Refund policy
You may request a refund within 30 days of the date you receive your item(s). Our products ship from overseas warehouses, and delivery typically takes 7–15 business days. If your order is unlikely to arrive within 30 days (for example, due to peak-season carrier delays), we will proactively reach out to let you know and offer you the option to cancel or receive a full refund. Please read the terms below before requesting a refund.
1. Order Cancellation
You may cancel your order at no charge before it ships. We will do our best to intercept the shipment, but cancellation is subject to whether the order has already been handed to the carrier. If the order has entered the shipping process and can no longer be intercepted, it cannot be canceled, and the item will be delivered as scheduled — in that case, please follow the refund process below once it arrives. If cancellation is successful, you will receive a full refund, including any shipping fee paid.
2. Refund Options (Personal Reasons: Not Satisfied / Changed Your Mind)
For all items, you may choose one of the following:
- Keep the item & receive a 50% refund — you keep the item, and we refund 50% of the item price (excluding shipping and taxes); or
- Return the item & receive a full refund — you send the item back, and we refund the full item price (you are responsible for the return shipping cost). Once approved, we will provide the return address and a shipping estimate separately (typically $15–40, subject to the actual carrier quote).
For orders containing multiple items, refunds are calculated item by item.
3. Shipping Issues (Damage / Wrong Item / Loss)
- Damaged or wrong item: If your item arrives damaged or you received the wrong product, please contact us within 14 days of delivery with photos of the item. For items over $50 or fragile items, please also include an unboxing video that shows the full unsealing process and the condition of the item.
- Lost or undelivered package: If tracking shows the package as lost, or it has not arrived beyond the the estimated delivery window (7–15 business days).
Verified shipping/warehouse issues are our responsibility. After verification, we will provide a free replacement or a full refund, including shipping and taxes (your choice) — typically no return is required. Replacements are arranged within 7 business days after verification, with the same delivery time as a regular order.
Note: Damage/wrong-item claims must be reported within 14 days so that we can file claims with our carriers. Refunds for personal reasons carry the full 30-day window.
4. Shipping Fees & Payment Processing Fees
Orders under $49 are charged a flat shipping rate of $6.99, displayed at checkout. Shipping fees and payment processing fees already paid are non-refundable.
5. Items That Cannot Be Refunded
Items that have been used or are no longer in sellable condition, custom/personalized items, and clearance/sale items are not eligible for refunds.
6. How to Request & Timeframes
Please email pausadesk.shop@outlook.com with your order number, and we will respond within 1–2 business days. All refunds require our prior approval — items returned without approval cannot be accepted. Requests beyond the 30-day window will not be processed. After we receive the returned item and confirm it is in good condition, we will issue the refund within 3 business days. Please allow an additional 3–10 business days for the refund to appear, depending on your bank or card issuer.
7. Fair Use
Each order is eligible for one refund. The same email address, shipping address, or payment account is considered the same customer. Two or more refund requests from the same customer within 90 days will be reviewed manually on a case-by-case basis. We reserve the right to exercise discretion in cases of obvious abuse.
8. Please Do Not File a Chargeback While a Refund Is in Progress
While your refund or return is being processed, please do not also open a chargeback (credit card dispute) with your bank. Doing so will pause your refund until the dispute is resolved.