Refund policy

At Pavia, we want you to be fully satisfied with your purchase. This policy explains how returns, exchanges, and refunds work, and reflects the minimum consumer rights guaranteed under Egypt's Consumer Protection Law No. 181 of 2018 and its Executive Regulations.

1. Your Right to Return

You may return any item purchased from Pavia within 14 days of receiving it, for any reason, without needing to justify your decision.

To be eligible for a return, the item must be:

  • Unused, with no signs of wear, scratches, or stains
  • In its original condition, with all tags, dust bag, and authenticity/warranty cards (if provided) included
  • In its original packaging

Items that do not meet these conditions may be refused or subject to a reduced refund at Pavia's discretion.

2. Non-Returnable Items

The following items cannot be returned unless they arrive defective or damaged:

  • Bags showing signs of use, such as scratches, stains, scuffed corners, or altered odor
  • Items missing their original dust bag, tags, or authenticity card
  • Gift cards and vouchers
  • Made-to-order, monogrammed, or personalized bags
  • Items marked as "Final Sale" at checkout

3. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, you have 30 days from the date of purchase to request a free replacement or a full refund, including any delivery charges paid. Please contact us with your order number and, where possible, a photo of the issue so we can resolve it quickly.

If a product develops a repeat fault more than twice within one year of purchase, Pavia will replace it free of charge rather than repair it again.

4. How to Request a Return

  1. Contact our customer support team at paviastoreeg@gmail.com within 14 days of receiving your order, quoting your order number.
  2. We will confirm your return and provide instructions on where to send the item (or arrange a pickup, if offered).
  3. Pack the item securely with all original packaging and tags.
  4. Once we receive and inspect the item, we will notify you of the approval or rejection of your refund.

5. Return Shipping Costs

  • If the return is due to a defective, damaged, or incorrect item, Pavia covers the return shipping cost.
  • If you are returning an item for any other reason (change of mind, wrong size, etc.), return shipping costs are the customer's responsibility, unless stated otherwise at checkout.

6. Refunds

Once your return is received and inspected, we will process your refund within 7 days, in line with Egyptian consumer protection requirements. Refunds are issued to your original method of payment (or as store credit, if you choose that option). Please note that your bank or payment provider may take a few additional business days to reflect the refund in your account.

7. Exchanges

If you'd prefer a different color or model rather than a refund, let us know when you request your return and we'll arrange an exchange, subject to stock availability.

8. Order Cancellations

You may cancel an order free of charge as long as it has not yet been shipped. Once an order has shipped, it falls under the standard return policy above.

9. Contact Us

For any questions about returns, exchanges, or refunds, please reach out to: