You have 90 calendar days from the date you receive your order to request a return.
For a return to be accepted, the product must:
Be unused and in perfect condition.
Be kept in its original packaging.
Include all accessories and items originally provided.
Include proof of purchase or the order number.
We reserve the right to refuse returns that do not meet these conditions.
If your order arrives defective, damaged, or you have received an incorrect item, please contact us as soon as possible so we can assess the situation and offer you an appropriate solution.
In these cases, we will assume responsibility when the issue is attributable to a manufacturing defect, a shipping error, or damage that occurred before delivery.
Exchanges or returns will not be accepted when:
The product matches the images, description, measurements, and characteristics published on our website, and the reason for the return is solely that it does not meet the customer's personal expectations.
The item has been damaged due to improper use.
The product has been handled, used, or modified.
Parts, accessories, or the original packaging are missing for reasons beyond our responsibility.
For hygiene or safety reasons, the following products cannot be returned unless they have a manufacturing defect:
Intimate or sanitary products.
Gift cards.
Digital or downloadable products.
Other items whose return is legally excluded.
To request a return, please contact us at:
Please include:
Order number.
Reason for the request.
Photos of the product if there is an issue.
Once we receive your request, we will review the case and provide you with the next steps.
Do not send any product back without first receiving our authorization.
Once we receive and inspect the item, we will notify you whether your return has been approved.
If a refund is applicable, it will be issued using the same payment method used for the purchase. The time required for the refund to appear will depend on your bank or payment provider.
Products purchased with discounts or promotions may be returned under the same conditions as other items, unless the specific promotion expressly states otherwise.
When the return is due to a product defect, a shipping error, or an issue attributable to Pawli, we will cover the corresponding return costs.
In all other cases, return shipping costs will be the responsibility of the customer, unless applicable law provides otherwise.
If you have any questions about our return policy or need assistance with an order, please contact us at: