Refund policy

At Pachira, your satisfaction is our top priority. If you are not completely happy with your purchase, we offer a simple and transparent return and refund process. Please review the following policy carefully.

1. Return Period & Eligibility

You may request a return within 30 calendar days of receiving your order.

To qualify for a return, the item must:

  • Be unused, unworn, and in its original condition

  • Include all original packaging, tags, accessories, and documentation

  • Be accompanied by a valid proof of purchase (e.g., order number, receipt)

Items that are returned used, worn, damaged, or incomplete may be denied a refund or subject to a partial refund at our discretion.

2. Refunds & Exchanges

2.1. Refunds: 

Once your returned item is received and inspected, you will receive an email notification regarding the approval or rejection of your refund.

If approved:

  • A full refund will be issued to your original payment method within 10 business days. 

  • Refund processing time may vary depending on your financial institution.

Please note:

  • We do not charge restocking fees.

  • Original shipping fees (if applicable) are non-refundable.

  • It can take some time for your bank or credit card company to process and post the refund too.

2.2. Exchanges:

  • Pre-order items with discount codes: Eligible for exchange only (not refunds).

  • Other items: Complete a return and place a new order for the desired item.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

3. How to Return or Exchange

To start a return, you can contact us at the chat box or support@osprey.life. Please note that returns will need to be sent to the following address: 710 E Park Blvd, Plano, Texas, USA, 75074.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note: Orders placed during a pre-order phase using a discount code are not eligible for return. These items may only be exchanged. 

4. Damages and issues

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery, so that we can evaluate the issue and make it right.

Provide the following:

  • A description of the issue

  • Photos of the item and packaging (if applicable)

We will evaluate the case and provide:

  • A replacement item at no cost, or

  • A full refund, depending on your preference

5. Exceptions / non-returnable items

The following items are not eligible for return or refund:

  • Pre-order items purchased using a discount code (exchange only)

  • Personalized or custom-made products (e.g., engraved rings)

  • Gift cards

  • Items marked as final sale

  • Used or damaged items not caused by transit or manufacturing defects

If you're unsure about your item’s eligibility, contact us before initiating a return.

6. International and Special Cases

We accept international returns; however, customers are responsible for international return shipping fees (unless the item is defective).

  • EU Customers - 14-Day Cooling-Off Period

If your order was shipped to a country within the European Union, you have the legal right to cancel or return your order within 14 calendar days, for any reason.

  • Conditions

The item must be unused, unworn, with original tags and packaging

You must provide proof of purchase

7. Contact

If you have any questions or need help with your return or exchange, please reach out at: support@osprey.life