Refund policy

Operated by Paxbury Brands LLP
Last updated: 9 October 2026

At PAXBURY™, we believe shopping should be straightforward and transparent. We want every customer to receive the correct product in the condition and quality promised.

This policy explains how returns, replacements, refunds, cancellations and exchanges are handled for purchases made through www.paxbury.com.

Many PAXBURY products, including our STUDIO 001 collection, are produced on demand. Please review this policy and the product size guide before placing an order.

1. Return Eligibility

You can request a return, replacement or refund within 7 calendar days of delivery if:

• You receive an incorrect product, colour or size different from what you ordered.

• Your order contains a missing item.

• The product arrives damaged or defective.

• The printing or manufacturing has a significant defect.

• The product is materially different from its description, specifications or advertised characteristics.

Claims relating to significant delivery delays or other matters covered by applicable consumer protection laws will also be reviewed in accordance with those laws.

We encourage customers to report problems promptly so that we can investigate and resolve them efficiently.

2. Made-to-Order Products & Non-Eligible Returns

Selected PAXBURY products are printed or prepared specifically after an order is placed.

Because of this production model, we do not ordinarily accept returns or exchanges solely for:

• Change of mind after purchasing.

• Ordering an incorrect size when the correct size was supplied.

• Preference for a different colour, design or product.

• Minor differences in colour appearance caused by screen settings or lighting, where the delivered product otherwise matches its description.

• Damage caused by misuse, improper care, accidental damage or normal wear and tear.

Important: These exclusions do not apply where a product is defective, incorrectly supplied, materially misdescribed or where a return, refund or other remedy is required by applicable law.

Please refer to the size chart provided on each product page before ordering.

3. Conditions for Return Requests

For standard return requests, please contact us within 7 calendar days from the date of delivery.

When a physical return is appropriate, we may ask that the product be returned with its original labels, tags and packaging, where reasonably available.

Products should not be used, washed or altered unnecessarily after a problem is discovered.

However, claims for manufacturing defects, incorrect goods or other legally protected issues will be assessed on their merits. A missing tag, damaged packaging or use reasonably necessary to identify a defect will not automatically invalidate an otherwise valid claim.

The seven-day reporting period is our standard claim procedure and does not limit rights available under applicable consumer protection laws.

4. How to Request a Return or Refund

To submit a request, contact our customer support team:

Email: care@paxbury.com
WhatsApp: +918796527724

Please provide:

1. Your PAXBURY order number.

2. The name of the affected product.

3. A brief description of the issue.

4. Clear photographs of the product and the relevant problem, if available.

5. Photographs of the packaging, shipping label or product label, where relevant and available.

An unboxing video can help investigate missing items, damaged parcels or packaging-related disputes. We encourage customers to record one where practical, but the absence of a video does not automatically prevent us from reviewing a claim.

We may request additional reasonable information to verify the issue.

Please do not send products to our registered office or fulfillment partner without receiving return instructions from us.

5. Return Review & Resolution

Once we receive your request, our support team will review the information provided and may coordinate with our production or delivery partners.

Depending on the nature of the issue, an eligible claim may be resolved through:

• A replacement of the affected product.

• A full refund.

• A refund for the affected item or part of an order.

• Another mutually agreed and legally appropriate resolution.

For certain verified manufacturing or printing defects, we may be able to resolve the issue without requiring the original product to be physically returned.

Where a return is necessary, we will provide collection or shipping instructions.

A partial refund will be offered only where appropriate and agreed with the customer, or otherwise permitted by applicable law. We will not automatically reduce a valid defect refund because the original packaging was opened or damaged.

If a claim cannot be approved, we will explain the reason and any further review options.

6. Refunds

6.1 Refund Method

For orders paid online, approved refunds will normally be issued to the original payment method used at checkout, including eligible UPI, credit card, debit card and netbanking payments.

If a refund cannot be completed through the original method, we will contact you to arrange another lawful and appropriate refund method.

We do not require customers to accept store credit in place of a monetary refund where a monetary refund is due.

6.2 Refund Processing Time

Once a refund has been approved and any necessary verification or return process is completed:

• PAXBURY will ordinarily initiate the refund within 3–5 business days.

• After initiation, banks and payment providers may take approximately 5–10 business days to reflect the amount in your account, depending on the payment method.

These are typical processing estimates. Any earlier refund or resolution required by law will take precedence.

We will share confirmation once the refund has been initiated.

If a refund does not appear within the expected period, please contact us with your order number.

7. Return Shipping Charges

7.1 Incorrect, Damaged or Defective Products

Where an eligible return results from a mistake, manufacturing defect, delivery damage or material mismatch attributable to us or our fulfillment partners:

PAXBURY will bear reasonable return shipping costs or arrange an appropriate collection where required.

Customers will not be charged return shipping fees for valid claims where the responsibility lies with us.

7.2 Other Approved Returns

If we exceptionally approve a discretionary return for reasons outside our normal return eligibility criteria, any applicable pickup, return shipping or handling charges will be communicated in advance.

Such charges will not be deducted without an appropriate basis and prior communication.

8. Order Cancellations

8.1 Before Production Begins

If you need to cancel an order, please contact care@paxbury.com as soon as possible with your order number.

Because PAXBURY products may be made on demand, orders can enter production shortly after confirmation.

If the order has not entered production and cancellation is possible, we will cancel it and initiate a full refund to the original payment method.

8.2 After Production Begins

Once an order has entered printing or production, cancellation may no longer be possible because the product is already being prepared.

We will review cancellation requests individually and communicate the available options.

8.3 After Dispatch

Orders that have already been dispatched generally cannot be cancelled through our standard cancellation process.

If the delivered product is eligible for a return or refund, you may submit a claim under this policy.

Nothing in this section limits remedies available for non-delivery, significant delays, defective products or other circumstances covered by applicable law.

9. Exchanges & Size Issues

We currently do not provide routine exchanges for size, colour or style preferences on correctly supplied made-to-order products.

If you select the wrong size and receive the size ordered, an exchange is not ordinarily available.

However, if:

• You receive a size different from the one ordered.

• The garment is materially inconsistent with the published size specifications.

• The product has a manufacturing defect affecting its fit.

please contact us within the standard reporting period.

We will review the issue and arrange an appropriate remedy where the claim is valid.

For voluntary changes of size or design, customers may place a new order for the preferred item.

10. Lost, Missing or Undelivered Orders

If your order has not arrived within the communicated delivery period, please contact our support team.

We will investigate the shipment with our courier or fulfillment partner.

If a shipment is confirmed lost, cannot be delivered due to circumstances attributable to us or our delivery partners, or otherwise qualifies for a remedy under applicable law, we will arrange an appropriate replacement or refund.

For deliveries returned to origin because of incorrect customer-provided information, repeated unsuccessful delivery attempts or refusal of delivery, please refer to our Shipping & Delivery Policy.

11. Consumer Rights & Grievance Resolution

This policy is intended to operate in accordance with applicable Indian consumer protection laws.

Nothing in this policy excludes or restricts legal rights or remedies that cannot lawfully be excluded.

For complaints or escalation, contact care@paxbury.com and include your order number and a description of the concern.

We aim to acknowledge formal consumer grievances within 48 hours and resolve them within one month of receipt, in accordance with applicable requirements.

12. Contact Information

PAXBURY™ — Customer Support

Business Name: Paxbury Brands LLP
Website: https://www.paxbury.com
Email: care@paxbury.com
WhatsApp: +918796527724
Location: Gurugram, Haryana, India

Related policy: Shipping & Delivery Policy

Thank you for choosing PAXBURY™.

WEAR YOUR OWN WAY.