Return Policy


Customer Satisfaction Commitment

At Pepabai, your complete satisfaction is our primary objective. Should you be dissatisfied with your purchase for any reason, we're more than happy to facilitate a return. You are required to inform us in writing within three days of receiving your order to initiate the return process.


Cancellation Before Shipment

Q: Can I cancel an order that I've just made?

A: To cancel an order, immediately email with your order number and your wish to cancel. We must receive this request within the first 24 hours after you've placed the order for a full refund to your original payment method.

Q: Why is there a 24-hour window for order cancellation?

A: As soon as your order is confirmed, we commence the process of picking, customizing, and preparing it for shipment. Thus, we require cancellation notices to be sent within the initial 24-hour period.

Q: I overlooked a critical detail in my order. Do I have to cancel and reorder?

A: No need to cancel! Simply email with your order number and the changes you'd like to make. However, please be aware that if the item has already been prepared and/or shipped, modifications will not be possible. So, contact us at your earliest convenience.


Returns After Shipment

Q: How can I return an item I've received?

A: Email with your order number and reason for returning the item within three days of receipt. Our team will confirm your request and give you the return address. Note that returned items must meet the following conditions:

  • Must have all original tags.
  • Sales items and custom-stitched items are non-returnable and are considered "Final Sale."

Q: What if the order I received has an issue?

A: If you receive a product with errors such as wrong item, manufacturing defect, or incorrect measurements, we will bear the return shipping cost and send you the correct product as quickly as possible. Please email us images of the issue for verification at


Refund and Processing Details

  • A refund will be processed upon receipt of your returned item, minus a 10% handling fee.
  • Return shipping and customs costs are the customer's responsibility.
  • We are not responsible for any lost or undelivered packages during the return process.
  • Original shipping charges are non-refundable. For 'Free Shipping promotions', standard shipping costs will be deducted from your refund.
  • Returns must be approved in advance by our team; otherwise, they will be denied, and you will bear the return shipping cost.

To ensure a smooth return process, please share the tracking details of the return package with us. We're not accountable for courier delays, misdeliveries, or any customs issues that could affect your return package.


By adhering to these guidelines, we aim to make your shopping experience as seamless and satisfying as possible. Thank you for choosing Pepabai.