At Pemagear, your satisfaction is our priority. If you’re not completely happy with your purchase, we’re here to help. Because all of our products are custom-made to order, this policy is designed to fairly protect both our customers and our sustainable production process.

A. Refunds & Replacements

We offer free replacements or full refunds in the following situations only:

1. Defective, Damaged, or Incorrect Items

If your item arrives defective, damaged, or different from what you ordered due to our error, you are eligible for:

A free replacement (no return required), or
A full refund, including original shipping fees and applicable taxes.

Requirements:

Clear photo proof must be submitted within 30 days of delivery (as confirmed by tracking).
All replacement shipping costs will be covered by us.

2. Late or Missing Delivery

Delivery Guarantee: Your order will arrive — or you will receive a full refund.

If your order is not delivered within 45 days after the estimated delivery date shown on tracking, you are eligible for a 100% full refund.

B. Order Cancellations

You may cancel your order for a full refund if you contact us within:

24 hours (weekdays)
48 hours (weekends)

After this period, orders enter production and cannot be canceled.

C. No Returns for Change of Mind

Due to the custom-made nature of our products, we do not accept returns or exchanges for:

Change of mind
Incorrect size, color, or design selected by the customer
Personal preference

D. Exclusions (No Refunds or Returns)

Refunds or returns will not be issued for:

Incorrect selection of size, color, design, or style by the customer
Minor color variations caused by screen or display differences
Shipping fees (non-refundable except in cases of our error or non-delivery)

E. How to Request a Refund or Replacement

Please email support@pemagear.com with the following information:

Order number
Photo proof (if applicable)
Brief explanation of the issue

Processing Time:

Requests are reviewed within 1–2 business days
Approved refunds are processed within 5–7 business days
Approved replacements are shipped free of charge

F. Our Commitment to You

We take pride in our product quality and customer service. Even if your concern falls outside this policy, please don’t hesitate to contact us — we’ll always do our best to find a fair solution.

Your trust means everything to us.

J. Contact Information

For any questions, concerns, or support requests, please reach out to us:

Email: support@pemagear.com
Phone: +1 (818) 639-3668
Address: 230 NE 4th St, North Bend, WA 98045, United States
Support Hours: Monday – Friday, 9 AM – 5 PM PST