Refund Policy

Last updated: August 8, 2026

At Paddock Dream, operated by ECOMGMD, we stand behind the quality of our products.

If you are not satisfied with your order, you may be eligible for a refund under our 30-day money-back guarantee, subject to the conditions described in this Refund Policy.

30-Day Money-Back Guarantee

If you are not satisfied with your purchase, you may submit a refund request within 30 days of the date your order was delivered.

Refund requests submitted after the 30-day period may not be accepted, except where required by applicable law.

We aim to make the refund process as straightforward and hassle-free as reasonably possible.

How to Request a Refund

To request a refund, contact us by email at:

hello@paddockdream.com

Please include the following information in your message:

• Your full name.

• Your order number.

• The email address used to place the order.

• The reason for your refund request.

• Photographs or videos, where relevant to the issue.

Providing complete and accurate information will help us review your request more efficiently.

After reviewing your request, we will notify you whether your refund has been approved, partially approved, declined, or whether additional information is required.

Approved refunds will be issued to the original payment method used for the purchase, unless otherwise agreed or required by law.

Return Requirements

In most cases, you will not be required to physically return the product in order to receive an approved refund.

However, depending on the circumstances, we may require you to return the item before issuing a refund or replacement.

You must not return any product without first contacting us and receiving return instructions.

Returns sent without prior authorization may not be accepted or refunded.

If a return is required, we will provide you with the applicable instructions and return address.

Unless the product is damaged, defective, incorrect, or otherwise covered by mandatory consumer law, return shipping costs may be the responsibility of the customer.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it is delivered.

If your order arrives damaged, defective, or contains an incorrect product, contact us within 7 days of delivery at:

hello@paddockdream.com

Your message should include:

• Your order number.

• A clear description of the problem.

• Clear photographs or videos showing the damaged, defective, or incorrect item.

• A photograph of the shipping packaging and label, where applicable.

After reviewing the evidence provided, we may offer:

• A replacement product.

• A full refund.

• A partial refund.

• Another appropriate solution agreed with you.

Where the issue is confirmed to have been caused by us, our fulfilment partner, or the carrier, an approved replacement or refund will be provided at no additional product cost to you.

Incorrect Size or Change of Mind

Customers are responsible for reviewing product descriptions, measurements, and size guides before placing an order.

Refund or exchange requests caused by selecting an incorrect size, changing your mind, or personal preference may be considered within 30 days of delivery.

The product must be:

• Unworn.

• Unwashed.

• Unused.

• Free from stains, odours, hair, or damage.

• In its original condition.

• Returned with its original packaging and tags, where applicable.

We reserve the right to decline a refund or exchange if the item shows signs of wear, washing, alteration, misuse, or damage caused after delivery.

Where a return is approved for an incorrect size or change of mind, the customer may be responsible for return shipping costs and any applicable reshipping costs.

Exchanges

Exchanges may be offered depending on product availability.

To request an exchange, contact hello@paddockdream.com within 30 days of delivery.

We cannot guarantee that your requested replacement size, colour, or product will remain available.

Where an exchange item is unavailable, we may offer store credit, another product, or a refund, depending on the circumstances.

Non-Returnable or Non-Refundable Items

Unless required by applicable law, the following items may not be eligible for return or refund:

• Gift cards.

• Digital products.

• Downloadable products.

• Personalized or custom-made products.

• Products marked as final sale.

• Items showing signs of wear, washing, alteration, misuse, or damage caused by the customer.

• Items returned without authorization.

• Free promotional gifts, unless damaged or defective.

• Shipping-protection fees after the order has shipped.

• Original shipping charges, except where required by law or where the entire order was defective, damaged, or incorrect.

Sale and promotional items remain eligible only to the extent stated in the applicable promotion or required by law.

Promotional Orders, Bundles, and Free Gifts

Orders placed using promotional discounts, bundles, free gifts, or “buy more, save more” offers may be subject to adjusted refund calculations.

If returning part of an order causes the remaining items to no longer satisfy the promotion conditions, we may recalculate the order based on the standard prices of the products retained.

Any refund may be reduced by:

• The value of discounts that no longer apply.

• The retail or promotional value of a free gift that is not returned.

• Applicable return shipping costs.

• Other non-refundable charges permitted by law.

Free promotional gifts generally do not have a separate cash value and cannot be individually exchanged for money.

