Refund Policy

Quality is at the core of our brand. We stand firmly behind the durability of our products. However, should any issues arise with your gear, we are dedicated to resolving them. Our commitment is to find a solution that ensures your satisfaction.

Pewox is pleased to accommodate returns or exchanges within 30 days after confirmation of receipt. For a complete refund, kindly ensure that tags remain intact and that items are in new condition, free from washing.

 

Estimated time to receive the refund 

Upon receiving the returned package and confirming its eligibility for a refund, we will proceed to initiate the refund to your original credit card. After the refund is processed, you can generally expect to see the funds returned to your account within 14 working days, depending on the policies of your bank.

It's important to be aware that your bank or credit card company might also require some time to process and reflect the refund on your account.

If you find that the refund does not appear within the 14-day timeframe, kindly get in touch with us. Describe the issue you're facing, and we will diligently work to find a resolution for you.

 

Situations Of Return

Cancellation after ordering

  • You can cancel the order by yourself for any reason within 24 hours of payment, and you will be refunded the total amount that you paid for the purchase. After this time, if you still want to cancel the orders, please contact us, we will check the status of your order, if it is not processed, you will be refunded the total amount you paid for the purchase.
  • The order cannot be canceled once the order has been processed.

 Where you can change or cancel your order by yourself:

  • Upon completing your payment, you will have access to cancel, edit, and reorder buttons for your order. Within 24 hours of making the payment, you can utilize these options to modify or cancel your order independently.
  • you can also change or cancel your order on your account page, click "my orders" and you can see edit/cancel and reorder buttons for each order. And you can choose to change or cancel your order by yourself within 24 hours of payment.

 

Change of mind

If you change your mind and want to return the item after receiving it, please follow our return process and return it to the address on the return label we sent you, as soon as your return has been processed at our warehouse, we will send you a message as to whether your returned items were approved or denied. If approved, the total amount you paid for the purchase (minus the  £1.99 processing fee) will be issued and sent to your original credit card within 14 business days.

 

Faulty/items that break

We hold our products to a high standard, and if they fall short of excellence, we are committed to rectifying the situation.

If you happen to receive an item that is faulty or broken, kindly reach out to us, and we'll strive to address the matter promptly.

Please ensure to provide the following details:

  1. Your order number.

  2. The name of the product or its SKU number/Product code (this information can be located in your confirmation email).

  3. Provide a description of the damage or defects, and attach clear photographs for reference.

 

Damaged on arrival

We hold our products to a high standard, and if they fall short of excellence, we are committed to rectifying the situation.

If you happen to receive an item that is damaged, kindly reach out to us, and we'll strive to address the matter promptly.

Please ensure to provide the following details:

  1. Your order number.

  2. The name of the product or its SKU number/Product code (this information can be located in your confirmation email).

  3. Provide a description of the damage or defects, and attach clear photographs for reference.

 

Wrong Product

Our aim is to consistently provide you with all your favorites! If by any chance we've made an error and sent you the incorrect item, rest assured, we will take corrective measures. If you happen to receive an item that doesn't match your order, please don't hesitate to get in touch with us, and we will swiftly address the situation.

Kindly provide the following details:

  1. Your order number.

  2. The name of the product or its SKU number (this information can be found in your confirmation email).

  3. Describe the issue you've encountered and attach clear photographs to help us understand the situation better.

 

Missing Items

Should you find that a package is missing an item, there are generally two possible explanations:

  1. To expedite the delivery process, certain orders might be shipped in distinct packages. Verify your confirmation email to determine if your order is expected to arrive in multiple shipments.

  2. In the event that your entire order does not arrive by the anticipated delivery date, we recommend reaching out to our Customer Care Team. This way, we can promptly investigate the matter on your behalf and provide swift assistance.

     

    Never arrived

    If your order is marked as delivered but is not present at the intended location, we recommend the following steps. First, verify the accuracy of the shipping address provided in your order. If the address is confirmed to be accurate, explore all possible locations in and around your residence, apartment, or workplace to determine if someone else accepted the delivery. Should you discover that the address is indeed incorrect, please get in touch with us immediately, and we will strive to find a resolution.

    Additionally, it's possible that packages might be prematurely marked as delivered. In such cases, we advise allowing a span of 3 business days after the listed delivery date for the package to potentially arrive. If your order doesn't materialize within this time frame, kindly contact us, and we will work together to identify a solution.

    It's important to note that any instances of lost packages should be reported within 14 days from the marked delivery date. This will help us provide appropriate assistance and support in a timely manner.

     

    Exchange

    At this time we are unable to process exchanges. If you would like to change the product you ordered, we would suggest processing a return and placing a new order.

     

    CONTACT INFORMATION

    Email us: service@pewox.com(reply within 48 hours on working days)

    Call us: +86-180-6410-0540 (All Customers, Service in English Only)(Mon - Fri: 10AM - 6PM GTM+8)

    Company address: Room 1005, Universal International Center (K6-4), Songzhu Road, Wuchang District, Wuhan City, Hubei Province, Post code: 430061, China(NOT RETURN ADDRESS)

    Registration Number:91420103MA49KB108B