Refund policy

Returns & Refunds

We want you to have clear information before you buy. The product page and checkout show the return eligibility, return window, exclusions, hygiene or safety requirements, and any product-specific instructions that apply to your order. These terms do not limit rights that cannot lawfully be excluded.

Start a return or report a problem

Contact Paweno before sending anything back. Include your order number, the item involved, and the reason for the request. We will confirm the applicable instructions, return address, and any information needed to review the request. Unauthorised returns may not be accepted.

Change-of-mind returns

Whether a change-of-mind return is available depends on the product, its condition, the destination, and the terms shown before purchase. Unless the product page or checkout says otherwise, returned items should be unused, clean, complete, and accompanied by original packaging where reasonably possible. Normal wear, misuse, or unsafe handling may affect eligibility, subject to applicable law.

Damaged, incorrect, or defective items

If an item arrives damaged, incorrect, or defective, contact us promptly with the order details and clear photographs where relevant. Keep the item and packaging until we have reviewed the request and explained the next step. We will handle an approved remedy in accordance with the applicable policy and law.

Refund timing

Approved refunds are sent to the original payment method unless another method is required or agreed. Your bank or payment provider may need additional time to post the refund after Paweno processes it. Any statutory refund timing and consumer remedy that applies to your order remains unaffected.

Return shipping

Who pays return shipping depends on the reason for the return and the terms shown for the order. We will explain this before you send an item back.

Last updated: September 14, 2026.