Our Return Window

90 Days to Request an Eligible Return

Paqivelo™ provides a 90-day return window for eligible products. The 90-day period begins on the date your order is delivered.

Your return request must be submitted to our customer care team within this period. Receiving a return authorization does not remove the need to return the product in accordance with the instructions provided by our team.

Return Condition

When an Item Is Eligible for Return

Unless the product is being returned because it arrived damaged, defective, incorrect or materially different from its description, eligible preference-based returns should generally be:

• Unused and in the same general condition in which they were received.
• Complete with the original components, accessories and parts supplied with the item.
• Returned with the original packaging where reasonably possible.
• Accompanied by an order number, receipt or other proof of purchase.
• Free from damage caused by misuse, improper handling or unauthorized alteration.

These condition requirements do not prevent customers from contacting us about products that were already damaged, defective or incorrect when delivered.

Return Request

How to Start a Return

Before mailing an item back, please contact the Paqivelo™ customer care team at:

To help us review your request efficiently, please include:

• Your order number.
• The name or email address used when placing the order.
• The product you wish to return.
• The reason for the return.
• Photos or video where the item is damaged, defective, incorrect or otherwise affected by a product-related issue.

Once the request has been reviewed, our team will explain whether the item qualifies for return and provide the appropriate instructions.

Return Destination

Please Wait for the Correct Return Address

Please do not send returns directly to the business registration address displayed at the top of this page unless our customer care team specifically instructs you to do so.

Depending on the product, inventory location and destination involved, the appropriate return warehouse may be different from our registered business address.

Return Shipping

Who Pays the Return Shipping Cost?

Return shipping responsibility depends on why the item is being returned.

Order Issues

Damaged, Defective or Incorrect Items

We recommend inspecting your Paqivelo™ order shortly after delivery.

If your item arrives damaged, appears defective, is missing an expected component, or is different from the product you ordered, please contact us as soon as reasonably possible.

Include clear photographs or video showing the issue together with your order number. This allows our team to understand what happened and determine an appropriate solution.

Depending on the circumstances, the solution may include replacement of the affected product or component, a refund, or another reasonable resolution.

Return Exceptions

Products That May Not Qualify for Preference-Based Returns

Certain products may be excluded from ordinary change-of-mind returns where the nature of the item makes resale or reassignment impractical.

These may include:

• Products made specifically to a customer's requested specifications.
• Clearly personalized or custom-finished products.
• Items marked as final sale before purchase, where such a restriction is permitted by applicable law.
• Gift cards or other non-physical stored-value products, where applicable and permitted by law.

An exclusion for change-of-mind returns does not remove any rights you may have when an item is defective, damaged, incorrectly supplied or otherwise covered by applicable consumer protection law.

If you are uncertain whether a particular Paqivelo™ item can be returned, please contact us before sending it back.

Exchanges

Changing to a Different Item

If you would prefer a different product, finish or variation, please contact our customer care team first so we can review the original order and explain the available options.

In many cases, the clearest process is to complete the approved return for the original item and place a separate order for the preferred product.

This allows the new order to be processed independently without waiting for the returned item to complete every stage of inspection and refund processing.

European Union Customers

14-Day Statutory Right of Withdrawal

Where applicable under European Union consumer law, consumers purchasing goods through a distance sale generally have the right to withdraw from an eligible purchase within 14 days after receiving the goods, without needing to provide a reason.

This statutory right exists separately from Paqivelo™'s broader 90-day return policy and does not reduce any mandatory consumer rights available under applicable law.

Certain statutory exceptions may apply, including goods that are made to the consumer's specifications or are clearly personalized.

For an ordinary withdrawal where no product defect or seller error is involved, the customer may be responsible for the direct cost of returning the goods where permitted by law and disclosed in advance.

Refund Review

What Happens After We Receive Your Return

Once an authorized return reaches the designated return location, the item will be reviewed against the return request and applicable eligibility conditions.

We will notify you when the return has been reviewed and let you know whether the refund has been approved.

Where additional information is needed to complete the review, our customer care team may contact you using the email address associated with your order.

Refund Timing

When You Can Expect an Approved Refund

Once a refund has been approved, Paqivelo™ will issue it to the original payment method within 10 business days.

After the refund has been submitted by us, your bank, card issuer or payment provider may require additional time to process and display the funds in your account.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received the funds, please contact us so we can review the transaction status.

Refund Method

Refunds Are Returned to the Original Payment Method

Approved refunds are normally returned through the same payment method used for the original transaction.

This helps maintain transaction security and a clear payment record. In circumstances where the original payment method can no longer accept the refund, our team will review the available solution with the relevant payment provider where possible.

Customer Care

Questions About a Return or Refund

If you are unsure whether your item qualifies for return, need help with a damaged order, or would like an update about an approved refund, please contact the Paqivelo™ customer care team.

For existing orders, including your order number in your first message will help us locate the purchase more efficiently.