Our refund and return policy lasts 30 days. If 30 days have passed since your purchase, we cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original form of payment within a certain number of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Then contact your bank. There is often some processing time before a refund is posted. If you have done all of this and still have not received your refund, please contact us at hello@pastelpjs.com (subject: REFUND).
Promotional items and discounts
Only regular priced items can be refunded. Sale items cannot be refunded.
We only replace items if they are faulty or damaged. If you need to exchange it for the same item, email us at hello@pastelpjs.com (subject: REFUND) and ship your item to: {WAREHOUSE physical address}.
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item has been received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we’ll send a refund to the gift giver and they’ll find out about your return .
Additional Non-Returnable Items: Gift Cards
To return your product, you must send your product to: {physical address of WAREHOUSE}.
You will be responsible for paying your own shipping costs for returning your item. Shipping charges are non-refundable. If you receive a refund, the return postage will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
This refund policy is for users of this website who have problems with the order, product and packaging. We will process the refund as soon as possible (usually within 72 hours).
• Please double check your delivery address, because if your package does not reach you due to an address error (on your part), we will not be responsible; the same if you have not collected your package at a relay point. In these cases, you remain liable for the cost of returning the package.
• We begin delivery upon receipt of your payment. An order entrusted to the carrier cannot be cancelled.
However, to better solve the return and refund problem, please see the following content.
What you need to provide:
1. Photos/videos of the damaged item. Please send us the documents to prove the damage.
2. Screenshots of the dispute, which include name, date and content. For example, a customer complaint/dispute is raised via PayPal Dispute, email, chat window, etc.
3. (Optional) Item tracking number. If we request a return of the item, you must send the tracking number to prove that you have returned it.
How to request a refund:
1. Contact customer service at hello@pastelpjs.com (Subject: REQUEST FOR REFUND)
2. Send photos/videos of the damaged product and screenshots of the dispute.
Please note: The money will be refunded to the original payment channel (PayPal or credit card).
Cases where we issue refunds:
1. Damaged Products
If the product arrived damaged, we offer a full refund or replacement.
2. Incorrect or missing products
WAY2YOU STORES LLC has strict quality control standard. We or our partners will check each product before delivery. If any of the following circumstances exist, we offer a full refund or replacement: wrong product/product with wrong color, size, etc. (compared to your order)/product with a missing component.
Please note: You do not need to return the wrong product. We will refund or resend the voucher.
If you have any questions about the size, please provide photos of the measurement. Make sure you measure the item in the correct method. You can send the result to our customer service and we will process it as soon as possible.
3. Out of stock products
We offer a full refund if the product is out of stock. We will notify you and issue the refund or replacement.
4. Unshippable Products
We offer a full refund if the product cannot be shipped. Due to limited transportation, some products do not have a suitable shipping option. We will notify you in time and issue the refund.
5. Delayed Orders
We offer a full refund if an order is delayed. It will be counted from the date the package leaves the WAY2YOU STORES LLC partner warehouse in China (according to tracking or order tracking), except for situations such as:
• During peak season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
• In unforeseen circumstances, such as epidemics, etc., the date will be different. Please pay attention to our notification email and message.
Please note that :
has. For orders shipped to European countries, Australia, Canada, we will refund if the total shipping time exceeds 30 days.
b. For orders shipped to South America, Middle East, India, Africa, we will refund if the total shipping time exceeds 60 days.
vs. Order delay caused by pending delivery, such as insufficient address, unclaimed package, unable to contact customer, etc., we will not refund you.
6. Canceled orders
We offer a full refund if the order is canceled before the product is shipped. But we will not offer a refund if the following circumstances exist: Custom-made or personalized order (We will not refund a product made-to-measure for you because it is personalized to your choice and will not fit someone else. )
7. Missing parcels
We offer a full refund if a package is missing during delivery.
8. Other terms
We provide warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we do not support refunds.
Cases where we do not provide refunds
1. Order delivered
We will not offer refunds or resends if the tracking information says “order delivered”.
2. Unclaimed package
If the package is not claimed, it will be destroyed by the local carrier within 48 hours.
3. Tracking Information Alert
We will not offer refund or resend if the tracking information alerts. The following reasons can cause the alert: Incorrect/insufficient address; Parcel refused; customs clearance; Number does not exist; recipient unknown; Further information
Dispute expiry date
You can raise a dispute within 30 days from the date you placed the order. Please note: A dispute will be closed automatically if you have not responded for 3 consecutive days.
Dispute denied
The following disputes will be declined:
Order closed. We will refuse your dispute if the order status is closed.
No Tracking Information – We will decline your dispute if the tracking information has expired. Usually the post office will keep the order tracking information for 180 days.
Shipping Option – we will decline the dispute if you choose the following shipping options:
NL post; Electric Post NL to USA, UK, Canada, Australia, South Africa, Overseas Territories and Overseas Island Areas;
Destination- We will refuse the dispute if your order is shipped to the following countries:
Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Meeting; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.
force majeure
We will refuse dispute for any damaged product or shipping delay caused by force majeure, epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs check.
Others: We will refuse disputes caused by the following reasons:
has. The customer does not like the product.
b. Item does not match listing description, such as inaccurate measurement.
vs. The product has an unusual smell.
3. Return
We do not suggest that you return the products. Because the shipping costs are high and sometimes more than the value of the product. Also, it takes months to deliver the package, which will affect the processing time.
If you urge to return the product, please pay attention to the following aspects:
You must return the product within 10 days of receiving it.
The product is in good condition and does not affect secondary sales.
You must pay the shipping costs.
You can only return the product to the warehouse of the partner of WAY2YOU STORES LLC in China such as the physical address will be provided to you by customer service.
If you returned the product, please send the tracking number to our customer service.
Need help?
We always strive to provide the best service. If you have any further questions, please do not hesitate to contact us at hello@pastelpjs.com (subject: GENERAL)
