Refund policy

Returns & Refund Policy

Last Updated: July 10, 2026

This Returns & Refund Policy governs purchases made through our online store. The policy applicable to your order depends on the destination country of your shipment.

1. Orders Delivered Within the European Union (EU)

This section applies solely to customers whose orders are delivered within the European Union (EU) and is intended to comply with applicable EU consumer protection laws, including the Consumer Rights Directive (Directive 2011/83/EU).

Right of Withdrawal

If you are purchasing as a consumer within the European Union, you have the legal right to withdraw from your purchase without giving any reason.

You must notify us of your decision to withdraw from the contract within 14 calendar days beginning on the day you, or a third party nominated by you (other than the carrier), takes physical possession of the final item in your order. Calendar days include weekends and public holidays.

To exercise your right of withdrawal, you must notify us by contacting us at friends@thepastelmafia.com with a clear statement of your intention to withdraw before the expiry of the 14-day withdrawal period.

Returning Your Items

Once you have notified us of your intention to withdraw, you have an additional 14 calendar days to return the goods.

Returned items must:

  • Be securely packaged to prevent damage during transit.

  • Include all original accessories, components, and packaging where reasonably possible.

  • Be returned in a condition that allows inspection. Customers are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

We recommend using a tracked shipping service, as you remain responsible for the goods until they are received by us.

Return Shipping Costs

Unless otherwise required by applicable law, customers are responsible for the cost of returning goods when exercising the statutory right of withdrawal.

Refunds

Upon receiving the returned goods, or satisfactory proof that the goods have been returned (whichever occurs first), we will process your refund without undue delay and no later than 14 calendar days.

Refunds will be issued using the same payment method used for the original transaction unless you expressly agree otherwise.

Your refund will include:

  • The purchase price of the returned item(s); and

  • The cost of the original standard shipping selected at checkout.

If you selected expedited, express, or other premium shipping services, only the cost of our standard shipping option will be refunded. Any additional shipping charges paid for upgraded delivery services are non-refundable.

Inspection of Returned Goods

We reserve the right to inspect all returned goods upon receipt.

Where permitted by applicable law, if the goods have been handled beyond what is necessary to determine their nature, characteristics, or functioning, we may reduce the refund to reflect any resulting loss in value.

Exemptions

The statutory right of withdrawal does not apply to certain products, including but not limited to:

  • Personalised or custom-made products.

  • Goods manufactured to the customer's specifications.

  • Sealed goods that are unsuitable for return due to health protection or hygiene reasons once unsealed after delivery.

  • Any other products exempt under applicable EU consumer protection legislation.

Damaged, Defective or Incorrect Items

Nothing in this policy limits your statutory rights regarding products that arrive damaged, defective, incorrect, or not as described.

If you receive a damaged, defective, or incorrect item, please contact us at friends@thepastelmafia.com as soon as reasonably possible with your order number and photographs of the issue so we can assist you.

2. Orders Delivered Outside the European Union

This section applies to all orders delivered to countries outside the European Union.

Final Sale Policy

All sales are final.

Except where required by applicable consumer protection laws, we do not accept:

  • Returns;

  • Refund requests;

  • Exchanges;

  • Order cancellations after an order has been placed.

Please review your order carefully before completing your purchase, including product selection, sizing, colours, quantities, and shipping information.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, please contact us at friends@thepastelmafia.com within a reasonable period after delivery.

Please include:

  • Your order number;

  • A description of the issue; and

  • Clear photographs of the product and packaging where applicable.

We will review each case individually and, where appropriate, provide a replacement, refund, store credit, or another suitable resolution at our sole discretion or as required by applicable law.

Contact Us

If you have any questions regarding this Returns & Refund Policy or require assistance with your order, please contact us at:

Email: friends@thepastelmafia.com

Governing Consumer Rights

Nothing in this Returns & Refund Policy limits or excludes any mandatory consumer rights provided under applicable law. Where any provision of this policy conflicts with mandatory consumer protection legislation, the applicable law shall prevail.