Refund policy

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

To be eligible for a return, your item must be in the same condition that you received it — unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

How to Start a Return

To start a return, contact us at support@pawzie.shop with your order number and a brief note about the issue. If your return is accepted, we will send you the return address along with step-by-step instructions on how and where to send your package.

Return addresses are issued per order, so always request one before shipping anything back to us. Items sent back without first requesting a return will not be accepted.

Return Shipping Costs

Return shipping is the responsibility of the customer, unless the item arrived defective, damaged, or incorrect — in which case we cover the return entirely and replace or refund your order. Original shipping charges, where applicable, are non-refundable.

Damages and Issues

Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. We cover all shipping costs involved — you will never pay to correct our mistake.

Non-Returnable Items

Certain items cannot be returned, including custom or personalized products, items returned in used, soiled, or heavily worn condition, sale items, and gift cards. Please get in touch if you have questions about your specific item.

Items purchased with a discount applied automatically in the cart, including bundle offers and free-item promotions, are not considered sale items. They remain eligible for return within 30 days of delivery, under the same conditions as all other orders. Refunds are issued for the amount actually paid after discounts.

Exchanges

We do not process direct exchanges. The fastest way to get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Warranty

Separately from this returns policy, every Pawzie product is covered against manufacturing defects for one year from the date of delivery. Damage caused by chewing, scratching or tearing is not covered. Email support@pawzie.shop with your order number and a photo of the issue — if it is a defect, we send a replacement at no cost and there is no need to return the original.

Refunds

We will notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we approved your return, please contact us at support@pawzie.shop.

Questions

Email support@pawzie.shop. Every email is read by a real person and we reply within one business day.