Refund policy

At On Pause, we want you to love your purchase. If you ordered the wrong size or your order isn't quite right, we're happy to offer store credit for eligible returns. 

Returns and Store Credit

We accept returns within 14 days of delivery for store credit only. To be eligible for a return, items must:

• Be unworn and unwashed
• Have all original tags attached 
• Be returned in original packaging, when applicable
• Be free of makeup, deodorant, perfume, pet hair, stains, odors, or other signs of wear
• Be in the same condition in which they were received 

We do not offer refunds to the original form of payment. Eligible returns will receive store credit that can be used toward a future purchase.

Store credit will be issued for the eligible item purchase price, less any original shipping and applicable tax costs. Original shipping charges are non-refundable. 

Customers are responsible for the cost of return shipping unless the item was damaged, defective, or we sent the incorrect item or size.

Wrong Size or Exchange

If you selected the wrong size when placing your order, you may return the eligible item for store credit and use that credit to purchase the correct size. Customers are responsible for return shipping in this situation.

If we sent you the wrong size or an incorrect item due to an error on our part, please  contact us and we will cover the return shipping and send you the correct item at no additional cost, subject to availability. 

Because inventory can change quickly, we cannot guarantee that a replacement size will be available. If the requested replacement is unavailable, we will work with you to find an appropriate resolution. 

Damaged, Defective, or Incorrect Items

We carefully inspect orders before they are shipped. However, if your item arrives damaged, defective, or incorrect, please contact us as soon as possible.

Please email us at myonpausecustomerservice@gmail.com within 7 days of delivery and include:

• Your order number 
• A brief description of the issue
• Clear photos showing the damage, defect, or incorrect item

If the issue is determined to be the result of an error or damage on our end, we will send you a replacement at no additional cost, subject to availability. If the original item is no longer available, we will work with you to find an appropriate resolution. 

Please do not return a damaged, defective, or incorrectly shipped item before contacting us.

Final Sale Items

Items marked FINAL SALE  are not eligible for returns, exchanges, or store credit unless the item arrives damaged, defective, or incorrect.

Return Approval

All returns must be approved by On Pause before being sent back. Please contact us before mailing your return so we can provide the appropriate return instructions. 

Unauthorized returns may not be accepted or processed.

Important Notes 

• Store credit is issued after the returned item has been received and inspected.
• Store credit cannot be exchanged for cash or refunded to the original payment method.
• Original shipping charges and applicable taxes are eligible for store credit on standard returns.
• Customers are responsible for ensuring returned items are securely packaged. 
• On Pause is not responsible for items lost or damaged while being returned to us. We recommend using a trackable shipping method.
• On Pause is responsible for return shipping when an incorrect item or size is sent due to an error on our part.
• We reserve the right to deny a return that does not meet the requirements outlined above. 

By placing an order with On Pause, you acknowledge and agree to this Return and Refund Policy.