Returns & Refunds Policy

1. Our Position on Returns

Pakeru operates on a scarcity model. Every piece is produced in a limited run and held to exacting standards before it leaves our atelier. We stand behind the quality of what we make. Returns and refunds are accepted strictly in the cases outlined below.

2. Eligible Returns

We accept returns only under the following conditions:

• The item received is materially defective (e.g., structural fault, incorrect stitching, damaged fabric)
• The wrong item was dispatched (incorrect size, colour, or style)
• The item was damaged in transit (evidence of damage must be documented upon receipt)

Returns must be initiated within 7 calendar days of confirmed delivery. Items returned outside this window will not be accepted.

3. Non-Returnable Items

The following are not eligible for return or refund under any circumstances:

• Made-to-order and bespoke pieces (produced specifically to your measurements or specifications)
• Items that have been worn, washed, altered, or show any signs of use
• Sale or discounted items unless defective
• Items where the original Pakeru packaging has been removed or damaged

4. Return Process

To initiate a return:

1. Email support@hellopakeru.com within 7 days of delivery with your order number, a clear description of the issue, and photographic evidence
2. Our team will respond within 48 business hours to authorise or deny the return
3. Authorised returns must be shipped back in original packaging via a tracked courier at the customer’s expense
4. Returns sent without prior authorisation will not be accepted

5. Refunds

Approved refunds will be processed within 10 business days of Pakeru receiving and inspecting the returned item. Refunds will be issued to the original payment method. Pakeru does not issue cash refunds.

If the item is found, upon inspection, not to meet the return criteria, it will be returned to the customer at their expense.

6. Exchanges

Exchanges for a different size (same style and colourway) are offered where stock permits. Exchanges are subject to the same eligibility criteria as returns and must be requested within 7 days of delivery. If the requested size is unavailable, a refund will be offered. See our full Exchange Policy for details.

7. International Returns

International customers are responsible for all return shipping costs and any import/export duties incurred. Pakeru recommends using a fully insured and tracked courier for all international returns.

8. Contact

Returns and refunds queries: support@hellopakeru.com

PAKERU — Kumasi, Ghana