Returns and refunds
Can I return a product and be refunded?
If you want to return or replace an item, please follow this procedure:
- You must make sure that the item still looks the same way as when you received it, it must not have any damage or it must not be used; furthermore, it has to be retuned in the original packaging (box, tissue paper, leaflet, fabric shoe bag, etc.) with the purchase invoice and a copy of the email requesting to return the item (see below);
- Within 14 days after receiving your order, you must send a return request at firstname.lastname@example.org entering as a object of your email “RETURN –ORDER N° (write order number) and giving full details of the product (you have to stick the full description to the front of the box) and explaining the reason why you want to return your item;
- After receiving our approval, you have to package up the item for return. After agreement, we will book a free of charge collection of the package from the address you choose. You will receive an email with the documents you should print out and attach to the package with our address as a recipient: Paoul Srl, Via Emilia Romagna 12, 35020 Villatora di Saonara (PD) - Italia. Print it and follow the instructions in the email.
- If the correct procedure has been followed and we confirm that the return complies the requirements, as soon as we receive the parcel we will issue a refund based on the payment method used or we will replace the item.
Refund or item replacement
The item is in compliance with the order, but you want to return it: the refund will include the amount you paid for the item/s including taxes; delivery costs will not be included in the refund. An email will notify the refund.
The item is in compliance with the order, but you want to change it: we will replace your item with another item you choose, for instance the same product in a different size, or with a different item. You will only pay the difference between the new item and the amount you have already paid for your purchase. You will have to pay the new delivery costs.
The item is not in compliance with the order: we will refund the amount charged for the item or replace the incorrect items.
If you purchased your item using a coupon, you will not be able to have the coupon amount refunded. The refund will only be issued to cover the difference between the amount of the purchase and the coupon value.
If you purchased your item choosing the option that enables you to collect the item from our store in Padua, you will be able to return or replace your item directly from the store. Our consultants will fix an appointment for collection.
Paoul is committed to providing quality and customer satisfaction; all our products go through quality control, in that we want to ensure product performance and to maintain an impeccable standard of production. Therefore, our products are very rarely defective. In case of a defective product, we will replace it immediately. We kindly ask you to start the return procedure described on this page.
We do not refund products:
- which have not been ordered from shop.paoul.paoul.com;
- incomplete, damaged and/or dirty or clearly showing signs of use, which compromise their overall integrity;
- damaged by improper use or negligence (exposure to chemicals, caustic substances, free flames, high heat, sharp objects, etc.…);
- customized or tailored-made.