Replacement & Refund Policy

At Pawemb, your satisfaction is our top priority! However, if you are not satisfied with your purchase, we will support your exchange or refund according to the following conditions:

SECTION 1 - Cancellation & Modification

If you change your mind about your purchase, please contact us at cs@pawemb.com, provide your order number and the modification you would like to apply. We’ll confirm once the modification or cancellation has been made.

Your order is only eligible to be canceled and modified within 6 hours. After that time, the order is locked for processing and can no longer be canceled or edited.

Please be informed that:

  • For Personalized Orders, once production has started, it cannot be canceled or changed. Please double check all details before completing the order.
  • For modification requests in the holiday season, orders may reach you a little longer than usual. However, it is rare because we always try to complete the changes immediately.

SECTION 2 - Free Replacement or Refund

We accept replacement/refund requests under the following circumstances:

  • Lost orders or missing items due to our failed service delivery.
  • Orders that we failed to cancel and/or modified within a 12-hour timeframe after the order was placed.
  • Products that do not match the variant, appearance, and/or quality described on the product page.
  • Products that are faded, damaged, and/or missing pieces.

We do not accept return/refund requests for:

  • Lost orders due to customer address misrepresentation.
  • Undamaged items where customers simply change their minds.
  • Products damaged by customers.

To change your order for reasons such as changing size, color, etc., you can consider the Insurance package attached to each product for a free exchange/return for any reason within the specified days.

Refund Amount:

  • Full Refund:
    • For cancellations within 6 hours of placing the order.
    • Before design proofs are sent for orders made from customer-submitted photos
  • Partial Refund:
    • For orders made from customer-submitted photos: After sending design proofs. A fee of 5$ per design will be charged, depending on the complexity of the design.
    • Partial refunds include the shipping fee if the request is eligible.

How to File a Claim:

To initiate a claim, kindly send an email to cs@pawemb.com including the following details:

  1. Provide the Order number, receipt from our store, or reply to one of the order notification emails sent by us via cs@pawemb.com
  2. Provide the reason for the return/refund request.
  3. Video/photo evidence displaying the defective product
  4. Images of the labels attached to the product
  5. Allow us 24 hours (excluding Saturdays and Sundays) to respond to your email. Do not return the item before knowing whether your return and/or refund request is eligible.

Upon review, if the matter is deemed significant, we will promptly dispatch a replacement/refund at no extra charge. In such instances, you may retain the original product.

Customers are responsible for the return shipping fee and the journey to our warehouse. Lost return items cannot be refunded. We will provide a shipping label free of charge in case of our mistake.

Inspection and Refund Process:

  • Once we receive and inspect your returned item, we will notify you via email about the approval or rejection of your refund.
  • If approved, a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.

Expected Time for Refund:

  • Once we have processed a refund, please allow your bank 5-10 business days to complete the refund process on their end and issue it back to your account.
  • If you haven’t received a refund yet, check your bank account again and contact your credit card company, as it may take some time before your refund is officially posted. If you still have not received your refund, please contact us.

Compensation Policy

  • 100% Compensation:
    • For orders lost according to the specified timelines (35 days for the US, 45 days for UK, EU, CA, AU, and 60 days for other countries).
    • Includes shipping fees for reship or refund.
  • Compensation for Lost, Damaged, or Incorrect Items:
    • Reship: 100% value including shipping costs.
    • Refund: 100% value of the product excluding shipping costs.

SECTION 3 - Exclusions

Pawemb is not responsible for:

  • Incorrect or incomplete address provided by the customer.
  • Orders delivered to the correct address but not received by the customer.
  • Orders lost after delivery to the correct address.
  • Orders where the recipient failed to pay import duties on time.
  • Situations beyond our control such as natural disasters, pandemics, or fires.