Refund policy

At Paxbury, we want you to be happy with what you buy. This policy explains when and how you can return items, get refunds, or cancel orders.

1. Return eligibility

You can request a return within 7 days from the date of delivery if:

• You received a wrong item or missing item
• The product is defective or damaged in transit
• The product received is significantly different from the description or images on our website

At present, we do not generally accept returns for:

• “Change of mind” (you no longer want the product)
• Minor color/texture variations due to lighting or screen settings
• Damage caused by misuse, improper handling, or normal wear and tear

Some products may be marked “Non-returnable” (for example, certain home textiles once opened, hygiene-sensitive products, clearance items). This will be clearly mentioned on the product page wherever applicable.

2. Conditions for returns

To be eligible for a return:

• The item must be unused, unwashed, and in its original condition.
• All original tags, labels, barcodes, accessories and packaging must be intact.
• You must raise a return request within 7 days of delivery.

We may request photos and/or an unboxing video as part of our quality and fraud-check process.

3. How to request a return

To request a return:

1. Email us at support@paxbury.com or contact us via WhatsApp on +91-9811334079.
2. Include:

• • Your Order ID
  • Reason for return
  • Clear photos (and video, if available) of the product & packaging

Our support team will review your request and respond with approval, partial approval, or rejection, along with return instructions.

Depending on your location and product type, we will either:

• Arrange a pickup through our courier partner, or
• Ask you to self-ship to our return address (we will share details case-by-case).

4. Inspection & outcome

Once the returned product reaches us, it will undergo a quality inspection. Based on the inspection result, we will:

• Approve a full refund, or
• Approve a partial refund (if the product or packaging is not in original condition), or
• Reject the claim and ship the product back to you (in case of misuse/issue not found).

We will keep you informed at every step by email/WhatsApp.

5. Refunds

5.1 Method of refund

Since Paxbury currently accepts prepaid orders only, all refunds (where approved) are processed back to the original payment method used at checkout (for example, the same card, UPI ID or bank account used earlier). The exact credit timelines depend on your bank/card issuer or payment provider.

5.2 Refund timelines

• Once your return is received and inspected, we typically initiate refunds within 3–5 business days.
• After we initiate the refund, your bank/payment provider may take an additional 5–10 business days to reflect the amount in your account, depending on their internal processes.

We will share an acknowledgment of the refund initiation via email/WhatsApp.

6. Shipping costs on returns

• If the return is due to our error (wrong item sent, damaged/defective product, major mismatch with description), we will bear the reasonable return shipping cost or arrange pickup at our cost.
• If the return is due to any other reason approved at our discretion, we may deduct two-way shipping and handling charges from the refund.

7. Cancellations

7.1 Before shipment

You may request to cancel your order before it has been packed or shipped by contacting us at support@paxbury.com with your Order ID.

If cancellation is approved:

• The order will be cancelled, and
• We will initiate a full refund to your original payment method.

7.2 After shipment

Once an order has been dispatched, it cannot be cancelled. You may instead follow the Return process (if eligible).

8. Exchanges

At the moment, we do not offer direct product exchanges. If you need a different product/variant, please:

1. Initiate a return for the original item (if eligible).
2. Place a new order for the item you want.

9. Contact for returns & refunds

For any questions regarding returns, refunds or cancellations, please contact:

• Email: support@paxbury.com
• Phone / WhatsApp: +91-9811334079

Refer to Shipping Policy