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, there are two options:

1. The customer can send the package on their own, choosing the company that suits them best for the delivery service.

2. The customer can request the return service through us, however the costs for the shipping will be deduced from the original amount paid.

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.



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 items 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.


Shipping terms

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.


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.

If you need to get in touch to claim a refund or exchange, send us an email at or though our social media.

IG: @pauromanmx
FB: Pau Román