Return & Refund Policy – Pawae

At Pawae Store, your satisfaction is our priority. We aim to provide a smooth and transparent shopping experience. Please review our return, refund, and cancellation policies below.

1. Exchange Policy

At this time, we do not offer direct exchanges.
If you would like a different size, color, or design, please return your original item for a refund and place a new order.

2. Order Cancellation

  • Orders may be canceled within 6 hours of placement.

  • After 6 hours, the order may already be in processing, and cancellation cannot be guaranteed.

  • A 10% cancellation fee may apply to cover payment processing and administrative costs.

To request a cancellation, email us at [email protected] with your order number.

3. Return & Refund Policy

You may request a return and refund within 30 days of receiving your order.
After 30 days, the order will be considered accepted, and no refund will be issued.

3.1. Eligible Return Reasons

We will issue a full refund (including shipping fees) if your order arrives under any of the following conditions:

  • The product arrives damaged or broken.

  • You received the wrong product.

  • The product’s design, size, or material does not match what was ordered.

  • The product differs significantly from its description.

3.2. Ineligible Return Conditions

We cannot accept returns if:

  • The item has been worn, washed, or modified.

  • The item is missing original tags or packaging.

  • The issue is minor (e.g., a small loose thread) and does not affect product usability.

  • The return is made without prior approval via email.

4. How to Request a Return or Refund

Step 1 – Submit a Request
Email us at [email protected] with:

  • Order number

  • Photo evidence of the issue

  • Purchase receipt or shipping label

Step 2 – Wait for Confirmation
Our support team will respond within 2–3 business days with return instructions and the return address.

Step 3 – Ship Your Return

  • Repack the item securely in its original packaging.

  • Use a trackable shipping method.

  • Send us the tracking number at [email protected].

⚠️ Please do not send items back without prior confirmation. Unapproved returns will not be processed.

5. Return Shipping Costs

  • Customers are responsible for return shipping costs.

  • If the return is due to our error (wrong item, damaged product, or incorrect description), we will cover return shipping.

6. Refund Processing Time

  • Refunds are processed within 2 business days after the returned item is received and approved.

  • You will receive a confirmation email once the refund is issued.

  • Depending on your bank or card provider, it may take 10–15 business days for the funds to appear in your account.

If you haven’t received your refund after this timeframe:

  1. Check your bank account.

  2. Contact your card provider.

  3. If unresolved, email us at [email protected].

7. Important Notes

  • The return window is 30 days after delivery.

  • All returns must be pre-approved via email.

  • If a return package is lost or damaged during transit, we cannot issue a refund.

  • We strongly recommend using a traceable shipping method.

📩 Customer Support

  • Email: [email protected]

  • Phone: (769) 218–5229

  • Support Hours: Monday – Friday | 9:00 AM – 5:00 PM (EST)