We want you to be satisfied with your purchase. If you are not completely satisfied with your Pillowcase order, please contact our customer service team so we can review your request and help find an appropriate solution.
1. Return Eligibility
Before returning an item, please contact us at customerservice@orchardpaws.biz with your order information and the reason for your return.
To be eligible for a return, items should generally:
- Be unused and in their original condition
- Be clean and free from damage, stains, odors, or signs of use
- Remain in their original packaging where reasonably possible
- Include the relevant order information or proof of purchase
For hygiene reasons, Pillowcases that have been used, washed, damaged, or otherwise altered may not be eligible for return unless the item arrived defective or damaged.
2. Damaged or Defective Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible after delivery.
Please provide:
- Your order number
- A description of the problem
- Clear photographs of the item and packaging when appropriate
After reviewing the issue, we may offer a replacement, refund, or another appropriate resolution.
3. Incorrect Items
If you receive an item that is different from what you ordered, please contact us at customerservice@orchardpaws.biz.
We will review the order and, where appropriate, arrange a suitable solution.
4. Non-Returnable Items
Certain products or situations may not qualify for a return, including:
- Used or washed Pillowcases
- Items damaged after delivery through customer misuse or improper care
- Items that are missing, significantly damaged, or altered after delivery
- Items returned without prior contact or authorization where authorization is required
- Personalized or customized items, where applicable
This does not affect any mandatory consumer rights that may apply under applicable law.
5. Return Shipping
If a return is approved, we will provide instructions regarding where and how to return the item.
Unless the item is defective, damaged upon arrival, incorrect, or otherwise covered by applicable consumer protection requirements, return shipping costs may be the responsibility of the customer.
Please do not send products back to us before contacting customer service, as an unauthorized return may delay the processing of your request.
6. Refunds
Once an approved return has been received and inspected, we will determine whether the item qualifies for a refund.
If approved, the refund will generally be issued to the original payment method.
The time required for the refunded amount to appear in your account may vary depending on your payment provider, bank, or card issuer.
7. Exchanges
If you would like to exchange an item, please contact us at customerservice@orchardpaws.biz.
Exchange requests are subject to product availability and eligibility. If the requested replacement is unavailable, we may offer another appropriate solution.
8. Order Cancellation
If you need to cancel an order, please contact us as soon as possible.
We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped. Once an order has been processed or shipped, cancellation may no longer be possible and the customer may need to follow the applicable return procedure.
9. Refund Delays
If you have been notified that a refund has been issued but have not received it, please first check your bank account or payment provider.
If the refund is still not visible after the applicable processing period, please contact your payment provider or bank. You may also contact us so that we can help investigate the status of the refund.
10. Contact Us
For questions about returns, refunds, exchanges, damaged products, or order issues, please contact our customer service team:
Email: customerservice@orchardpaws.biz
Please include your order number and relevant details so we can assist you more efficiently.
11. Changes to This Policy
We may update this Refund and Returns Policy from time to time to reflect changes in our business practices or applicable requirements.
Any updates will be posted on this page with a revised “Last Updated” date.