Refund policy

Every Papa and Paula item is made to order. Nothing is printed until you buy it, which keeps waste down and means we hold no shelf stock — and it also shapes the policy below. Please read the sizing chart on each product page before ordering.

Damaged, defective or misprinted items

If your order arrives damaged, defective, or printed incorrectly, we will replace it free of charge or refund you in full — your choice.

Contact us within 30 days of delivery at info@enviro-nrg.com.
Include your order number and clear photos of the item, the print issue, and the shipping label.
You do not need to send the item back. Keep it, or pass it on to someone who can use it.

Lost packages

If tracking shows your parcel never arrived, contact us within 30 days of the estimated delivery date and we will reship it at our cost or refund you in full.

Wrong size or a change of mind

Because items are made to order, we cannot resell a returned garment, so we do not offer refunds for the wrong size being ordered or for a change of mind.

We do offer an exchange. Within 30 days of delivery, if the item is unworn, unwashed and undamaged, we will produce your replacement in the correct size and you cover the cost of the replacement item and its shipping. Email us and we will send you the exact amount before anything is charged.

If you are unsure of your size, message us before ordering. We would rather spend five minutes on measurements than have you pay twice.

Incorrect shipping addresses

Please check your address carefully at checkout. If a parcel is returned to us because the address was incomplete or incorrect, we will reship it once you cover the reshipment cost. Unclaimed parcels are donated by our fulfilment partner after 30 days and cannot be refunded.

Cancellations and changes

Orders move into production quickly. Email us as soon as possible and we will cancel or amend the order if production has not started. Once printing has begun, the order cannot be changed.

How refunds are issued

Approved refunds go back to your original payment method. Allow 5–10 business days for your bank or card issuer to post the funds. Original shipping charges are refunded only where the fault was ours.