Refund policy

RETURN & REFUND POLICY

Your satisfaction matters to us. MacroPanora fulfills orders through curated North American brand partners via Shopify Collective. All products are shipped directly from our suppliers to you. This policy applies to orders shipped within Canada and the United States.

1. Return Window

Damaged, defective, or incorrect items must be reported within 7 days of delivery with photographic evidence.
Unopened, unused items (where eligible) may be returned within 30 days of delivery, starting from the date the item is delivered.
After 30 days, returns cannot be accepted.

2. Return Eligibility

Jewelry & Accessories

Jewelry and accessory items are not eligible for returns except in cases of damage, defect, or incorrect item received.
365-Day Manufacturing Defect Guarantee: Select jewelry items are covered for manufacturing defects for 365 days from purchase. Contact us to confirm if your item is covered — eligible items will be repaired or replaced at no cost. Does not cover wear and tear, improper care, or accidental damage.

Beauty & Personal Care

Beauty and personal care products are not eligible for returns except in cases of damage, defect, or incorrect item received, for hygiene and safety reasons.
Damage or defect must be reported within 7 days of delivery with photos.

Non-Returnable Items (all categories)

Specific products designated as Final Sale at the time of purchase
Sale, promotional, or clearance items
Personalized or custom products
Gift cards
Items missing original packaging, tags, or accessories
Opened or used beauty/personal care products

3. Exchanges

We do not offer direct exchanges. If you'd like a different item, please return the original (if eligible) and place a new order.

4. Order Cancellations

Orders may be cancelled within 1 hour of placement. To request a cancellation, contact us immediately at info@macropanora.com with your order number. After 1 hour, orders may already be in processing with our suppliers and cannot be cancelled.

5. How to Initiate a Return

Email info@macropanora.com with:

Order number
Product name
Reason for return
Clear photos or video of the issue (required for damage/defect claims)

We will respond within 2 business days with a return authorization decision, return instructions, and a return label where applicable. Please contact us before shipping any item back so we can provide the correct return instructions and label where applicable.

6. Return Shipping

Damaged, defective, or incorrect items: MacroPanora covers return shipping
All other approved returns: customer is responsible for return shipping costs
We recommend using a trackable shipping method — MacroPanora is not responsible for lost return shipments

7. Refund Process