Effective Date: October 4, 2026

This Refund and Returns Policy applies to all orders placed on www.panooro.com, operated and owned by EL PAÑO DE ORO SL, a registered Spanish business with its physical address at Calle Olegario Domarco Seller 120, 3, 03206 Elche, Alicante, Spain. For any return, refund or policy-related enquiries, you may reach our customer support team at lumis@panooro.com, or call our service line on +34 966 673 902 between 9:00 AM and 6:00 PM CET, Monday to Friday excluding official public holidays in the Valencian Community. This policy is drafted in full compliance with Spanish national consumer protection regulations, the EU Consumer Rights Directive 2011/83/EU, and all applicable regional e-commerce trade rules to protect the legitimate rights of both our customers and our business.

1. Core Rule: No “Refund Only” Without Product Return

EL PAÑO DE ORO SL strictly enforces a full return-first mechanism for all valid refund requests. ‌We never approve any full or partial refund application that does not include the full return of the purchased physical home decor product to our designated return address, unless we explicitly notify you of special arrangements in writing via our official support email.‌ The so-called “refund only” or “no return refund” application without prior written approval will be rejected directly, and we reserve the right to pursue corresponding liabilities for malicious “refund only” applications that violate the principle of good faith.

This rule is set out to maintain fair transaction order for all 75K+ happy customers who have shopped on www.panooro.com, to prevent bad faith exploitative behaviors that damage the legitimate operating interests of our small home decor business, and to ensure we can continue to provide high-quality, affordable small decor wonders that bring warmth to every corner of your home. Any attempt to submit a false product damage report, exaggerate product defects or fabricate logistics issues to apply for a refund without returning the product will be recorded in our system, and we will refuse to process any subsequent applications from accounts with such bad faith records. For malicious large-value fraudulent “refund only” acts that constitute illegal property infringement, we reserve the right to report the relevant circumstances to local Spanish law enforcement agencies.

2. Valid Return Eligibility

To submit a valid return application that conforms to this policy, you must meet the following requirements:

1. You submit your return application within 14 calendar days counting from the date you sign for receipt of your ordered product. This 14-day withdrawal period is in line with the requirements of Spanish Royal Legislative Decree 1/2007 on Consumer and User Rights Protection. If you do not receive the product within the confirmed delivery time we agreed in the order confirmation email, or the product you received has manufacturing defects, delivery damage, or obvious mismatch with the product description displayed on www.panooro.com, you may also submit a valid return application within the 14-day window after you discover the relevant issue.
2. The product you return must remain in its original, intact condition, with all original packaging, accessories, tags and attached gifts that came with the order. The product cannot have obvious signs of use, contamination or damage caused by human factors after you receive it, and it must be resalable as a brand-new item after we inspect it upon receipt. Custom-made home decor products, personalized engraved items, perishable decorative items and opened sealed decor accessories that are not suitable for return for hygiene reasons do not qualify for the no-reason return.
3. You must provide valid supporting materials when submitting the return request: including clear photos or short videos that accurately show the product condition, the complete original outer packaging of the parcel, and your order number so that we can verify the validity of your return application efficiently.

3. Return and Refund Processing Flow

1. After we receive your return application and confirm that it meets all the eligibility requirements listed above, our customer support team will send you the detailed designated return address in Elche, Alicante via email within 3 working days, along with the pre-paid return shipping label if the return is caused by our product quality error. For no-reason returns initiated solely due to changed personal preference, you will be responsible for covering the return shipping cost to send the product back to our warehouse.
2. Once our warehouse team receives and completes the full inspection of the returned product, and confirms that the product meets our return condition requirements, we will initiate your corresponding refund process within 14 calendar days. We will send the full refund amount back to the exact original payment method you used when placing the order on www.panooro.com, and we will not charge any additional handling fees for the refund process. You will receive a notification email once the refund is successfully processed, and the arrival time of the funds will follow the processing rules of your corresponding payment service provider.
3. If the returned product fails our warehouse inspection and does not meet the return eligibility criteria, we will send you a detailed inspection report via email, and we will ship the non-qualifying product back to your original delivery address you used for the order at our cost, and no refund will be issued for this application.

If you have any questions about this policy, you may contact our support team at any time for further clarification. EL PAÑO DE ORO SL reserves the right to update the terms of this return and refund policy when necessary, and all revised content will be published prominently on the www.panooro.com platform with a clear updated effective date.