Refund policy
At Pamarela, we’re committed to providing you with high-quality candles and home fragrances. We understand that sometimes a return is necessary, and we aim to make the process as smooth as possible. Please review our return policy below to ensure a seamless return experience.
Return Window
You may initiate a return request within 14 days of receiving your order. Returns requested after this period will not be accepted. Please ensure that your return request is submitted within this timeframe to be eligible for a refund or exchange.
Eligibility
To be eligible for a return, the following conditions must be met:
- The item must be in its original condition and packaging.
- The item must be unused and in the same condition that you received it.
- The item must be returned with all original tags and packaging.
- The item must include the receipt or proof of purchase.
How to Initiate a Return
To initiate a return, please follow these steps:
1. Contact our Customer Service team at info@pamarela.com within14 days of receiving your order. Include your order number, the item(s) you wish to return, and a brief explanation for the return.
2. Our team will provide you with a return authorization and instructions on how to proceed. Please do not send your item(s) back before receiving this authorization. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@pamarela.com.
Return Shipping
The cost of return shipping is the responsibility of the customer, unless the return is due to a mistake on our part (e.g., incorrect or damaged items).
Please use a trackable shipping service or purchase shipping insurance for returns. We cannot guarantee that we will receive your returned item without tracking.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@pamarela.com.
Contact Us
If you have any questions or need assistance with your return, please contact us at info@pamarela.com. We’re here to help and ensure that your experience with Pamarela is as pleasant as possible.
Thank you for shopping with Pamarela!