Pauze Instant Customer Care Support Related to Product
FAQs Warranty Shipment Return/replace/refund Grievances

    Payment Related

  • Payment for the order has been deducted from my account, but no order details have been received?

    Your order details may not have been captured with us. Drop us an email with the screenshot of the payment receipt along with your transaction ID and account number for us to verify the payment and help you complete your order.

  • What payment options do you have?

    Keeping in mind the health and safety in these times, we accept prepaid orders only to minimize contact. You can choose to pay with the following options:

    - Credit/Debit Card Payment
    - Net Banking
    - Wallets – PhonePe, Amazon Pay,
    - UPI/QR

  • Order Related

  • How can I cancel my order?

    You have the option to cancel your order before it is dispatched from our warehouse.

    To cancel the order:

    If you have an account:
    1. Login to your account
    2. Go to manage your order:
    3. Cancel the desired order.

    If you don’t have an account:
    Create an account at and follow the steps mentioned above.
  • How can I change my delivery address?
    Before the order is dispatched:
    1. Cancel the order on the website and place the order again with the correct address.
    2. Contact our customer care team to change the delivery address.
    By Email:
    By Phone: +91 94097 00003

    *Delivery address cannot be changed once the product has been dispatched from our warehouse.

  • I want to change my product colour?

    I want to change my product colour? Before the order is dispatched, cancel the order on the website and place the order again with the desired product colour.

    *Product colour cannot be changed once the product has been dispatched from our warehouse.

  • I have lost my invoice copy, what should I do?
    Order placed through Amazon/FK/Any other ecommerce marketplace:
    Locate your invoice in the order details of your account on the website from where you placed the order for PAUZE products.

    Order placed on the website:
    Contact customer service to help you.

Warranty Guidelines

Pauze warranty policy

All PAUZE products and accessories are covered by a manufacturer warranty. Please check the table below for warranty coverage details for your product and accessories.



Warranty period


Smart watch

Main device

12 months


3 months


Bluetooth neckband

Main device

12 months


3 months

Pauze warranty guidelines

  • In the event that you face any issues with your PAUZE product, please contact us and we will be delighted to help you.
  • The PAUZE warranty is confined to the first purchaser of the PAUZE products only and is non- transferable.
  • The warranty service is limited to repair or replacement of the product & is at the sole discretion of PAUZE.
  • Proof of purchase is required to be presented for availing warranty services.
  • If the issue is not resolved over call or email, PAUZE will request you to self-ship the product from your address to our warehouse and share the tracking details with the PAUZE customer service team.
  • PAUZE warranty coverage shall be limited only to provide repairs & rectification of the fault reported. In case a replacement is provided, it will be done with an equivalent condition device only, with or without packaging & accessories.
  • PAUZE shall not cover any consequential or resulting liability, damage or loss to property or life, injuries, loss of any kind of personal data arising directly or indirectly out of any defects in PAUZE products
  • PAUZE shall not cover any liability or claim pertaining to any kind of rashes or skin allergy due to usage of PAUZE products nor will it be able to provide any repairs or replacement for such issues.
  • While PAUZE will make every effort to carry out repairs at the earliest, we would like to make it expressly clear that we are under no obligation to do so in a specified period of time.

If any colored internal or external components are to be replaced, there will be an effort to ensure that the shades match the original or other components. The replaced shades, patterns, tints may vary from the customer's unit due to continuous usage of the unit. Any matching components changed at customer's request will be on a chargeable basis except the component replaced under warranty.

  • In the case of product replacement within the warranty period, if the product is out of stock, an upgraded model of the equivalent price will be offered. The customer will not be eligible for a gift card or refund and the warranty will continue as per previous product purchase date. In the case of product replacement within the warranty period, if the product is out of stock, an upgraded model of the equivalent price will be offered. The customer will not be eligible for a gift card or refund and the warranty will continue as per previous product purchase date.

Pauze warranty isn’t applicable in any of the following cases:

  • The product is not operated according to the instructions given in the instruction manual.
  • In case of any damage to the product, customer abuse, repair by unauthorized persons, misuse detected, product attacked or damaged by house pests, pets, rodents, accidental or incidental damage, spillage of any kind of liquid on the device, device subjected to extreme temperatures, atmospheric conditions, water logging in the product, non-specified charger usage, any kind of breaking or cutting of wires, improper or reckless use, defects developed by due to causes beyond control like lightning, abnormal voltage or acts of God.
  • This warranty will automatically terminate on the expiry of the warranty period of 12 Months (as determined by proof of purchase), even if the product is not in use during ZEST PRO the warranty period for any reason.
  • Deterioration or peeling of the colour of the product due to normal wear & tear or usage.
  • Issues pertaining to look & feel of the product, dim display under sunlight, low sound quality due to accumulation of dust or dirt.

