Return & Refund Policy – Pawae

At Pawae, we care about your satisfaction. If something isn’t right with your order, we’re here to help. Please review our return, refund, and cancellation policies carefully.

1. Exchange Policy

We do not accept exchanges under any circumstances, including but not limited to:

  • Incorrect size, color, or design chosen during checkout
  • Mistaken quantity or shipping address provided by the customer

Customers are responsible for confirming all order details before placing an order.

2. Order Cancellation

You may cancel your order within 6 hours of placing it.

  • After 6 hours, the order may have already been processed or sent to the warehouse, and we cannot guarantee cancellation.
  • Cancellation Fee: A 10% cancellation fee will be deducted from your total order value.

To request a cancellation, please contact 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, we will consider the order accepted, and no refund or return 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

Returns will not be accepted if:

  • The item has been worn, washed, or modified
  • The item does not have its original tags or packaging
  • The defect is minor (e.g., loose thread) and easily fixable
  • The return is made without prior email confirmation

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
  • Shipping label or purchase receipt
  • Any prior email communication

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

  • Carefully repack the item in its original packaging
  • Use a trackable shipping method
  • Email us the tracking number or receipt photo at [email protected]

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

5. Return Shipping Costs

  • Return shipping costs are the customer’s responsibility
  • These costs are not refundable, unless the error was ours

6. Refund Processing Time

  • Once your return is received and approved, we will process your refund within 2 business days
  • 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 that timeframe:

  1. Check your bank account
  2. Contact your credit card provider
  3. If still unresolved, email us at [email protected]

7. Important Notes

  • The return window is 30 days after delivery
  • All returns must be pre-approved by email
  • If a return package is lost or damaged during return shipping, we cannot issue a refund
  • We strongly recommend using a traceable shipping method

Customer Support Contact

  • 📧 Email: [email protected]
  • ⏰ Business Hours: Monday – Friday (excluding public holidays)

Thank you for shopping with Pawae. We’re committed to ensuring a smooth and transparent return process for all our customers.