Refund policy
Return & Refund Policy
Our goal is for customers to be happy with their purchases. However, if something doesn't go as planned, we're here to help. If you have any questions or issues, please contact us at support@pawlypet.us.
Right of Withdrawal (EU Customers) If you are a customer located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, you must contact us at support@pawlypet.us within 14 days of delivery. Returned items must be unused, in their original condition and packaging. Customers are responsible for return shipping costs, unless the item is defective or damaged.
Returns (Non-EU & General Policy) We accept returns within 30 calendar days of the delivery date under the following conditions:
- The product is unused and in its original condition.
- The product is returned according to instructions provided by our customer support team.
We do not offer product exchanges. Approved returns will be refunded to the original payment method, which will include only the product price. Shipping costs will not be refunded for items delivered in good condition. Please note that we do not accept returns for non-defective products. Refunds will only be processed for defective or damaged items reported within 7 days of delivery.
Damaged or Incorrect Items If your item arrives damaged or incorrect, please contact us at support@pawlypet.us within 7 days of delivery, including clear photos of the issue. Once confirmed, we will offer a refund or replacement, depending on the situation. In cases of damaged or incorrect items, return shipping costs will not be charged to the customer.
Cancellations Orders can be canceled within 8 hours of placement, as long as the order has not yet been processed or shipped. Once an order has been shipped, it cannot be canceled, but it may be returned in accordance with this Return & Refund Policy.
Refunds Once your return is received and inspected, we will notify you by email regarding the approval or rejection of your refund. If approved, your refund will be processed and automatically applied to your original method of payment within a few business days. Processing times may vary depending on your payment provider.
Late or Missing Refunds If you have not received your refund yet:
- Check your bank account again.
- Contact your credit card company (processing times may vary).
- Contact your bank.
If you have completed these steps and still have not received your refund, please contact us at support@pawlypet.us.
Contact Information For all return, refund, or cancellation requests, please contact us at: 📧 support@pawlypet.us
