaws, slight paint inconsistencies, or small surface scratches
- Manufacturing tolerances within the original studio’s quality standards
- Subjective dissatisfaction (e.g., color perception, perceived size, scale, or proportions)
- Damage caused by improper handling, incorrect assembly, modification, misuse, or improper storage
These conditions do not compromise structural integrity or display readiness.
2.2 Major Damage or Significant Defects
Eligible for after-sales solutions
We define major damage or defects as:
- Severe structural damage affecting the statue’s main body or overall integrity
- Major breakage, missing core components, or deformation that makes the piece un-displayable
- Serious manufacturing errors clearly inconsistent with official product images or descriptions
What Happens Next?
Once major damage or a significant defect is confirmed, our team will work with you to find the best resolution:
| Solution | How It Works |
|---|---|
| Replacement Parts Assistance | We’ll contact the studio to request replacement parts (subject to availability). PandaVaults covers shipping from the studio to our warehouse; the collector is responsible for international shipping onward. |
| Local Repair Support | We have trusted repair partners in the US, Australia, Japan, France, the UK, Spain, Russia, Thailand, and the Middle East. |
| Insurance Claim | Every order includes complimentary shipping insurance. Claims are processed according to carrier policies. |
| Return & Refund | If no other solution is feasible, a return and refund may be arranged through your service assistant. |
3. Return Process & Shipping Responsibility
⏱️ When to Submit a Claim
All after-sales requests must be submitted within 72 hours of your package being marked as delivered.
Requests received after this window will be considered a voluntary waiver of after-sales rights.
📸 What We Need From You
To verify shipping damage or manufacturing defects, please provide:
- Clear photos of the outer shipping carton
- Photos of the internal packaging
- Detailed images or video of the damaged or defective areas
📦 Return Shipping
- Return shipping costs are generally the responsibility of the customer, unless the wrong item was shipped.
- Customers must use the return address and recipient details provided by PandaVaults.
- ⚠️ If a return is undeliverable, lost, or destroyed due to incorrect recipient information provided by the customer, all losses and responsibilities shall be borne by the customer, and the refund request may be denied.
📦 Packaging Requirements
- Returned items must include all original products, accessories, parts, and packaging.
- Items must be securely packed to prevent secondary damage during transit.
- After inspection, refunds will be issued based on the actual condition of the returned product.
- If severe damage occurs due to improper return packing, an additional handling fee of up to 15% of the product value may apply.
Need guidance on how to pack your return safely? Contact us—we’re happy to help.
4. Fair Use & Abuse Prevention
PandaVaults reserves the right to decline return, refund, or compensation requests in cases involving:
- Subjective dissatisfaction
- Improper installation or use
- Intentional damage
- Malicious or fraudulent claims
We believe in fairness—for every collector, and for the artists and studios behind every piece.
5. Chargeback Disputes & PayPal Claims
Before opening a chargeback or PayPal dispute, please reach out to us directly.
We genuinely want to make things right. Opening a dispute without contacting us first will:
- Significantly delay resolution
- Prevent us from offering flexible solutions such as parts replacement, repair assistance, insurance compensation, or negotiated refunds
- Transfer control entirely to third-party platforms, where decisions are based solely on policy—not on the unique nature of collectibles
⚠️ Important: Accounts with active chargebacks or PayPal claims initiated without prior contact may be subject to permanent suspension, including loss of after-sales privileges and future purchase access.
We believe in conversation over conflict. Our dedicated support team is here to provide faster, fairer, and more compassionate solutions than any automated dispute system.
Your Collection, Your Peace of Mind
We know that collecting is personal. Whether you’re adding a grail piece to your display or taking your first step into this beautiful hobby, we want you to feel confident and cared for.
If anything in this policy is unclear—or if you’re facing a situation not fully covered here—please don’t hesitate to reach out.
Company Name: HK VentureLink Global Trading Co., Limited (香港啟境合通貿易有限公司)
Address: PORTION 1 OF UNIT NO.721A, 7/F,STAR HOUSE, NO.3 SALISBURY ROAD,TSIM SHA TSUI,KOWLOON,HONG KONG
Email: info@pandavaults.com
Contact Number (Whatsapp): +86 18922018213
PandaVaults — Curated collectibles. Cherished stories. Collector-first service.returned item.