Refund policy

Return & Refund Policy

Last Updated: July 3, 2026

At Pawly, customer satisfaction is our priority. If you experience any issues with your order, we're committed to resolving them fairly and promptly. Please read this policy carefully before placing your order.

1. Reporting an Issue

Any request for a return, refund, replacement, or other after-sales support must be submitted within 10 days of receiving your order.

Please contact our support team at:

Email: support@thepawlypets.com

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

2. Change of Mind

If you wish to return an item because you changed your mind:

You may be eligible for a 40% refund of the purchase price.
The product must be unused, in its original condition, and returned in its original packaging.
You must ship the item back to the warehouse within 20 days of receiving your order.
The customer is responsible for all return shipping costs.
Refunds will be processed after the returned item has been received and inspected.

3. Proof of Damage

If your order arrives damaged, please provide clear evidence when contacting us.

You may be asked to submit:

Clear photographs of the product and packaging.
If photographs do not clearly demonstrate the damage, we may request a video showing the issue.

Claims without sufficient evidence may not qualify for a refund or replacement.

4. Delivery Attempts & Unclaimed Packages

Our shipping partners or local distributors may attempt delivery 1–3 times, depending on local carrier policies.

If the package remains unclaimed:

It may be transferred to your local post office or carrier storage facility for approximately 3–7 days.
The customer is responsible for collecting the package during this storage period.

If the package is not collected and is returned to the sender:

Pawly is not responsible for packages returned due to failed delivery attempts or failure to collect the package.
Additional shipping charges may apply if you request the order to be shipped again.

5. Product Arrived Badly Damaged

If your order arrives severely damaged during transit, we will offer either:

A full refund, or
A free replacement, at your choice.

Evidence of the damage must be provided in accordance with Section 3.

6. Product Arrived Partially Damaged

If the product arrives partially damaged but remains usable, we may offer either:

A partial refund, or
A replacement product.

Minor cosmetic imperfections that do not affect the product's intended use are not considered damage, including but not limited to:

Loose threads
Slight wrinkles
Minor scratches
Minor packaging damage

7. Incorrect Product Received

If you receive a product that is completely different from what you ordered, we will provide either:

A full refund, or
A replacement at no additional cost.

8. Wrong Color or Size

If you receive the wrong color or size, but the product remains functional, we may provide either:

A refund (full or partial, depending on the circumstances), or
A replacement product.

Size Issues

If your request relates to the product size, we kindly ask that you:

Measure the product using the correct measurement method.
Send us clear photographs showing the measurements.

This helps us verify the issue and provide the appropriate solution as quickly as possible.

9. Missing Parts That Affect Product Function

If your product is missing essential parts that prevent it from functioning properly, we will send a replacement product.

Refunds are generally not offered for this situation unless otherwise required by applicable law.

10. Missing Parts That Do Not Affect Product Function

If non-essential parts are missing, we may, at our discretion:

Send the missing parts, or
Offer a partial refund.

11. Missing Accessories

If accessories included with your purchase are missing, we will resend the missing accessories at no additional cost.

12. Order Cancellation

Orders may be canceled for a full refund if they have not yet been processed by our warehouse.

Once warehouse processing has begun, cancellation requests may no longer be accepted.

13. Print-on-Demand (POD) Products

Because Print-on-Demand (POD) products are custom-made specifically for each order:

Orders cannot be canceled, modified, or refunded after payment has been completed, except where required by applicable consumer protection laws or if the item arrives defective, damaged, or incorrect.

14. Refund Processing

Once your refund has been approved:

Refunds will be issued to your original payment method.
Processing times typically range from 5–10 business days, depending on your payment provider or financial institution.

15. Contact Us

If you have any questions regarding this policy or need assistance with your order, please contact us:

Pawly Customer Support