Refund policy
Pamabela (“we”, “us”, “our”) wants you to love your handmade pieces. This policy explains how returns and refunds work, including your legal right of withdrawal under EU law.
Return & Refund Policy – Including Your Right of Withdrawal (EU Customers)
Pamabela (“we”, “us”, “our”) wants you to be happy with your handmade pieces. This policy explains how returns and refunds work, and includes the legal right of withdrawal for customers in the EU.
1. Right of Withdrawal (EU Customers)
If you are an EU consumer, you have the legal right to withdraw from a purchase within 14 days without giving any reason.
The withdrawal period is 14 days from the day you, or a third party named by you (other than the carrier), receives the goods.
To exercise your right of withdrawal, please email us at hello@pamabela.com and include your order number and details of the item(s) you wish to return. You may use the Model Withdrawal Form below, but it is not mandatory.
2. Exceptions to the Right of Withdrawal
Under §312g BGB (German Civil Code), the right of withdrawal does not apply to:
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Custom-made or personalised items made according to the customer’s specifications.
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Items whose production has already begun after your order.
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Sealed goods that are not suitable for return for health or hygiene reasons, if the seal has been removed after delivery.
Once production has started for a personalised piece, it cannot be cancelled, returned, or refunded unless faulty.
3. Effects of Withdrawal
If you withdraw from an eligible contract, we will refund all payments received from you (excluding shipping costs) within 14 days of receiving the returned goods.
Refunds will be made using the same payment method you used for the original transaction, unless we agree otherwise.
We may withhold the refund until we have received the goods back or you have provided proof of return, whichever comes first.
4. Return Conditions
Returned items must be:
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Unused, in their original condition and packaging.
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Free from any signs of wear.
Returns sent without prior contact by email may not be processed.
5. Return Shipping Costs
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Customers are responsible for return shipping costs when exercising the right of withdrawal or requesting a voluntary exchange.
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If the item is faulty or incorrect, Pamabela will cover the return or replacement shipping costs.
6. Damaged or Faulty Items
If you receive a damaged or defective item, please contact us within 7 days of delivery with photos of the damage.
We will arrange a replacement or refund at no extra cost to you.
7. Non-returnable Items
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Custom or personalised pieces.
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Gift cards.
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Sale items marked as “final sale”.
8. How to Return
Email hello@pamabela.com to request a return. We will provide you with the return address and instructions.
9. Processing Time for Refunds
Once we receive and inspect the returned item, we will confirm by email. Refunds will be issued within 7 business days after approval.
10. Model Withdrawal Form (EU Customers)
(Complete and return this form only if you wish to withdraw from the contract)
To:
Pamabela – Patricia Berroa
Moserstraße 5, 64285 Darmstadt, Germany
Email: hello@pamabela.com
I/we hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods:
Ordered on: _________ / received on: _________
Name of consumer(s): _________
Address of consumer(s): _________
Date: _________
Signature (only if submitted on paper)