Return policy

Thank you for choosing PANE FABRIC. We stand behind the quality of our products and want to ensure you are completely satisfied with your purchase. Please review our policy below for details on returns and refunds.

1. Policy Overview & Eligibility
We accept returns for most full-price merchandise within 30 days of the order shipment date. To be eligible for a return, your item must be unused, in its original condition, and in the original packaging with all tags and accessories attached. You must ship the item back to us within 7 days of receiving your Return Merchandise Authorization (RMA).

Non-Returnable Items:

  • Items marked as final sale, clearance, or custom-made products.

  • Products that have been used, altered, washed, or damaged after delivery.

  • Products returned without original packaging, tags, or accessories.

2. How to Initiate a Return
Step 1: Contact Customer Service
Before shipping your return, you must contact our customer service team to request a return and obtain an authorized RMA number and the correct return address. Returns received without an RMA will not be processed.

  • Email: torben@torbenbackhus.com

  • Phone: +49 176 15729560

Step 2: Ship Your Return
Once approved, please ship your return to our authorized warehouse. Clearly mark the RMA number on the outside of the package.

  • Authorized Return Address: Salbeiweg 4, 49661, Cloppenburg, Germany

Step 3: Return Shipping & Costs

  • Customers are responsible for the cost and risk of return shipping unless the return is due to our error (e.g., wrong or defective item).

  • We recommend using a tracked and insured delivery service.

  • For returns due to quality issues (see Section 4), we will provide a prepaid return label or reimburse standard shipping costs.

3. Inspection & Processing Timeline

  • Receipt & Inspection: We will inspect your return within 2-3 business days of receiving the package at our warehouse.

  • Notification: You will receive an email notification once your return is processed and your refund/exchange has been initiated.

  • Total Timeline: The entire process, from us receiving your return to your refund being issued, typically takes 5-10 business days.

4. Refunds, Exchanges & Restocking
The final resolution depends on the condition and reason for the return, as outlined below.

Return Reason Condition Required Refund / Exchange Method Notes
Change of Mind / Non-Quality Issue Unused, original packaging & tags intact. Full refund to original payment method. A restocking fee may apply if items are not in original condition.
Incorrect Item Shipped by Us Any condition. Full refund or free exchange. We cover return shipping. Contact us immediately.
Verified Quality Issue / Defect Provide photos/videos of defect. Free replacement or full refund. We cover return shipping. Must be reported shortly after delivery.

Important Refund Details:

  • Refunds are issued to your original payment method.

  • Please allow an additional 3-10 business days for the refund to post to your account, depending on your bank or payment processor.

  • We do not offer direct exchanges. If you need a different item, please process a return for a refund and place a new order.

5. Important Notes & Customer Responsibilities

  • Address Accuracy: Please ensure the return address you use is exactly the one we provide. We are not responsible for packages sent to an incorrect address.

  • Proof of Return: Retain your shipping receipt and tracking number until your refund is complete.

  • Policy for Abuse: We reserve the right to refuse future returns or terminate accounts for customers who abuse our return policy.

  • Questions? For any questions regarding this policy, please contact our customer service team via email or phone.