At Pannell Swim Shop, we’re committed to your complete satisfaction with your swim gear purchase. Whether you’re preparing for competition with your swim team or training for a triathlon, we want you to have equipment that performs as expected. If you’re not completely satisfied, we offer a straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • Items must be unused, in original condition, and in their original packaging
  • All tags must still be attached
  • A copy of your order confirmation or receipt is required

Note for Swim Teams: Team coordinators processing bulk returns should contact us at [email protected] for special instructions.

Non-Returnable Items

For health and safety reasons, the following items cannot be returned or exchanged:

  • Swim caps (for hygiene reasons)
  • Electronics (once opened)
  • Personalized or custom-ordered team apparel

How to Initiate a Return or Exchange

  1. Contact Us: Email [email protected] within 15 days of receiving your order with:
    • Your order number
    • The item(s) you wish to return/exchange
    • Reason for return
  2. Wait for Instructions: We’ll email you within 1 business day with return authorization and shipping instructions.
  3. Ship Your Return: Package the item securely and include your order confirmation. We recommend using a trackable shipping service.
  4. Processing: Once received, we’ll inspect your return and process your refund or exchange within 3-5 business days.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). For exchanges, we’ll cover the shipping costs to send your replacement item.

Refund Information

Refunds will be issued to your original payment method within 5-10 business days after we receive and process your return. Note that your bank or credit card company may take additional time to post the refund to your account.

Original shipping fees are non-refundable unless the return is due to our error.

Exchange Process

To exchange an item for a different size or style:

  1. Follow the standard return process above
  2. Clearly indicate in your email that you want an exchange and specify the replacement item
  3. We’ll ship your new item once the return is processed

If the exchange item costs more, we’ll contact you for payment of the difference. If it costs less, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund and provide a prepaid return label if needed.

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Dear Pannell Swim Shop Team,

I would like to request a return/exchange for my recent order (Order #______). Below are the details:

  • Item(s) to return: [Product name, size, color]
  • Reason for return: [Please specify]
  • Preferred resolution: [Refund / Exchange for (specify item)]

Please let me know the next steps. I’ve attached a copy of my order confirmation for reference.

Thank you,

[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

International Returns

For customers outside the United States:

  • You are responsible for any customs fees or taxes associated with the return
  • Refunds will be issued in USD and may be subject to currency exchange rates
  • Return shipping times may vary depending on your location

Questions?

Our customer service team is happy to help with any questions about returns or exchanges. Contact us at:

Email: [email protected]
Mail: Pannell Swim Shop, 1607 Cantebury Drive, New York, US 10036

We appreciate your business and are here to ensure you have the best experience with your swim gear purchases!