Return & Exchange Policy

📦 Pastel Return & Exchange Policy

Effective Date: Saturday, 2 August 2025 At Pastel, we understand that shopping for vintage and antique pieces is a personal experience. While we encourage thoughtful purchases, we know that sometimes things don’t go as planned. This policy outlines how returns and exchanges work on Pastel for both buyers and sellers.

🛍️ Who Sets Return Policies on Pastel?

Each seller on Pastel can set their own return and exchange policies. These will be clearly stated on each product page. However, all sellers must meet Pastel’s minimum return standards to ensure a fair experience for buyers.

⏳ Return Window

Unless otherwise specified by the seller, the default return policy on Pastel allows buyers to:

  • Request a return within 14 days of receiving their item
  • Ship the item back in original condition
  • Contact the seller directly to initiate the return If a seller’s return window differs (e.g., 7 days), it will be stated in the product listing or shop policy. Otherwise, the 14-day policy applies.

📦 Return Eligibility

✅ Items That Can Be Returned:

  • Most vintage and antique items in original, undamaged condition
  • Items that arrived damaged or not as described
  • Items returned within the return window

❌ Items That Cannot Be Returned:

  • Fragile goods (e.g., glassware, delicate ceramics) marked as non-returnable in the listing
  • Items listed as Final Sale or Sold As-Is
  • Items returned after the seller’s stated return window
  • Items damaged by the buyer after delivery

💥 Damaged or Misrepresented Items

If your item:

  • Arrives damaged due to improper packaging, or
  • Differs significantly from the photos or description, You are eligible for a full refund, including return shipping.

To file a return:

  1. Contact the seller within 14 days of delivery
  2. Share clear photos of the item, packaging, and damage/discrepancy
  3. If the seller doesn’t respond within 72 hours, email [email protected] Pastel will step in to help resolve the issue when needed.

🔁 Returns for Buyer’s Personal Reasons

If you change your mind or no longer want the item:

  • You may request a return within the seller’s return window (default: 14 days)
  • You will be responsible for return shipping
  • The item must be returned in its original condition Please review the seller’s shop policy for any specific return instructions before purchase.

🔄 Exchanges

Exchanges are allowed only if both the buyer and seller agree. Pastel does not facilitate direct item swaps, but we encourage both parties to communicate through the platform to make alternative arrangements if desired.

🚚 Return Shipping Costs

Reason for Return: Item is damaged or misrepresented Who Pays Return Shipping? Seller Reason for Return: Buyer changes mind Who Pays Return Shipping? Buyer Reason for Return: Seller agrees to exchange Who Pays Return Shipping? Case-by-case (decided by seller)

💳 Refunds

Refunds are issued after:

  • The returned item is received by the seller
  • The item is confirmed to be in original condition

Timeline:

  • Seller approval: within 3 business days of receiving the return
  • Refund processing: 5–10 business days to reflect in your account Refunds will be made to your original payment method.

🧾 Where to Find Return Terms

You can find the return and exchange policy for any item in:

  • The product listing under “Shipping & Returns”
  • The seller’s shop policy section We recommend reviewing both before placing your order.

🛡 Buyer Protection

Pastel is committed to creating a trustworthy environment. If:

  • You do not hear back from the seller within 72 hours
  • You are unsatisfied with how a return is handled
  • An item arrives significantly not as described Please contact [email protected] with your order number, photos, and a brief explanation. Our team will assist you in reaching a fair resolution.

👩‍🎨 For Sellers

As a seller on Pastel, you must:

  • Clearly disclose your return and exchange policy in your listings or shop page
  • Honor returns for damaged or misrepresented items, regardless of your individual shop policy
  • Respond to buyer inquiries about returns within 72 hours Pastel reserves the right to mediate and issue refunds in accordance with this universal policy.

💬 Questions?

Email us at [email protected] — we're happy to help!