Refund policy

At Paduwa, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully to understand your options.

1. Return Eligibility

You may request a return if:

The item was delivered damaged or defective.
You received the wrong product.
The product is significantly different from its description.
The item is unused, unworn, and in its original condition.
The product is returned with its original packaging, accessories, manuals, tags, and invoice (where applicable).

To be eligible for a return, the product must not show signs of use, damage caused after delivery, or alterations made by the customer.

2. Return Window

You may request a return within 2 days from the date of delivery.

Return requests submitted after this period may not be accepted unless required under applicable law or approved by our customer support team.

3. How to Request a Return

To initiate a return:

Contact our customer support at support@paduwa.com.
Include your:
- Order Number
- Full Name
- Reason for the return
- Photos or videos of the product (especially if damaged or defective)
Our team will review your request and provide further instructions if your return is approved.

Please do not send products back without prior authorization, as this may delay or affect the processing of your request.

4. Refund Process

Once your returned product is received and inspected, we will notify you of the outcome.

If approved:

Your refund will be processed within 5–7 Business Days after approval.
Refunds will be issued to your original payment method wherever possible.
Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

If your return does not meet our eligibility criteria, we will inform you of the reason for the rejection.

5. Exchanges

We offer exchanges for eligible items in the following situations:

Defective products
Damaged products
Incorrect items received
Size or color exchanges (where applicable)

Exchange requests must be submitted within 2 DAYS of delivery and are subject to product availability.

If a replacement is unavailable, we may offer a refund or store credit, as appropriate.

6. Damaged, Defective, or Incorrect Products

If your order arrives:

Damaged
Defective
Incomplete
Incorrect

please contact us within 2 DAYS of receiving your order.

To help us resolve the issue quickly, please provide:

Order Number
Photos of the product
Photos of the packaging
A brief description of the issue

Once verified, we will arrange a replacement, exchange, or refund at no additional cost to you.

7. Non-Returnable Items

For hygiene, safety, or legal reasons, the following items are generally not eligible for return unless they arrive damaged or defective:

Personal care and hygiene products
Consumable goods
Gift cards
Digital products or downloadable content
Customized or personalized items
Clearance or final sale items (unless defective)
Products specifically marked as "Non-Returnable"

Any product damaged due to misuse, negligence, improper handling, or unauthorized modifications will not be eligible for return or refund.

8. Return Shipping Costs

If the return is due to:

A damaged product
A defective product
An incorrect item shipped by us

Paduwa will bear the return shipping cost.

If the return is for any other eligible reason (such as a change of mind, where permitted), the customer may be responsible for the return shipping charges unless otherwise stated.

Any applicable shipping fees paid during the original purchase are generally non-refundable unless the return is due to our error or a defective product.

9. Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been shipped, cancellation requests cannot be guaranteed and may instead be treated as a return request under this policy.

10. Refund Exceptions

Refunds may not be issued in the following situations:

Products returned in a used or damaged condition (unless the damage was reported upon delivery).
Returns requested after the eligible return period.
Products missing original packaging or essential accessories.
Products damaged due to improper use after delivery.
Returns that do not comply with this policy.

11. Store Credit (Optional)

Where applicable, we may offer:

Store credit
Gift vouchers
Replacement products

instead of a monetary refund, if mutually agreed upon by both parties.

12. Fraud Prevention

To protect our customers and business, Paduwa reserves the right to:

Verify return requests.
Request additional information or evidence.
Decline returns or refunds in cases of suspected fraud, abuse, or misuse of our return policy.