Refund & Returns Policy

Thank you for shopping with Pauseology. We really hope that you are happy with your purchase(s).

However, we accept, that being unable to feel or try before you buy, means you wont always get it right. We aim to be totally transparent and honest about everything that we sell and pride ourselves on offering exceptional customer service. If we feel there is anything that is important for customers to know about a product or that requires consideration before purchase, a note will be added on the product description under **Good to know** 

The aim of this is to prevent anyone feeling unnecessarily disappointed, misled or unhappy with their purchases. 

Returns Process

If you are not fully satisfied with the item(s) you have received, you may return the item(s) to us within 10 working days of receipt. Once items are returned, as long as we are happy they have not been worn or washed and are returned in original packaging and with labels intact, you will be entitled to receive a full refund. Please ensure that the items have no signs of wear, makeup or perfume as this will not allow us to offer a refund. For item(s) returned after the 10 working days (will be guided by the postmark date) we reserve the right to return the item(s) to you.

• Refunds will be credited to your original method of payment.

•Once we receive your return your refund will be processed  within 5-7 working days.

•Pauseology have the rights to reject a refund/exchange on any items we think have been worn or damaged. 

Here's what to do:

1. Please contact us via email info@pauseology.com to request a returns form. In our attempt to reduce waste we are not including the returns forms in the package(s). This will be emailed back to you in order for you to print and complete.

2. Complete the returns form stating your invoice number and tick your reasons for returning the item.

3. Please enclose your returns form with the item(s) being returned - we do not pay for returns postage. We provide free postage at the point of purchase and are unable to provide this both ways. We recommend using a recorded delivery service (of your choice) to ensure your returns are insured against loss or damage whilst in the pocession of the carrier.

Please return your item(s) to the following address: 

PO BOX 13108

Billericay

Essex

CM12 2GL

 Please ensure you retain your proof of postage.

Changed your mind? Your right to cancel.

We understand that you may change your mind about something you have purchased. In these situations please refer back to the returns process above.

Please be aware that we are unable to change or cancel orders once they have already been placed. Please await delivery of the item and return as explained in the returns process above.

Exchanges

Unfortunately, we do not accept exchanges or issue credits. It is much more straightforward to issue refunds to customers once we have received the returned item, and for a new purchase to be made in the meantime.

Faulty Items

All items are sold with a label/tag attached and would have been throughly checked for any faults or imperfections before being sent out. However, we appreciate that things can be missed. If you take receipt of faulty item(s) you are entitled to a full refund up to 10 days after receiving the goods. 

Please follow the standard Returns policy as outlined above. In the first instance, please contact us via email @ info@pauseology.com, providing your Order Number (begins #) and as much information as you can regarding the fault. If you can, include images where possible to enable us to advise you quickly and correctly of the best method for resolution.

We aim to respond to all enquiries within 3 hours if placed before midday, otherwise it may go into the next working day. 

 Refunds

We are not obliged to provide you with a refund until we have received the item(s) back from you and are satisfied with the reason for the return and all item(s) are in the appropriate condition.

Any item(s) rejected will be returned to you along with a letter outlining the reason(s).

Once your refund is approved, you will be notified by email and the refund processed. A credit will automatically be applied to your original method of payment within approximately two days of being processed. Depending on your bank, it may take up to two billing cycles for the credit to appear on your credit card statement.

Undeliverable Items

If items are undeliverable to you by the courier/postal services, these orders will be held for a defined period of time (varies per company) for you to collect. If uncollected items exceed this limit, they will be returned to us as the sender. All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.