Terms & Conditions

Last updated: September 2026

These terms apply to all purchases made through pandamediarecords.com, operated by Panda Media & Records.

Business Details

Panda Media & Records
info@pandamediarecords.com
KVK: 99664593
BTW/VAT: NL005400479B37

Orders & Payment

All prices are shown in euros and include VAT at the applicable Dutch rate. Most products are subject to the standard rate of 21%. Books, including manga and graphic novels, are subject to the reduced rate of 9%. The VAT applied to your order is shown at checkout.

Payments are processed by a secure external payment provider. We do not store your payment details. A contract is formed once your payment has been completed and we have sent you an order confirmation by email.

We may cancel an order and refund you in full if it has been listed at a clearly incorrect price, or if we are otherwise unable to fulfil it. If this happens we will contact you. Where a single item within a larger order cannot be supplied, the procedure set out under Stock & Availability applies instead.

Stock & Availability

Every product page shows one of the following:

• In stock — the item is here on our shelves and ready to pack.
• Available to order — the item is in print and held by one of our distributors. We order it from them once you place your order.
• Sold out — we are not currently able to obtain the item.

Items marked Available to order are not in our possession at the time you order them, and the time needed to obtain them varies by distributor and by title.

If a distributor is unable to supply an item you have paid for, we will email you and offer you the choice of waiting for a restock where one is expected, exchanging the item for something else, or a refund of that item with the remainder of your order dispatched. If we have not heard from you within 5 business days we will refund that item and dispatch the rest, so that your order is not held indefinitely.

If we are unable to dispatch your order within 30 days of payment, you may cancel it and receive a full refund. Any refund under this section is issued without undue delay and within 14 days at the latest.

Shipping

Orders containing only in-stock items are normally dispatched within 1–3 business days of payment. During announced closure periods, dispatch times are longer; any current closure and the applicable dispatch date are displayed on the website at the time of ordering.

We ship each order as a single parcel. If your order contains both in-stock items and items marked Available to order, the whole order is dispatched together once every item has reached us. We do not split orders across separate shipments, because each parcel carries its own delivery cost and your order is charged for one delivery. If you would rather receive in-stock items sooner, please order them separately.

Delivery rates and estimated times vary by destination — see our Shipping Details page. Items remain our responsibility until they are delivered to you. If a parcel is delayed or does not arrive, contact us and we will trace it and put things right.

Video Game Packaging and Cover Language

Video games released in the EU are produced in several regional packaging versions. The language printed on the sleeve, insert and manual may differ from the images shown on the product page and is not guaranteed to be any particular language. For this reason our game listings show the front cover only.

Packaging language is not a defect. A game supplied with different cover language is not treated as failing to match its description, and is not a faulty or incorrect item under the section below.

Your right of withdrawal is unaffected. If the printed language matters to you, you may withdraw within 14 days provided the game is still sealed, as set out under Right of Withdrawal below.

Right of Withdrawal

You have the right to withdraw from your purchase within 14 days of receiving your order, without giving a reason. To do so, email us at info@pandamediarecords.com, or use the model withdrawal form at the bottom of this page. Using the form is optional — any clear statement that you wish to withdraw is sufficient.

After notifying us, you have a further 14 days to return the items. We will confirm the return address by email as soon as you tell us you wish to withdraw, so please contact us before sending anything back.

Exceptions

Under EU consumer law, sealed audio recordings, sealed video recordings and sealed computer software cannot be returned once the seal has been broken. This applies to:

• Vinyl records where the shrink wrap has been removed or broken
• CDs and video games that have been unsealed

All other items, including manga, books and other printed matter, may be returned within the withdrawal period.

Condition of Returned Items

You may handle and inspect items as you would in a shop. We do not require items to be returned in unopened or original packaging. However, if handling goes beyond what is necessary to establish the nature and condition of an item and this reduces its value, we may deduct a corresponding amount from your refund.

Costs and Refunds

The cost of returning items is yours. We do not offer free returns.

We will refund you within 14 days of receiving the returned items, or of receiving proof that you have sent them, whichever is earlier. Refunds are issued using the same payment method you used for the order.

If you return your whole order, your refund includes the outbound delivery cost, up to the price of the least expensive delivery option we offered for your country at the time you ordered. If you chose a more expensive delivery option, the difference is not refunded.

If you return part of an order and keep the rest, the outbound delivery cost is not refunded.

Undelivered, Refused and Uncollected Parcels

If a parcel cannot be delivered because the address you supplied was incomplete or incorrect, because delivery was refused, or because an order sent to a pickup point was not collected within the carrier’s collection period, the parcel is returned to us and we treat this as a withdrawal from your purchase.

We will refund the price of the goods together with the outbound delivery cost, up to the price of the least expensive delivery option we offered for your country, less the return carriage the carrier charges us for bringing the parcel back. We will tell you that amount before issuing the refund.

If you still want the order after it has been returned to us, we can send it out again once the shipping cost for the new delivery has been paid.

Faulty or Incorrect Items

If an item arrives damaged, faulty or incorrect, contact us at info@pandamediarecords.com with a description and, where possible, photographs. We will repair or replace the item free of charge, including postage in both directions. Where that is not possible, we will refund you.

This is separate from the right of withdrawal above. Your statutory rights under Dutch consumer law, including the right to goods that conform to the contract, are not limited or affected by these terms.

Complaints

If you are unhappy with your order or our service, email info@pandamediarecords.com. We aim to acknowledge complaints within 3 business days and to resolve them within 14 days. If a complaint requires longer, we will tell you and give an expected timeframe.

Liability

We are not liable for indirect or consequential losses arising from the use of our products. Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including liability under mandatory consumer protection law.

Governing Law

These terms are governed by Dutch law. Nothing in these terms deprives you of the protection afforded by mandatory provisions of the law of the country in which you live. If you are a consumer resident in the EU, you may bring proceedings in the courts of your country of residence.

Changes to These Terms

We may update these terms from time to time. The version in force at the time you place an order is the version that applies to that order.

Model Withdrawal Form

Complete and send this form only if you wish to withdraw from your purchase. You are not required to use it — an email stating that you wish to withdraw is equally valid.

To:
Panda Media & Records
info@pandamediarecords.com

I hereby give notice that I withdraw from my contract of sale for the following goods:

• Item(s):
• Ordered on / received on:
• Order number:
• Name:
• Address:
• Date:
• Signature (only if sent on paper):

Contact

Panda Media & Records
info@pandamediarecords.com
KVK: 99664593 · BTW: NL005400479B37