Warranty registration

Register your PAUZE Product

All you need to know about shipping policy at PAUZE

  • Each order can be shipped only to a single address, which is specified at the time of payment for that order. If you wish to ship products to different addresses, you will need to place multiple orders.
  • We make our best effort to ensure that each item in your order is shipped out within 3 working days of the order date. However, in some cases it may take up to 5 or more working days during festivals, sales or when there are other mitigating circumstances.
  • Orders are processed from Monday to Saturday. Orders placed on Sunday will be processed the next day.
  • To ensure that your order reaches you swiftly and safely, PAUZE uses only reputable courier partners.
  • While PAUZE attempts to ship all items in a single order together, this may not always be possible due to product characteristics or availability.
  • All orders are shipped with an invoice from PAUZE. In case you don't receive an invoice, you may submit a ticket by filling out this simple form at
  • Please allow 7 to 10 business days for your order to arrive.
  • A shipping confirmation with your tracking ID will be sent to you after the product has been dispatched. You can use this ID to track your order by visiting and clicking on . This will tell you the approximate delivery time of your order and the current shipping status.
  • The payment methods that are available are prepaid options.
  • If your order arrives visibly damaged, please contact PAUZE Customer Service immediately. You can reach out to us at with your order ID and images of the product. PAUZE will dispatch a replacement or initiate a refund immediately.
  • If you believe that the packaging of your order has been tampered with or damaged before delivery, please refuse to take delivery of the package and submit a ticket at, mentioning your order ID. PAUZE will dispatch a replacement or initiate a refund immediately.
  • Goods will need to be signed for upon delivery. We take no responsibility for goods signed by an alternative person other than the person ordering the product at the address indicated at the time of the order.
  • Since the transactions are authorized by the card holder, we do not take responsibility for incorrect addresses provided at the time of placing the order
  • We are not responsible for damage to products after delivery.

All you need to know about return policy at PAUZE


Unless the product received is damaged or wrong product received, there are no refund on smartwatches. For damaged or manufacturing defective products, only replacements are applicable. The customer has to notify of any damage or manufacturing defect within 24hrs of receiving the product.

Audio products

Unless the product received is damaged or the wrong product received, there are no refunds on audio products and accessories. In the unlikely scenario where the product you ordered is damaged or defective, you may request a replacement of the item within 24 HOURS after you receive it.

All you need to know about replacement policy at PAUZE

Process for replacement

If your product is within the replacement window, please send us an email to requesting approval. The support team will respond to the request within 48 hours with details of where to ship the return.

  • Please self-ship the product within 48hrs after the replacement request is approved.
  • Please ensure that the product is returned to our warehouse within 72 HRS post-approval with all the accessories and original packaging.
  • Please make sure when you return the product, you pack it properly. PAUZE will not be liable if the product is damaged in transit during return.
  • Once the product is returned and received by the warehouse, the warehouse team will check and ensure everything is correct.
  • Once everything is verified, your replacement will be processed.
  • We usually process all replacements within 48hrs of the warehouse receiving your product return.

All you need to know about refund policy at PAUZE

Full refund of a product is allowed only under the following circumstances:

  • If the product delivery takes more time than promised (reasons like natural calamities, delay due to the logistics partners, unavailability of the customer, etc. are covered under exceptions and a refund will not be entertained under such circumstances), then the customer can cancel the order and the full amount will be refunded back to the customer within 14 working days. We do not take any responsibility for a delay in the refund because of the delays made by the bank, calamities or national holidays.
  • If the product comes back to the warehouse undeliverable due to customer not available to receive the product or if the address given on the order is incorrect or if after several attempts by the courier company the customer still has not taken delivery of the product, the refund will be processed after deducting shipping and handling charges.
  • A customer can also ask for a refund if the product received is different from the order placed. You must bring it to the notice of our customer service within 24 hours of receiving the product. The Customer Service Team, after looking into your complaint, will take an appropriate decision.
  • Under no circumstances, refund will be processed if the product is found to be damaged by the consumer.

Register complaint