Thank you for shopping with paqqo Malaysia. This policy applies to purchases made through www.paqqo.my only.
Return or refund requests must be submitted within 7 days of delivery. If you receive a defective, damaged, incorrect or incomplete item, you must contact paqqo Malaysia Customer Service within 7 days of receipt for your request to be processed.
Late requests may not be accepted.
Log in to your paqqo.my account and go to:
Select the relevant item, state the reason for your request, and upload the required photos or video evidence.
Please wait for our return instructions before sending any item.
Returned items must be:
Returns that do not meet these conditions may be rejected.
Items that have been altered, washed, embroidered, personalised or show signs of wear, damage or odour cannot be claimed as defective unless the issue is verified by paqqo as a manufacturing or fulfilment error.
To claim an incorrect, missing, incomplete or defective item, you must provide a clear, unedited and continuous unboxing video.
The video must:
Fast-forwarded, cut, edited or incomplete videos will be strictly rejected and may result in the claim being declined.
Returns due to change of mind, wrong size, colour, style or other personal preference are generally accepted within 7 days, subject to the return conditions.
Return shipping costs are borne by the customer.
We do not offer direct exchanges for these returns. Customers should return the original item, wait for the refund, and place a new order. Paqqo may provide a free-shipping voucher at its discretion.
If you receive an incorrect, missing, incomplete, defective or damaged item, submit a request within 7 days of receipt with the required photos and a clear, continuous unboxing video.
For visibly damaged parcels, please also photograph the outer packaging and shipping label.
After verification, paqqo may arrange a replacement, reshipment, refund or another suitable solution. Reasonable return shipping costs will generally not be borne by the customer where the issue is confirmed to be caused by paqqo, the fulfilment process or delivery handling.
The following characteristics are considered normal manufacturing or material variations and do not qualify as product defects:
Size Variations
Measurement differences of up to ±2 cm may occur due to manual measuring methods, fabric characteristics and material traits.
Colour Variations
Slight differences in colour may occur due to individual screen settings, display settings, lighting conditions and device differences.
Minor Imperfections
The following minor characteristics generally do not qualify as defects:
These characteristics may occur during normal manufacturing and finishing processes.
Correctly produced embroidered or personalised items are generally non-returnable due to change of mind, wrong size, wrong colour, incorrect information entered by the customer or other personal preference.
Items that have been embroidered or personalised by the customer or a third party after delivery cannot be claimed as defective.
If paqqo made an embroidery or personalisation error, please submit a request within 7 days of receipt with clear photos and the required unboxing video. After verification, we may arrange a remake, replacement or refund.
Personalised items remain covered for eligible manufacturing defects, provided that the item has not been worn, washed, altered or damaged.
Returned items may be inspected before approval.
Approved refunds will be processed within 7 working days. The time for the refund to appear may vary depending on your bank or payment provider.
Shipping and return costs for customer-related returns are generally non-refundable.
For assistance, please contact paqqo Malaysia Customer Service. All return and refund requests must be submitted through the Return / Refund function on Paqqo.my.