Returns & Refunds Policy

Last updated: May 2026

At PaceWren, we want every order to be clear, reliable, and handled fairly. This policy explains how returns, replacements, and refunds work.

1. Return Window

You may request a return within 30 days from the date your order was delivered. Requests submitted after 30 days are not eligible for return for change-of-mind reasons.

Nothing in this policy limits your rights under the Australian Consumer Law.

2. Return Conditions

To be eligible for a change-of-mind return, the item must:

  • be unused and in its original condition;
  • include all original parts, accessories, manuals, and packaging;
  • be supported by your order number or proof of purchase.

Items showing signs of use, missing accessories, or missing original packaging may be denied or refunded partially for change-of-mind returns.

Some personal-care items have additional hygiene rules, as explained below.

3. Personal-Care and Hygiene Items

For hygiene reasons, personal-care items that have been opened, used, worn, or placed in direct contact with the skin or mouth cannot be returned for change-of-mind reasons.

Sealed and unopened personal-care items may be returned within the 30-day return window if they meet the conditions above.

These restrictions do not apply if the product arrives damaged, defective, incomplete, or incorrect, or if the product otherwise fails to meet a consumer guarantee under the Australian Consumer Law.

4. Damaged, Defective, Incomplete, or Incorrect Orders

If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as possible.

Include your order number and clear photos or a short video showing the issue when relevant. Once the issue is confirmed, PaceWren will offer an appropriate remedy, such as a free replacement or a full refund.

For a major failure, you may choose between a refund and a replacement.

5. How to Start a Return

Please email support@pacewren.com before sending anything back.

Include:

  • your order number;
  • the item or items you want to return;
  • the reason for the return;
  • photos or a short video if the item arrived damaged, defective, incomplete, or incorrect.

We usually review return requests within one business day. If your return is approved, we will provide return instructions and the correct return address.

6. Return Address

Return locations may vary depending on the product and fulfilment partner. The return address may be located in Australia, the United States, or another country.

Items sent back without prior authorisation, or sent to an address not provided by PaceWren, may not be accepted.

7. Return Delivery Costs

PaceWren covers return delivery costs when the return is due to:

  • a damaged product;
  • a defective product;
  • an incomplete package;
  • an incorrect item;
  • any failure to meet a consumer guarantee under the Australian Consumer Law.

The customer pays return delivery costs when the return is due to:

  • change of mind;
  • ordering the wrong item;
  • personal preference;
  • a cancellation request made after the order has shipped.

For customer-paid returns, the package must be sent through a trackable delivery service. PaceWren is not responsible for return packages lost in transit when the customer chooses the return carrier.

We do not charge restocking fees.

8. Refund Processing

Once your return is received and inspected, we will issue any approved refund within 5 business days to the original payment method.

If a return is not required for a damaged, defective, incomplete, or incorrect item, the refund will be issued within 5 business days after the issue is confirmed.

Your bank or card issuer may take up to 10 business days to display the refund on your statement.

9. Delayed or Lost Packages

If tracking shows that your package has not been delivered within 20 business days after shipment, please contact us. We will investigate with the carrier and, if the package is confirmed lost, we will send a replacement or issue a full refund.

Packages marked as "Delivered" but not located are reviewed through the carrier. If the carrier confirms a loss, misdelivery, or delivery error, PaceWren will send a replacement or issue a refund. If the carrier confirms that the package was delivered correctly to the address provided at checkout, the order may not be eligible for a replacement or refund.

10. Order Changes and Cancellations

You may request an order change or cancellation within 24 hours of purchase by emailing support@pacewren.com with your order number.

A request can be approved only if the order has not shipped. Once the order has shipped, or once the 24-hour window has passed, it can no longer be changed or cancelled, but it may still be eligible for return under this policy.

11. Replacements

We do not offer preference-based exchanges. If you want a different item, please return the eligible item under this policy and place a new order.

For damaged, defective, incomplete, or incorrect orders, PaceWren may provide a replacement at no extra cost after the issue is confirmed.

12. Late or Missing Refunds

If your refund has been approved but you do not see it after the expected processing time, please check your payment account first, then contact your bank or card issuer.

13. Contact Us

For any question about returns, replacements, or refunds, please contact us:

Email: support@pacewren.com