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Returns & Exchanges


Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange. For online purchases this is 14 days from the date your package was received.

For any and all online purchases please email us immediately at hello@openpavilion.com for a free return shipping label which will be emailed to you. Online purchases can be returned or exchanged in store as well upholding all stated criteria.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days. 

We only accept returns or exchanges purchased at openpavilion.com or at the Pavilion store.  

Please contact a Customer Service Representative at hello@openpavilion.com with a detailed description of what you want to return or exchange plus your order number and we will get back to you within 24 hours.

You will receive an e-mail notification upon the receipt of your return, provided that your e-mail address is included on your return/exchange mail to hello@openpavilion.com.

Same return/exchange policies apply to gift recipients who would like to return Pavilion merchandise for refund or an exchange.

Please allow 10 to 12 business days for us to receive and process your return or exchange.

 Personalized Items cannot be returned or exchanged.


Exchange requests must be made within 14 days of the order receipt for merchandise purchased at full retail price.

Specify the exchange item and the new color / size / style on the return/exchange mail to hello@openpavilion.com

Include the request in your return package. Simply ship it back to us and we’ll send your new item free of shipping charges.

If you are exchanging an item due to a mistake made by openpavilion.com or because of quality issues, we will reimburse you with store credit for the shipping costs.

Availability of the replacement item is not guaranteed. You will receive an e-mail notification upon the completion of the exchange processing.

If you have any questions or concerns, please e-mail us at hello@openpavilion.com


We ship via USPS, Fedex and UPS which provide secure and easy trackable methods of shipping. If your package gets lost in transit we will do everything we possibly can to assist you.

We cannot be held responsible for packages once proof of delivery is generated.

For domestic packages we ask Fedex and UPS to require a signature for orders over 500USD.

If you would like to either waive this requirement, or if you would like to ask for a signature for less than 500USD, please contact us at hello@openpavilion.com and include your order number.


Once the carriers have hold of the package we cannot be responsible for delivered items that have been lost or stolen.

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