Refund policy

Return & Refund Policy

At PAWLY, we want you and your pets to be completely satisfied with every purchase. If you're not happy with your order, we're here to help.

Returns

We offer a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must:

  • Be unused and in its original condition.

  • Include all original tags and packaging.

  • Be accompanied by proof of purchase (receipt or order confirmation).

To start a return, please contact us at pawlyinfo120@gmail.com.

Returns should be sent to:

[RETURN ADDRESS]

Please do not send items back without contacting us first. Unauthorized returns may not be accepted.

If your return request is approved, we will provide instructions on how to return your package. In some cases, a prepaid return shipping label may be provided.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item is damaged, defective, or you received the wrong product, contact us within 7 days of delivery at pawlyinfo120@gmail.com, including photos of the item and packaging.

We'll work quickly to resolve the issue by offering a replacement, refund, or another suitable solution.

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened pet food or treats.

  • Used pet toys or accessories.

  • Personalized or custom-made products.

  • Gift cards.

  • Clearance or final sale items.

  • Products marked as non-returnable.

If you're unsure whether your item qualifies, please contact us before requesting a return.

Exchanges

We do not offer direct exchanges.

If you would like a different item, please return the original product (if eligible). Once your return is approved, you may place a new order for the desired item.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at pawlyinfo120@gmail.com.

Return Shipping Costs

Unless the return is due to our error (wrong item, defective product, or damaged shipment), customers are responsible for the cost of return shipping.

Original shipping charges are non-refundable unless required by law.

European Union Customers

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 30 days without providing a reason.

To qualify, the item must be unused, in its original packaging, include all tags, and be accompanied by proof of purchase.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: pawlyinfo120@gmail.com

We are always happy to assist you and ensure the best experience for you and your pet.