Refund & Returns Policy

At PadiMall, we want you to feel confident when shopping with us.

This policy explains your rights when returning products and requesting refunds.

Nothing in this policy is intended to exclude or limit any mandatory consumer rights that apply to you under the laws of your country.

1. Your Right to Withdraw From an Online Purchase

If you are a consumer located in the European Union, you generally have the legal right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason.

If your order contains multiple products delivered separately, the withdrawal period generally begins when you receive the last product.

Certain products are excluded from the statutory right of withdrawal under applicable law. These may include, for example:

Clearly personalised or made-to-order products
Certain sealed products that cannot be returned for health or hygiene reasons once opened
Perishable products
Certain digital products once performance has begun with the required consent
Other products or services falling within applicable legal exceptions

The statutory right of withdrawal does not affect your separate legal rights regarding defective or non-conforming products.

2. How to Exercise Your Right of Withdrawal

If you wish to withdraw from your purchase, please contact PadiMall within the applicable 14-day withdrawal period.

Please provide:

Your name
Order number
The product(s) you wish to return
A clear statement that you wish to withdraw from the purchase

We will provide you with the appropriate return instructions.

You should return the goods without undue delay and, in any event, within the period required by applicable law.

Please do not send products to an address obtained from a previous order or from a third party. Contact us first so that we can provide the correct return instructions.

3. Condition of Returned Products

You may handle the goods only to the extent necessary to establish their nature, characteristics and functioning.

You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary to inspect the product.

4. Cost of Returning an Unwanted Product

Where permitted by applicable law, you are responsible for the direct cost of returning an unwanted product after exercising the statutory right of withdrawal, provided that we informed you of this responsibility before the purchase.

If the return is required because the product is defective, damaged, incorrect or does not conform to the contract, the applicable costs will be handled in accordance with your legal rights.

5. Refunds Following Withdrawal

When you validly exercise your statutory right of withdrawal, PadiMall will refund the payments received from you in accordance with applicable law.

This normally includes the cost of the least expensive standard delivery option offered by PadiMall for the original order.

If you selected a more expensive delivery method, we are not required to reimburse the additional cost above the least expensive standard delivery option, where permitted by law.

We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first, where permitted by applicable law.

Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.

6. Faulty, Damaged or Incorrect Products

If you receive a product that is defective, damaged, does not match the product description, or is otherwise not in conformity with your purchase, please contact us as soon as possible.

Please provide:

Your order number
A description of the problem
Photographs or video showing the issue where appropriate

Depending on the circumstances and applicable law, you may be entitled to a repair, replacement, price reduction or refund.

For consumers protected by EU consumer law, statutory legal guarantee rights apply to faulty or non-conforming goods. These rights are separate from the voluntary return policy described below.

7. PadiMall 30-Day Extended Return Policy

In addition to your statutory consumer rights, PadiMall may offer an extended 30-day return period for eligible products.

Where this extended return policy applies, the product must generally be:

Unused
In its original condition
Complete with its accessories and components
In its original packaging where applicable

The extended 30-day policy does not reduce or replace any statutory rights you may have.

8. Products That May Not Be Eligible for the Extended Return Policy

Some products may be excluded from PadiMall's extended commercial return policy, including:

Personalised or customised products
Perishable products
Certain sealed products that cannot be returned for health or hygiene reasons once opened
Digital products where applicable
Products specifically excluded on the product page or at checkout

These exclusions do not remove any mandatory rights that apply under consumer law.

9. Exchanges

Where appropriate, PadiMall may offer a replacement or exchange for a defective or incorrectly supplied product.

If you would prefer a replacement rather than a refund, please contact our customer support team.

10. Refund Processing

Once an approved return has been received and, where necessary, inspected, we will process the applicable refund in accordance with this policy and applicable law.

The time it takes for the refund to appear in your account may depend on your bank, card issuer or payment provider.

11. Contact Us

If you have a question about a return or refund, please contact our customer support team using the contact information provided on the PadiMall website.

Please include your order number whenever possible so that we can assist you more quickly.