Refund policy

Pawly™ Refund & Return Policy

At Pawly™, we want every pet and pet parent to have the best experience possible. We carefully select our products and work hard to ensure that every order arrives safely and meets our quality standards.

If there is an issue with your order, please contact our support team and we will do our best to help resolve the problem.

Refunds & Replacements

We offer refunds or replacements in the following situations:

Damaged Products

If your product arrives damaged, defective, or not in proper condition, please contact us with clear photos or videos showing the issue. Once reviewed and approved, we will provide a replacement or refund.

Incorrect or Missing Items

If you receive the wrong product, incorrect size/color variation, or an item is missing from your order, please contact us with photos of the product and packaging. We will review the issue and provide the appropriate solution.

Products Unable to Be Delivered

If your order cannot be delivered due to shipping issues or is confirmed lost during transit, please contact us so we can investigate and assist you.

Delayed Orders

Shipping times may vary depending on location, season, and external circumstances. If your order has experienced an unusually long delay, please contact us and we will look into the situation.

How to Request a Refund or Replacement

To request a refund or replacement, please contact our support team at:

Pawlysteam@gmail.com

Please include:

Your order number
Photos or videos showing the issue
A description of the problem

Providing this information helps us review your request and find a solution as quickly as possible.

Approved refunds will be issued to the original payment method used during checkout.

Cases Where Refunds Are Not Available

Refunds or replacements are not available in the following situations:

The order tracking shows that the package has been delivered
Incorrect shipping information was provided by the customer
The package was not collected by the customer
The product was damaged due to misuse, accidents, or improper care
The customer no longer wants the product or changes their mind
The product matches the description but does not meet personal preferences
Normal product variations that do not affect functionality

Returns

Due to the nature of international shipping, we do not recommend unnecessary returns. Return shipping costs can be high and delivery times may take longer than expected.

If a return is approved by Pawly™:

The product must be unused and in its original condition
The customer is responsible for return shipping costs
You must contact Pawly™ before sending any product back
Returns sent without prior approval may not be accepted

Return Timeframe

Any refund, replacement, or return request must be submitted within 15 days of receiving your order.

Requests made after this period may not be eligible for a refund or replacement.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible. Orders can only be cancelled before they have been processed or shipped.

Once an order has been shipped, it cannot be cancelled.

Processing Refunds

Once your refund has been approved, it will be processed back to your original payment method. Processing times may vary depending on your payment provider.