Refund policy

We want every Pathraya order to arrive in excellent condition. This Return and Refund Policy applies only to products purchased directly from pathraya.com. Products purchased from another retailer must be returned to that retailer under its own policy.

Nothing in this policy limits any mandatory consumer rights that apply where you live.

1. 10-Day Returns for Unopened Items

You may request a return of an eligible unopened item within 10 calendar days after delivery.

To qualify for a standard return:

the return request must be submitted within 10 calendar days after delivery;
the item must be unused, unopened, and in its original condition;
all seals, protective packaging, labels, accessories, and outer packaging must remain intact;
proof of purchase from pathraya.com is required; and
the return must follow the authorization and shipping instructions provided by Pathraya.

For hygiene, safety, and product-integrity reasons, opened or used beauty and personal-care products are not eligible for a standard return unless they arrived damaged, defective, leaking, or incorrect, or applicable law requires otherwise.

2. How to Request a Return

Email connect@pathraya.com and include:

your order number;
the email address used to place the order;
the item or items you want to return; and
the reason for the return.

Please do not send a product back before receiving return authorization and instructions from us. The business address displayed on our website might not be the correct return location. Unauthorized returns may be delayed, refused, or returned to the sender.

After a return is authorized, the package must be handed to the carrier within 7 calendar days of receiving our return instructions. Please retain the shipping receipt and tracking number until the return is complete.

3. Return Shipping and Original Delivery Charges

For a standard return of an unopened item, the customer is responsible for return-shipping costs unless Pathraya agrees otherwise or applicable law requires otherwise.

Original shipping charges, customs duties, taxes, brokerage fees, and delivery surcharges are non-refundable, except when the return results from our error, the item arrived damaged or defective, or applicable law requires otherwise.

We recommend using a trackable shipping service. Pathraya is not responsible for a return lost or damaged in transit when the customer selected and arranged the return carrier.

4. Damaged, Defective, Leaking, or Incorrect Items

Please inspect your order promptly after delivery. If an item arrives damaged, defective, leaking, or different from what you ordered, contact connect@pathraya.com within 48 hours of delivery where reasonably possible.

Please provide:

your order number;
a description of the issue;
clear photographs or video showing the product and the problem;
photographs of the shipping box and internal packaging; and
a photograph of the shipping label.

Keep the affected item and all packaging until we complete our review. If the claim is approved, we will offer an appropriate remedy, which may include:

a replacement or reshipment at no additional charge;
a refund to the original payment method; or
another solution agreed with you.

If we require an affected item to be returned, Pathraya will provide instructions and cover reasonable return-shipping costs. A discount coupon or store credit may be offered only as an optional alternative accepted by the customer; it will not replace a refund or other remedy required by applicable law.

The 48-hour notice request helps us investigate carrier and fulfillment issues. It does not remove any rights that cannot lawfully be limited.

5. Items Not Eligible for Standard Return

Unless an item arrived damaged, defective, leaking, or incorrect, or applicable law requires otherwise, the following are not eligible for a standard return:

opened, used, tested, or partially consumed beauty and personal-care products;
items with broken or removed seals;
gift cards;
complimentary gifts, samples, and promotional items;
items marked Final Sale before purchase;
products not purchased from pathraya.com;
products damaged through misuse, improper storage, alteration, or failure to follow the directions for use;
items returned after the applicable return period; and
items sent without return authorization.

6. Sets, Bundles, and Gifts With Purchase

Sets and bundles must be returned unopened and as a complete set to qualify for a standard return. We do not provide partial refunds for individual items from a discounted set or bundle unless an individual item arrived damaged, defective, leaking, or incorrect.

If a purchase included a complimentary gift, the unused gift must also be returned with the qualifying purchase where reasonably possible. If it is not returned, we may deduct its stated retail value from the refund where permitted by law.

7. Subscriptions

Cancelling a subscription stops future renewals but does not automatically cancel an order that has already been processed or shipped. An unopened subscription item may be returned under this policy if it otherwise meets the eligibility requirements.

You can manage or cancel a subscription through your customer account or by emailing connect@pathraya.com before the next order is processed.

8. Exchanges

We do not currently offer direct exchanges for standard returns. If you want a different product, request a return for the eligible unopened item and place a new order.

If we sent the wrong item, do not place a replacement order yourself. Contact us under Section 4 so we can resolve the issue.

9. Refunds

After we receive and inspect an authorized return, we will email you to confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method, normally within 5–10 business days after inspection. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.

We do not substitute a coupon or store credit for a refund that applicable law requires us to provide. With your agreement, we may offer store credit as an optional alternative.

10. Order Changes and Cancellations

We begin processing orders quickly. Email connect@pathraya.com as soon as possible if you need to change or cancel an order. We will try to assist, but we cannot guarantee a change or cancellation after processing or fulfillment has begun.

If an order has already shipped, the eligibility requirements in this policy apply. If we cannot fulfill or ship an order as promised, we will notify you and provide any cancellation or refund option required by applicable law.

11. Suspected Fraud or Policy Abuse

To the extent permitted by law, Pathraya may refuse a return or refund request involving suspected fraud, altered evidence, repeated policy abuse, or products that do not match the item originally supplied. We may request additional information reasonably necessary to verify a claim.

This section does not affect rights or remedies that cannot lawfully be excluded.