If a free gift is damaged, defective, or incorrect, contact us within 7 days of delivery.

Lost, Stolen, or Missing Packages

If tracking shows that a package is still in transit beyond the estimated delivery period, contact us so we can review the shipment.

If tracking shows that an order was delivered but you cannot locate it, you should:

• Check the delivery address entered at checkout.

• Check around the delivery location.

• Ask household members, neighbours, reception staff, or building management.

• Contact the shipping carrier.

• Contact us at hello@paddockdream.com.

We will review the available tracking and delivery information.

Refunds or replacements for packages marked as delivered are not guaranteed and will depend on the available evidence, carrier investigation, shipping protection, and applicable law.

We are not responsible for orders delivered to an incorrect address entered by the customer.

Orders Returned to Sender

Orders may be returned to sender because of:

• An incorrect or incomplete address.

• Failure to collect the package.

• Delivery refusal.

• Unpaid customs or import charges.

• Repeated unsuccessful delivery attempts.

• Restrictions imposed by the carrier or destination country.

If an order is returned to us or to our fulfilment partner, we may offer reshipment or a refund after the returned package has been received and reviewed.

The customer may be responsible for original shipping costs, return-to-sender costs, and reshipping costs where the return was caused by information or action attributable to the customer.

Order Cancellations and Changes

We begin processing orders shortly after they are placed.

To request a cancellation or change, contact hello@paddockdream.com as soon as possible.

We cannot guarantee that an order can be cancelled or modified after it has been submitted.

If fulfilment or shipment has already begun, the order may need to be handled under the standard return process after delivery.

Refund Processing Time

Once a refund has been approved, we will normally submit it to the original payment method within 5 to 10 business days.

After we issue the refund, your bank, card provider, PayPal, Shopify Payments, or other payment provider may require additional time to post the funds to your account.

We do not control payment-provider processing times.

If more than 10 business days have passed since we confirmed that your refund was issued, contact us at hello@paddockdream.com.

Original Shipping, Customs, and Additional Charges

Unless required by applicable law, original shipping charges are non-refundable.

Customs duties, import taxes, brokerage fees, currency-conversion fees, and similar third-party charges are generally non-refundable by Paddock Dream because they are collected or imposed by third parties.

Customers should contact the relevant customs authority, carrier, bank, or payment provider regarding possible reimbursement of those charges.

Refund Abuse and Fraud Prevention

Refunds are reviewed based on the circumstances of each request.

We reserve the right to decline, limit, or investigate refund requests involving suspected:

• Fraud.

• False claims.

• Altered or misleading evidence.

• Repeated refund abuse.

• Unauthorized payment disputes.

• Promotion abuse.

• Resale activity.

• Multiple claims relating to the same order or item.

Abuse of this Refund Policy may result in the refusal of future orders or restriction of access to our Services.

Nothing in this section limits any consumer right that cannot legally be excluded.

Chargebacks and Payment Disputes

Before submitting a chargeback or payment dispute, please contact us at hello@paddockdream.com so we have an opportunity to resolve the issue.

Submitting a knowingly false or misleading chargeback may constitute fraud or a violation of our Terms of Service.

We may provide payment processors and financial institutions with relevant order records, tracking details, communications, photographs, website logs, and acceptance records when responding to a dispute.

This section does not restrict your right to dispute a genuinely unauthorized or improper transaction.

Statutory Consumer Rights

This Refund Policy does not exclude, restrict, or replace any consumer rights, warranties, guarantees, cooling-off periods, or remedies that apply to you under mandatory law.

Where mandatory consumer law provides greater rights than this policy, the applicable mandatory law will prevail.

Changes to This Refund Policy

We may update this Refund Policy from time to time to reflect changes to our business, procedures, products, or legal obligations.

The version that applies to your order will generally be the version published at the time your order was placed, except where a later version must apply by law.

Any changes will be published on this page with an updated revision date.

Contact Information

For refund, return, exchange, damaged-item, or order-related requests, contact us at:

Trade name: Paddock Dream
Legal entity: ECOMGMD
Email: hello@paddockdream.com
Registered address: 8206 Blvd Louisiana, Albuquerque, New Mexico 87113, United States

Please do not send products to the registered address unless we have specifically instructed you to do so.

Returns sent without prior authorization may not be accepted.