Refund policy

How We Handle Returns

At PEZUNA®, every piece is made with care and inspected before it leaves our facility. Because of this, we do not accept returns or exchanges except in cases where an item arrives defective, damaged, or incorrect. This page explains how we handle issues, how refunds are processed, which items are non-returnable, and what to do if your package can’t be delivered.

Damages and Issues

We stand behind the quality of every order. In the rare event that a defective, damaged, or incorrect item arrives, we will take full responsibility for resolving the issue. Please contact us at info@pezuna.com so we can evaluate the problem and guide you through the next steps. To help us process your claim quickly, include the following in your email:

  • Order number
  • Full name
  • Description of the issue
  • Photographs of the item

All claims for damaged, defective, or incorrect items must be submitted within 10 days of delivery. For packages lost in transit, claims must be submitted within 10 days of the estimated delivery date. If the issue is determined to be a PEZUNA® error, we will provide the replacement at no cost to you.

Refunds

If your claim for a damaged, defective, or incorrect item is approved, we will process your refund and apply it to your original payment method. Please allow up to 10 business days for your bank or credit card company to post the refund to your account.

Size Exchanges

Orders placed in the wrong size are not eligible for returns, exchanges, or refunds. Please review the Product Size Guide (for apparel) or Product Measurements (for accessories) carefully before placing your order to ensure the best fit.

Non-returnable Items

In addition to our standard policy of not accepting returns or exchanges, certain items are always non-returnable:

  • Custom or bulk orders
  • Gift cards
  • Sale items
  • Sealed goods (such as face masks, for hygiene reasons)

Wrong Address

If a package cannot be delivered because of an incorrect or incomplete address provided at checkout, it will be returned to our facility. You will be responsible for the cost of reshipping once we confirm the updated address with you.

Unclaimed

If a package is not collected from the carrier or post office and is returned to our facility, you will be responsible for the cost of reshipping.