Refund policy
RETURN & EXCHANGE
Right of Withdrawal and Replacement
If for any reason a customer is not satisfied with their order, they may exercise their right of withdrawal and return the item(s) within 30 (thirty) days of the delivery date.
- Options: Customers can choose between a refund or a store credit (voucher).
- Replacement: Within the same 30-day period, customers may request a replacement for the same model in a different size or color (subject to availability).
- Exclusions: The right of withdrawal does not apply to customized items and socks.
Online Return Procedure
To initiate a return or size exchange:
- Log in to the Account section on the website.
- Select the relevant Order.
- Click the "Return" button and follow the instructions.
Shipping Costs and Methods
Return shipping has a flat rate of €9.90 for countries within the European Union (excluding the United Kingdom, Switzerland, Spanish islands, and Corsica).
- Deduction from Refund: For returns requesting a refund (EU), the flat rate of €9.90 will be automatically deducted from the total amount due to the customer.
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Facilitated Size Exchange: In the case of a size exchange, the procedure and shipping of the new size will be free of charge for up to a maximum of 2 (two) exchanges (excluding the United Kingdom, Switzerland, Spanish islands, and Corsica)
Please note: Shipping costs will not be deducted in the event of a size exchange, even if the €9.90 fee appears during the online technical return procedure. -
International and Extra-EU Returns: For all countries not mentioned in the list above, shipping costs are entirely at the buyer's expense and will not be reimbursed.
Please note: Shipping costs will not be deducted from the refund as they are already borne by the user at the source, even if the €9.90 fee appears during the online technical return procedure. - Liability: Only for items for which a return label is not provided, PANA MIO shall not be held responsible for items lost or damaged during transit.
- Geographical Constraints: Returns must be shipped from the same country where the original delivery took place.
- Additional Charges: Returns that involve the payment of taxes, customs duties, or fees upon delivery will not be accepted. Should PANA MIO be required to advance such costs to receive the package, the amount will be deducted from the refund.
Shipping Address
All returns must be sent to the following address:
Pana Mio
Via della Resistenza 129/c 20090 Buccinasco (Milano) - Italy
Timeline
Items must be shipped within 30 (thirty) calendar days from the original delivery date.
Return Instructions
To ensure prompt identification of the return and processing of the request:
- The order number must be included inside the package.
- In the case of a size exchange, clearly indicate the new size requested inside the package.
SIZE/COLOR EXCHANGE
Exchanges for purchased items are only possible if/when a different size or color of the same model is available. Once the returned item has been received and processed, PANA MIO will proceed with the shipment of the exchange item.
STORE CREDIT Once the returned item has been received and processed by PANA MIO, the customer will be sent a code for the total value of the returned item(s), to be used on a future purchase.
• Store Credit:
• may be used only once within 3 (three) months from return,
• cannot be combined with other Store Credits,
• must be used in its entirety on an order that is either equal to or exceeding the value of the Store Credit.
REFUND
Once the returned item has been received and processed by PANA MIO, a refund will be issued for the amount paid for the returned items. For Credit Card purchases, the refund amount will be available to the customer within approximately 10 (ten) days and will be displayed on the next Credit Card statement. The timeframe may vary slightly depending on the banking circuit of the Credit Card. Refunds will be issued in the same currency as the original purchase. Any differences in the refund amount due to exchange rate fluctuations will not be reimbursed. Any originally incurred shipping costs will only be refunded to the customer if all purchased items are returned.
TERMS & CONDITIONS FOR RETURNS AND EXCHANGES
• Returned item(s) must be shipped inside the original PANA MIO box and sealed using the self-adhesive strip on the lid. They must be properly packaged, in the same way as they were received. Only if the original box is unusable another suitable box may be used to ship the item(s).
• Item(s) must be returned with all original labels and identification tags still attached, including all original packaging and other accessories received with the ordered item(s).
• Shoes and other accessories must be returned in a perfect condition with their original box, which must not be damaged and/or altered or used as the external packaging for the shipment. Soles of footwear must be in a perfect condition and must not be marked in any way.
• Item(s) must be returned inside their original packaging with all original accessories, components and instructions. Furthermore, they must be packaged in the same suitable manner in which they were received.
• In the event that a customer believes they has received defective or incorrect merchandise, the customer is required to immediately contact customercare@panamiodance.com. PANA MIO reserves the right to request photographic evidence before authorizing the return shipment of merchandise. If authorized, shipping costs will be covered by PANA MIO.
PANA MIO reserves the right to refuse applications for returns/exchanges that do not comply with all TERMS & CONDITIONS.
In case of non-compliant returns, the merchandise will be returned to the customer at the shipping address specified in the original order, at the customer’s expense.
If a non-compliant return is accepted, PANA MIO will deduct a 10% administrative/restocking fee from the refund.
Customers’ right to withdrawal from contracts concluded on the PANA MIO website is waived in accordance with Article 59 of the Italian Consumer Code as regards to the following:
a The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
b The supply of goods which are liable to deteriorate or expire rapidly.
c The supply of made-to-measure goods or clearly customized goods upon specific request of the customer.
Customers’ right to withdrawal is waived for “special orders”, i.e., items which have been expressly ordered by PANA MIO specifically for the customer.
For each item ineligible for return, PANA MIO provides customers with an indication directly on the product information page. At its sole discretion, PANA MIO reserves the right to accept customers’ return applications even for items ineligible for return, should PANA MIO deem it appropriate for justified reasons.
Please note that PANA MIO constantly monitors the number of returns. Frequent returns that do not comply with all TERMS & CONDITIONS will be flagged. PANA MIO reserves the right to close an account or not to complete orders of customers who continuously breach the TERMS & CONDITIONS.
For matters not specifically mentioned, please refer to the European Distance Selling Regulation.
Note: In the event of any inconsistency, discrepancy or divergences of interpretation between the English version and any other language versions of this publication, the English language version shall prevail.
This policy is effective from March 9, 2026 for returns
For orders placed before this date, the old policy as described below applies.
RETURN/EXCHANGE INSTRUCTIONS
1. Return shipping is FREE in the EU only (excluding the UK, Switzerland, Spanish islands and Corsica in France). The resulting costs will be borne by the customer and then refunded as per the table. PANA MIO will not be responsible for lost or damaged items. Shipments of items returned to PANA MIO must originate from the same country as the original shipment. Returned items will not be accepted by PANA MIO and will be returned to the sender if the delivery involves additional taxes or fees to be paid at the time of delivery and/or requires the items to be collected from a branch of the carrier.
Taxes and fees paid by PANA MIO for returns will be deducted from the refund
2. Returned items must be shipped within 30 (thirty) days from the date of delivery of the items.
3. Enter the order number and/or new size inside the package