Return and Exchange Policy

The Return and Exchange policy of PAIO is formulated keeping the client in mind and is subject to the terms and conditions detailed below. For any returns/exchanges, please get in touch within 10 days of receiving the product. NO exchanges or returns are accepted on items purchased during a SALE or from the SALE section on the website.

FAQs:

How to place a return request?

  1. You can sign in to the account by entering the mobile number entered at the time of billing on this page or any sign-in page - Customer Login
  2. Enter your mobile number and OTP
  3. Log in to my account --> Return
  4. Click on Request return and place a return request.

For product exchanges, the product(s) will have to be shipped back to PAIO (steps given below). Once we receive it, we will dispatch your replacement within 24-48 working hours, after a quick quality check.

Alternatively, PAIO can arrange a return pick up at a minimal cost of Rs 150, which will be recovered by the brand during product exchange as a COD debited from the store credit or refund amount.

Please Note: Products purchased at a discount or from 'Clearance Sale' can only be exchanged (subject to availability) and they will not be eligible for refunds. We request you to check your size against our size chart, to ensure a perfect fit

For product returns, you will receive store credit from PAIO, and the same can be redeemed over a period of 1 year. The entire order amount will be credited to you (minus shipping charges). Once the shoes are received at the warehouse a quality check will be conducted on the shoes, post which the credit will be released.

For refunds, PAIO will ensure a refund only in select cases. For prepaid orders, the refund will be directly processed. For COD, refunds will be processed in the bank account of your choice or UPI. Refunds may take up to 5-7 days. If PAIO has arranged a return pick-up, the shipping charges will be debited.

For custom orders, please note our materials are sourced in small batches and can be subject to availability. We do not provide any refunds on custom orders. In case of a size issue, we will do our best to remake your shoes to the same specifications as your original order. If this is not possible due to changes to our product range, and offers, we will notify you and in such a situation provide you with a store credit for your order amount (minus shipping charges borne).

Self Shipping guide:

Step 1- Visit Delhivery Direct 
1.1.  Enter Your Pincode and the drop Pincode as - 400037
1.2. Select Package size - Small Package (0.5-2 kg)
1.3. Select Category - Apparels & Accessory -> Subcategory - Footwear. Package value = Your order Value. 
1.4. Proceed to fill in the pickup and drop address (given below)
Step 2- Complete online payment to Delhivery. Take a screenshot of the Courier charges to claim shipping credit.** 
Step 3- You will receive an email confirmation from Delhivery with a 13-digit AWB number and pick-up details. 
Step 4- Handover the package to the agent after sticking the label on the Orignal packaging. 
Step 5- Share an image of the package and shipping details with PAIO's customer support team. 
 
The return address is as under - 
PAIO Accessories - C-032, ground floor, Antop Hill Warehousing Complex, Near Barkat Ali Naka, VIT College Marg, Wadala, Mumbai 400037 
Ph: 9833350230
PS: The Weight of the box is ~700 grams
 
You can also opt to send your pair via your preferred courier service provider. Please share the details once it has been shipped
 
Note: Due to the ongoing pandemic and COVID Restrictions our courier services are running slower than usual. We are trying our best to deliver your order at the earliest 

 

CONDITIONS FOR RETURNS AND EXCHANGE

Unused items - The shoe must be sent over in the original condition it was received in along with all tags, accessories, shoe bags, or vouchers (if any) and the original invoice. 

Size exchange is allowed - Products with size issues or other fit issues can be exchanged for another size of the same product. If a size is unavailable, you may choose another product from our collection in your size. The difference in a higher amount will be borne by the customer. The difference in a lower amount will be added as store credit.

Within India - exchanges are possible only if your address is serviceable for an Exchange by our logistics team. International orders cannot be exchanged. In the event of an exchange required, to & fro shipping charges must be borne by the customer.

Free gifts to be returned - You may receive a free gift with some product purchases. In case of product exchanges or returns, please make sure to send back these gifts. PAIO will not refund or exchange the product without the free item in any case.

Replacement Request within 10 days - In case you wish to return or exchange the product for any reason, please get in touch with our support team at customercare@paio.co or on (+91) 9833350230. within 10 days of receipt. Please share order details and a photograph of the product.

Any returned item received by us that does not meet the above-mentioned conditions will not be accepted and will be returned to the customer at their expense. No amount will be reimbursed in this case.

Please make sure that the returned items are packed securely to prevent any loss or damage during transit. For all self-shipped returns, please use a reliable courier service.


RETURN POLICY (CUSTOM ORDERS ONLY)

We at PAIO believe our shoes are crafted to meet the best possible requirements of our customers.

However, we are not perfect, and do get our custom shoes wrong at times! In such unfortunate cases, we are happy to offer a credit note to our customers for the entire order amount (minus shipping charges). No refunds will be given for custom orders.

A refund will be offered under the following circumstances –

  1. The product received has been damaged entirely
  2. PAIO, despite an attempt, was not able to fix the shoe in question
  3. PAIO was not able to meet the timeline for delivery (40 working days)

Should we fail to meet ALL of the above criteria, you would be eligible for a credit refund on the shoe. Please do get in touch on customercare@paio.co and send across your query. Our team will get in touch with you on a priority basis and ensure the needful.

Please note: All credit refunds would be conducted via email vouchers. No refund will be given in the form of cash or cheque. This credit refund would be valid for a period of 1 year from the date assigned. For custom orders, please note our materials are sourced in small batches and can be subject to availability. In the event that a remake for your order has been placed and processed, we will do our best to remake your shoes to the same specifications as your original order. If this is not possible due to changes to our product, range, and offers, we will notify you


CANCELLATION POLICY

For all orders purchased online, cancellations must be made within 24 hours of placing the order. Any cancellations after this time period will not be considered canceled and the amount will not be refunded.

 

ADDITIONAL ASSISTANCE

Should you require any additional assistance, please contact us at customercare@paio.co or call us on (+91) 98333 50230.

 
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