Returns & Refunds Policy
Last updated: 1 December 2025
1. Overview
At Paxwares, we want you to be happy with your order. Because our products are made to order through a third-party print-on-demand partner, returns work a little differently than a traditional retail store. This policy explains when we can offer replacements or refunds, and how to request one.
2. Eligibility Window
If something arrives damaged, misprinted or not quite right, please contact us within 30 days of delivery. After this period, we may not be able to offer a replacement or refund.
3. Return Conditions
To be eligible for a return or exchange (where applicable), items must be:
- Unworn and unwashed
- Free from stains, odours and pet hair
- In the same condition that you received them
In many cases, especially for misprints or damaged items, we may not require you to send the item back. We will confirm this once you contact us with details.
4. Damaged, Misprinted or Defective Items
If your item arrives damaged, misprinted or defective, please email us at [your-contact-email] within 30 days of delivery with:
- Your order number
- A brief description of the issue
- Clear photos showing the problem
Once we’ve reviewed the information, we’ll work with our fulfillment partner to organise a replacement or refund where appropriate.
5. Incorrect Items
If you received the wrong item (wrong design, colour or size compared to your order confirmation), please contact us within 30 days of delivery with photos and your order details. We will arrange a correction, replacement or refund where applicable.
6. Size, Fit & Change-of-Mind
Because our products are made to order, we are generally unable to accept returns for:
- Change of mind
- Choosing the wrong size
- Deciding you do not like the design, colour or feel
Please check our size guide and product descriptions carefully before placing your order. If you are unsure, you’re welcome to contact us before purchasing and we’ll do our best to help.
7. Non-Returnable Items
Unless faulty or misprinted, the following items are typically not eligible for return:
- Gift cards
- Customised or personalised items (e.g. custom text or special designs)
- Items marked as final sale
8. How to Request a Return, Replacement or Refund
To start a return or report an issue, please email: [your-contact-email] with:
- Your full name and order number
- The item(s) you’re contacting us about
- A brief description of the issue
- Photos of the product and any defects, if applicable
We’ll review your request and let you know the next steps, including whether a return is needed or if we can resolve it with a replacement or refund directly.
9. Refunds
If your refund is approved, it will be processed back to your original method of payment. Once we issue the refund, it may take 5–10 business days for your bank or card provider to post it to your account.
Shipping costs are generally non-refundable unless the refund is due to our error or a defective/incorrect item.
10. Exchanges
In some cases, we may offer a replacement item instead of a refund (for example, if your item was damaged or misprinted). Because items are made to order, we cannot guarantee exchanges for size or colour changes after an order has been placed.
11. Late or Missing Refunds
If you haven’t received a refund yet:
- First check your bank or card account again.
- Then contact your bank or card provider; it may take some time before your refund is officially posted.
If you have done all of this and still have not received your refund, please contact us at [your-contact-email] with your order number.
12. Your Consumer Rights
Nothing in this policy is intended to limit any rights you may have under applicable consumer law in your country. Where local laws provide additional protections, those rights will apply in addition to the terms set out here.
13. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in our products, fulfillment partners or legal requirements. Any updates will be posted on this page with a revised "Last updated" date.
14. Contact Us
If you have any questions about returns, refunds or exchanges, please contact us at [your-contact-email].