Refund policy
Return and refund policy
Pretty Panther is a marketplace for independent beauty and fragrance brands. You pay once at checkout, and each brand sends its own products to you. Returns are handled per brand: you can return the products of one brand and keep the rest of your order.
Your right to change your mind
You can cancel your order and return products within 14 days of the day you receive them. To start a return, send us a message through the Help Centre or email prettypantherhq@gmail.com. Include your order number and the products you’d like to return. You don’t need to give a reason.
Unopened products only
For health and hygiene reasons, products can only be returned unopened and in their original packaging. Sealed products that have been opened after delivery cannot be returned. This includes cosmetics, skincare and fragrance.
Sending your return
Because each brand sends its own products, they also go back to that brand. After you contact us, we email you the brand’s return address and instructions. Pack the products securely and send them back within 14 days of telling us you want to return them. Keep your proof of postage.
[Choose one and delete the other:]
The cost of sending your return is paid by you.
or
Returns are free: we’ll send you a prepaid return label.
Your refund
Once we have received your return, or proof that you have sent it, we refund you within 14 days to your original payment method. The refund includes the original standard delivery costs for the returned products. Depending on your bank, it can take a few days to appear on your account.
Broken, damaged or wrong products
If a product arrives broken or damaged, or you received the wrong product, contact us with your order number and a short description or photo. Follow the return instructions and we’ll send you a new product or put it right, at no cost to you. This does not affect your legal rights as a consumer.
Pre-orders
You can cancel a pre-order at any time before the product is sent. Send us a message with your order number. Once a pre-order has been delivered, the normal 14-day return rules apply.
Questions
Customer Service is here every day from 09:00 to 18:00 (CET) and closed on public holidays.
Pretty Panther, Melkweg 26c, 1251 PS, the Netherlands
prettypantherhq@gmail.com
Last updated: 4 November 2026
The two refund points below follow EU consumer rules, so the policy now says slightly more than your Returns page does:
- Refunding delivery costs: the standard delivery cost is refunded along with the returned products.
- When the refund starts: the 14 days count from when you receive the return or proof it was sent. The Returns page currently says “from the day we approve your return.”
Once you’ve chosen who pays for return postage, I can update the Returns page to match. This isn’t legal advice, so a quick check with someone who knows Dutch consumer law is worthwhile before launch.