At Pachydermal, customer satisfaction with our apparel and merchandise is our top priority. If you are not completely satisfied with your purchase, we are here to help. Please review our policy below for details on timelines, eligibility requirements, and processing rules for returns and refunds.

 

1. Return Window

We offer a 30-day return policy. You have 30 calendar days from the date your item was delivered to request a return and dispatch your package back to our fulfillment center.

 

2. Eligibility Criteria

To qualify for a full refund or exchange, your apparel items must meet the following baseline requirements:

• The item must be unworn, unwashed, unaltered, and in the same condition that you received it.

• All original tags, labels, and packaging elements must remain securely attached.

• The item must be free from scents, stains, pet hair, make-up, or any visible signs of wear.

Non-Returnable Items: Custom-made pieces, personalized apparel, items explicitly marked as "Final Sale" at the time of purchase, and digital gift cards are exempt from returns and cannot be refunded.

 

3. Return Shipping Costs

Who covers the cost of return shipping depends entirely on the underlying reason for your return:

• Defects, Damage, or Errors: If your item arrives damaged, defective, or if we shipped the wrong size/style, Pachydermal will provide a prepaid return shipping label at no cost to you.

• Preference or Sizing: For standard returns (e.g., buyer's remorse, changing your mind, or ordering a wrong size), the customer is responsible for procuring the return shipping label and paying all associated carrier fees. Original shipping fees paid at checkout are non-refundable.

 

4. Damaged, Defective, or Incorrect Items

Please inspect your package immediately upon delivery. If your apparel is damaged or defective upon arrival, email us at pachydermalcollection@gmail.com within 7 days of delivery. Please include your order number and clear, well-lit photos of the defect or damage so our team can expedite a replacement or full refund.

 

5. How to Initiate a Return

To start a return process, please follow these steps:

1. Send an email to pachydermalcollection@gmail.com with your order number and the specific items you wish to return.

2. Our customer care team will review your request and supply the correct return mailing address.

3. Securely pack the items in their original packaging, include your invoice or order slip, and mail the package via a carrier of your choice (we highly recommend tracking, as we cannot guarantee receipt of untracked packages).

 

6. Processing & Refund Timelines

Once your return shipment lands at our facility, it will undergo a manual inspection by our quality control team to verify compliance with our eligibility criteria. This review process generally takes 3 to 5 business days.

If approved, your refund will be executed immediately. The credit will automatically apply to your original payment method. Please note that banks and credit card institutions typically take an additional 5 to 10 business days to clear and post the funds to your account balance.

 

Contact Us

If you have any questions regarding sizing or need support with a return, reach out to us at: pachydermalcollection@gmail.com