Returns & Refunds

At THE PAUSE, we take care in preparing and packing every order with intention and attention.

As many of our products are scent based, personal, delicate, or limited in nature, we are unable to accept returns or exchanges for change of mind, personal preference, or products that have already been opened or used.

We encourage mindful purchasing, and we are always happy to offer guidance before you place an order.

Returns, exchanges, and refunds

We only accept returns, exchanges, or refunds in the following situations:

  • the item arrives damaged
  • the wrong item was sent
  • the item has a clear defect or fault

If you believe there is an issue with your order, please contact us within 3 days of receiving your parcel at hello@thepause.co 

To help us review your request, please include:

  • your order number
  • a brief description of the issue
  • clear photos of the item
  • clear photos of the outer packaging
  • an unboxing video, if available

Conditions for approval

To be eligible for a return, exchange, or refund, the item must:

  • be unused
  • be in its original packaging
  • be in the same condition in which it was received
  • not be damaged due to misuse, mishandling, or normal wear and tear

All requests are reviewed on a case by case basis.
THE PAUSE reserves the right to decline any return, exchange, or refund request that does not meet the conditions above.

Non returnable items

We do not accept returns or exchanges for the following:

  • opened or used items
  • scent based products due to personal preference
  • personal care or body products
  • sale or clearance items
  • gift cards
  • complimentary gifts
  • items purchased as part of a promotional bundle, unless the item arrives damaged, defective, or incorrect

Please note that variations in scent perception, colour tone, texture, grain, or natural material finish are not considered defects.

Approved refunds

If your request is approved, we may offer one of the following, depending on the situation:

  • a replacement item
  • store credit
  • a refund to your original payment method

Refunds, if approved, will be processed within 7 to 14 business days.
Please note that your bank or payment provider may require additional time for the refunded amount to appear in your account.

Orders with complimentary shipping

If a return or refund is approved for reasons other than a damaged, defective, or incorrect item, and the order originally included complimentary shipping, a handling and original shipping fee will be deducted from the final approved refund.

The deduction rates are as follows:

  • West Malaysia: RM10
  • East Malaysia: RM15

Return shipping

If the item is damaged, faulty, or incorrect due to our error, we will advise you on the next steps and arrange the appropriate return, replacement, or refund support where applicable.

For any approved return not caused by our error, the customer will be responsible for the return shipping cost. 

We strongly recommend using a trackable shipping method, as THE PAUSE is not responsible for parcels lost in transit during return shipping.

Contact

For any returns, exchanges, or refund enquiries, please contact us at: hello@thepause.co