Refund policy
We have a 90-day return policy, which means you have 90 days from the day you receive your item to request a return.
To be eligible for a return, your item must be in the same condition you received it: unused or unworn, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return, you can contact us at officialbaupaw@gmail.com.
⚠️ Return shipping costs are the responsibility of the customer.
Please note that our returns logistics center is located in Asia. As a result, international shipping costs, delivery times, and any customs duties related to the return are entirely the customer's responsibility.
We recommend contacting us before starting any return, so we can find the best solution for your specific case.
If your return is accepted, we will send you a return address, along with instructions on how and where to ship your package. Items sent back to us without first requesting a return will not be accepted.
⚠️ For orders returned to sender due to an incorrect or incomplete address provided by the customer, or because the recipient was absent or unreachable at the address provided, a full refund is not guaranteed.
In these situations, we offer two possible solutions:
- arranging a new shipment with payment of the new delivery costs;
- or accepting a partial refund equal to 20% of the order amount.
For any questions about returns, you can always contact us at officialbaupaw@gmail.com.
Order Cancellation
An order can be canceled before it is processed:
- Orders paid by credit/debit card: within 3 hours of purchase.
- Orders paid with PayPal: within 24 hours of purchase.
To cancel an order, you must first contact customer support at officialbaupaw@gmail.com.
After this window, the system will automatically process the order and it will no longer be possible to cancel it.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we can evaluate the issue and make it right promptly.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- perishable goods (such as food, flowers, or plants),
- custom products (such as special orders or personalized items),
- personal care goods (such as beauty products).
We do not accept returns of hazardous materials, flammable liquids, or gases.
If you have any questions about a specific item, please contact us.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to get the item you want is to return the one you have. Once your return is accepted, you can make a separate purchase for the new item.
Refunds
We will notify you once we have received and inspected your return, and we will let you know if the refund has been approved.
If approved, the refund will be automatically credited to your original payment method within 10 business days. Please keep in mind that your bank or credit card company may take additional time to complete the process.
If more than 15 business days have passed since your return was approved, please contact us at officialbaupaw@gmail.com.
Join the BauPaw Club