To be eligible for a return, your item must be unused and in the same condition that you received it. It must also have the original tags, hygiene liners and packaging.
For returns, the customer has to send back the package on their own, choosing the company that suits them best for the delivery service.
To receive a refund, first you have to verify if your purchase applies. Once your items have been received and verified, we will proceed with the refund. The method of reimbursement will be bank deposit.
If you have received the refund confirmation by the Pau Román team but still doesn’t reflect on your bank account, please get in touch with your bank company, since it can take a few days for the refund to appear on your electronic bill.
If the customer wishes to receive credit in our online store instead, they must request a special code. The customer will have one year to use it, after this period of time they must contact us to make it valid again.
If the customer wishes to exchange a product, he or she will have to cover all shipping expenses. These are calculated depending on the shipping postal code, but they can vary without further notice.
The customer will be responsible for the shipment of their package. Once the products are inspected we will send back the change, as long as the payment for the second shipping has been also covered.
Only regular priced items can be exchanged or reimbursed. Unfortunately sale and custom-made items will not be refunded.
For the moment exchanges are only made within México, if you are abroad please contact us through email.
We recommend that you verify the availability of a product (model, size, color) before proceeding with the exchange process.
No return, refund or exchange in lingerie items.
We will refund or exchange any item sent different to the one on the original order or damaged, with no need for the customer to cover the shipping costs.
The shipping costs won’t be refunded in any case. If you receive a refund, this means the shipping costs will be deduced.
Even though we make sure your orders are shipped within the established time frame, it is possible to it may suffer delays. This can happen due to general shipping services, seasonal weather events, holidays, among others. We constantly make follow ups after each purchase, so rest assured we will be in contact during those cases.
For more information on shipping methods please check our Shipping section.
Shipping costs are not refunded.
If your favorite piece has been used for years and is now damaged, contact us to learn if we can fix it.
Your item will have to be physically inspected in our showroom, in Mérida, Yucatán, which you can hand over personally or through post service.
Depending on the severity of damage, we will reach you to confirm the repair and offer some options. We will also inform you of the cost.
The repair time will depend on the gravity of damage.
In case there is damage that can not be repaired, we will let you know when and where to collect your items. If you live outside of Mérida, make sure you provide your shipping guide and we will program the pick up.
The damage that can be submitted for revision is only that caused by usage alone, this excludes damage for discoloration, extraordinary stains and extreme fabric tear.
We reserve the right to process an exchange or refund, if more than three months have already passed, since the day of your purchase.
If you wish to cancel your order before it has been processed and shipped, the refund will be made according to your payment method. If you have payed though an installment-payment's option, you will be subject to such platform's conditions.
These policies are reviewed constantly to make sure you are fully aware of the purchase conditions. However we reserve the right to change or eliminate them at any time, so please make sure to read this section constantly.
All of our policies apply once they are published on our web page and social media.
If you need to get in touch to claim a refund or exchange, or for any other reason, send us an email at firstname.lastname@example.org or though our social media.
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