Refund policy
At Pause Project, your satisfaction matters to us. We work hard to ensure every kit arrives in perfect condition. Since our products are made and packed with care, we have a limited return window and specific conditions under which refunds apply. Please read the updated policy below:
1. Damaged Products
If your item arrives damaged, email us at admin@pauseprojectindia.com within 7 days of receiving your order. To initiate a return or replacement, please provide:
- A clear photo of the damaged item
- Your order number
- A brief description of the damage
2. Return & Replacement Process
We review each claim and will confirm if the return or replacement is eligible. If approved we will either send a replacement (subject to availability) or issue a refund for the damaged item.
3. Eligibility for Returns
- Returns accepted only if the product was damaged during transit.
- Items must be unused, unopened, and in their original packaging.
- We do not accept returns for items that have been opened, used, or altered.
4. Order Cancellations & Failed Deliveries
Pre-shipment cancellations: If you cancel your order before it has been shipped, we will issue store credit only equal to your order value. No refunds will be given for cancellations made before shipment.
Failed delivery / returns from courier: If delivery fails after multiple attempts and the package is returned to us, a processing fee of ₹200 will be deducted to cover payment gateway and processing costs; the remaining balance will be issued as store credit.
5. Shipping Costs
For approved returns due to transit damage, we cover return shipping costs. We do not accept returns for other reasons.
6. Refund Timeline
Where a refund is applicable (only for approved damaged-item cases), refunds are processed to the original payment method and may take 5–7 business days to reflect depending on your payment provider.
7. Contact Us
Questions? Reach us at admin@pauseprojectindia.com. We're here to help.