Return Policy

Return Time

We have 30-day return policy, which means you have 30 days after receiving your item to request a return.

 

We hope you are happy with your purchase. But if you are not satisfied with the items, we are happy to make a return if the following are met:

  • Returned items must be in their original form (unworn, unaltered, unwashed) and have all original tags/labels attached. Our inspection team will verify if the returned items meet those requirements. Otherwise, we will not issue a refund or return the items to you.
  • All return packages must be handled by the postmen we send to your home. Please do not return the package by yourself.
  • We do not accept customers who do not return products through our designated courier company.

 

Initiate a return by clicking the "Start A Return" link in the footer of the website.

 

Processing Time

It usually takes 1-3 business days to process your refund request after receiving your return. Once we receive the return package and determine that it's eligible for a refund, the total amount you paid for the purchase (minus the $1.99 processing fee) will be returned to the original payment account.

 If you do not receive your refund within 14 days, please contact us and describe the issue, we will find a solution!

 

Return Process

STEP 1: Request a return on our website.

Click here to start a return.

STEP 2: Waiting for the review result

We'll review your returned request and send you a message to let you know if your request has been approved or denied.

STEP 3: Prepare your package

The return address will be notified with a return label after your submitted application is approved. Please pay attention to the mailbox for the information. 

Please Pack your return securely, in the original package if possible. A postman from our specified carrier will go to your house and pick up your return package. Provide the return label and the package to him.

STEP 4: Receive the refund

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. 

  

Important Notice

*Please do not send your return to the sending address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the return label we provide.

*Be sure not to accidentally include non-PEWOX items in your return package. We will not be responsible for returning those items to you.

*You don't need to pay anything to the courier, we will bear the shipping costs for returns.

*There is only one return opportunity for the same order.

*You can return all or part of the items. For example, if you bought 4 products A, B, C, and D, but you only want to return 2 products A and B, then you can choose products A, and B, and click return after we receive the returned products and finish the inspection, The product price of product A and B will be refunded (minus the  $1.99 processing fee); If you want to return all products, you can choose product A, B, C, D, click return, after we receive the returned products and finish the inspection, the product price (minus the  $1.99 processing fee) will be refunded for all products.

*If you do not receive your refund within 14 days, please contact us and describe the issue, we will find a solution!

 

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. Describe 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. Describe the damage or defects, and attach clear photographs for reference.

 

Wrong Product

We aim 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. If 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, packages might be prematurely marked as delivered. In such cases, we advise allowing 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 promptly.

     

    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