Refund & Return Policy

At Pemagear, customer satisfaction is our top priority. Since all our items are made-to-order, we do not accept returns. However, if your item is damaged, defective, or incorrect, we will provide a replacement or full refund—no return required.

Please review our policy below for details on refunds, exchanges, cancellations, and frequently asked questions.

A. Returns Policy

1. No Returns Policy

  • All products are made-to-order, so we do not accept returns or maintain inventory/stock.
  • Due to the custom nature of our products, we encourage customers to carefully review product descriptions and sizing charts before placing an order.

2. Why We Do Not Accept Returns

  • Since all our items are custom-made and we do not hold inventory, we cannot accept returns.
  • By producing only what is ordered, we help reduce overproduction, minimize waste, and support sustainable manufacturing practices.

If your item is defective, incorrect, or damaged, please contact us at [email protected], and we will gladly provide a replacement or refund—no return required.

B. Order Corrections & Cancellations

1. Order Corrections

If you need to change your order details, such as size, design, or shipping address, please contact us within:

  • 24 hours (weekdays)
  • 48 hours (weekends)

After this timeframe, orders enter production and can no longer be changed or canceled.

2. Order Cancellations

You may cancel your order and request a full refund if you contact us within:

  • 24 hours (weekdays)
  • 48 hours (weekends)

Once an order has entered production, it cannot be canceled or refunded due to its custom-made nature.

3. How to Cancel Your Order

  • Email us at [email protected] with your order details.
  • Our team will process eligible cancellations within 1-2 business days.

C. Refund Policy

We offer refunds in the following cases:

1. Damaged or Defective Items

If your item is damaged or defective, you are eligible for:

  • A full refund or
  • A free replacement (no return required)

To qualify, please provide photo proof within 30 days of delivery (as confirmed by tracking).

2. Late Delivery or Missing Orders

  • After 45 days: Eligible for a 50% refund.
  • After 60 days: Eligible for a full refund.

3. Exclusions (No Refunds for Customer Errors)

Refunds are not accepted for:

  • Incorrect selection of size, design, or color
  • Wrong shipping address provided
  • Minor color differences due to screen variations
  • Shipping costs (non-refundable)

4. Refund Processing Time

  • Refunds are processed within 5-7 business days after approval.
  • Please allow an additional 3-5 business days for the refund to appear in your account, depending on your bank or payment provider.

5. How to Request a Refund

To request a refund, please email [email protected] with:

  • Your order number
  • Photo proof (if applicable)
  • A brief explanation of the issue

Our team will review your request and respond within 1-2 business days.

D. Exchanges & Replacements

1. Eligibility for Exchanges & Replacements

  • Replacements are offered only for defective or damaged items.
  • Requests must be made within 30 days of delivery (as confirmed by tracking).

2. How to Request a Replacement

  • Email us at [email protected] with your order details and clear photo proof of the issue.
  • Once approved, we will send a free replacement—no return needed.

3. Exclusions (No Exchanges for Customer Errors)

Exchanges are not accepted for incorrect selection of size, design, or color.

4. Processing Time for Replacements

  • Replacement requests are processed within 3-5 business days after approval.

E. Who Covers Shipping Costs for Replacements?

  • If your item is defective, damaged, or incorrect, Pemagear covers all costs for the replacement, including shipping.
  • For other cases (customer errors), customers are responsible for any additional shipping fees.

F. Lost or Stolen Packages

If your tracking shows “Delivered” but you have not received your package:

  • Wait 24 hours as carriers sometimes update the status before actual delivery.
  • Check with neighbors or household members who may have received it.
  • Contact the carrier (USPS, Canada Post, Royal Mail, Australia Post) for exact delivery details.

If you still cannot locate your package, contact us at [email protected], and we will assist you in filing a claim with the carrier.

G. Transit Damage Policy

If your item arrives damaged due to shipping, please contact us within 48 hours of delivery with:

  • Photos of the damaged product and packaging
  • Your order number

We will assess the issue and determine if a replacement or refund is applicable.

If the shipping carrier is responsible for the damage, we will assist you in filing a claim or handle the process on your behalf, depending on the case.

H. Tracking Issues & Order Status

  • If your tracking has not updated for 5+ business days, please contact the carrier first.
  • If your order has been in transit for more than 20 business days, contact us at [email protected] for further assistance.

I. Customer Satisfaction Commitment

  • We respond to refund, cancellation, and exchange requests within 1-2 business days.
  • During peak seasons or holidays, response times may be slightly longer, but we are committed to resolving your issue as quickly as possible.

Your satisfaction is our priority. If you ever have concerns about your order, do not hesitate to reach out—we are here to help.

J. Contact Information

For any questions, concerns, or support requests, please reach out to us:

  • Email: [email protected]
  • Phone: +1 (818) 639-3668
  • Business Hours: Monday to Friday, 9:00 AM – 5:00 PM PST