Return and Exchange Policy
Quality Assurance
At Pacey's Pond, our top priority is providing our customers with the best possible shopping experience. We are committed to ensuring that each and every purchase meets the highest standards of quality and customer satisfaction.
To achieve this goal, we employ a rigorous quality control procedure that takes place prior to shipment. Every item is carefully inspected and tested to ensure that it meets our strict standards for quality and craftsmanship.
Our team of experts takes pride in their work, and they go above and beyond to make sure that each item is free from defects or imperfections. We believe that attention to detail is essential to creating products that our customers will love and cherish for years to come.
Whether you're purchasing a gift for a loved one or treating yourself to something special, you can trust that every item from Pacey's Pond has undergone a thorough quality control process to ensure that it meets our high standards of excellence.
Thank you for choosing Pacey's Pond. We look forward to exceeding your expectations with every purchase.
Claims
An exchange to the purchased item will be provided under the following circumstances:
Claim A: An item arrives damaged*
Claim B: An incorrect item arrives*
*Please take clear photographs of the entire item, damaged areas, packaging, and labeling as pictures will be required to process an exchange request due to damaged or incorrect shipment arrival.
Please note: All items for sale on paceyspond.com are classified as “Final Sale Items” for which no exchanges apply (with exception to damaged or incorrect item arrival)
Process
To begin the exchange process, please contact Customer Service within fourteen (14) calendar days of the received shipment date by using the “Exchange Portal” or via the “Contact Us” form. In the comment section write the following subject header “Purchased Item Exchange Request” and provide a short explanation of your concern. Please remember to provide a valid return email address when placing a request.
A customer service representative will receive the request and reply within 48 hours to the given email address with instructions on how to exchange a purchased item for any of the reasons listed in the Return and Exchange Policy.
To guarantee customer satisfaction, it is the goal of Pacey’s Pond to make the process of exchanging an item as simple as the original purchase.
Procedures
Once the “Purchased Item Exchange Request” form is completed and returned to Customer Service by the specified date, the exchange process can begin.
Please note the following rules that apply when considering a request for an item exchange:
Claim A:
- An item arrives damaged
- An exchange for the same product applies
Claim B:
- An incorrect item arrives
- An exchange for the same product applies
An exchanged item is considered a final sale and cannot be exchanged for another item.
As a reminder, please note that we will not be able to process any exchange requests without first receiving a completed “Purchased Item Exchange Request” via the “Exchange Portal” or the “Contact Us” form.
Return Shipping Procedures
Please note the following rules that apply to shipping when considering a request for an item exchange:
Claim A:
- An item arrives damaged
- Return shipment of the original item may be required
- No shipping costs incurred by the customer on an exchange
Claim B:
- An incorrect item arrives
- Return shipment of the original item may be required
- No shipping costs incurred by the customer on an exchange
Items lost or stolen during return shipment is the responsibility of the customer.
Terms
We are committed to providing our customers with exceptional service and high-quality products. We understand that sometimes, a purchase may not meet your expectations or needs. That's why we offer a straightforward returns and exchange policy to ensure that you are completely satisfied with your order.
Please note that all sales are final, and orders cannot be canceled once they are placed. However, we do offer exchanges in accordance with our Return and Exchange Policy, which is designed to be fair and transparent.
If you receive an item that is damaged, defective, or incorrect, please contact our customer service team as soon as possible to arrange for an exchange. Please note that exchanged items are considered final sales and cannot be exchanged for another item.
We are committed to making sure that our customers are happy with their purchases, and we will do everything we can to ensure that you are completely satisfied with your order. If you have any questions or concerns about our returns and exchange policy, please don't hesitate to contact our customer service team for assistance.
Reserved Rights
Please be advised that the customer’s shipping and billing address will be verified during order processing.
It is the responsibility of the customer to provide a matching shipping and billing address.
If the customer’s shipping and billing address do not match, order fulfilment may not be possible.
Pacey’s Pond reserves all rights to define, limit, refuse, reject, and/or cancel orders and/or service from the customer and/or entity at the company’s discretion including, but not limited to, the subsequent reasons:
- Pattern of repetitive exchange requests by the customer and/or entity
- Exchange requests for items worn, altered, laundered, and/or damaged by the customer and/or entity
- Suspicion of potentially fraudulent or criminal activity by the customer and/or entity
Disclaimer
Pacey’s Pond reserves the right to make any and all amendments to this policy at any time. Statements of any changes to this policy will be published within this policy and on this page.