Refund policy

At PAWLY STORE, we want you to love what you ordered. If something isn't right, we're here to help. Please read the policy below to understand how returns, exchanges, and refunds work.

1. Return Window

You have 30 days from the date your order is delivered to request a return or refund. Requests submitted after 30 days will not be accepted.

2. Eligibility for Returns

To be eligible for a return, the item must be unused, in the same condition you received it, and in its original packaging with all tags and accessories included. You will also need your order number or proof of purchase.

The following items cannot be returned or refunded: items marked as final sale or clearance, gift cards, personalized or custom-made products, and items that have been used, washed, or damaged after delivery.

3. How to Start a Return

To start a return, contact us at supportpawlygoods@gmail.com with your order number, the item(s) you'd like to return, and the reason for the return. If your item arrived damaged or defective, please include photos or a short video — this helps us resolve the issue faster.

If your return is approved, we will send you a return authorization along with instructions on where to send the package. Items sent back without a prior return request will not be accepted.

Please note that the return shipping address may differ from the address the parcel was shipped from. Always wait for our instructions before sending anything back.

4. Return Shipping Costs

If the return is due to our error (wrong item, defective or damaged product), we will cover the return shipping cost or provide a replacement/refund without requiring the item to be sent back.

If the return is for any other reason (changed your mind, ordered the wrong size, etc.), the customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot be responsible for items lost in transit on the way back to us. Original shipping fees are non-refundable.

5. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If the item is defective, damaged, or you received the wrong product, contact us within 7 days of delivery so we can evaluate the issue and make it right. Depending on the situation, we will offer a free replacement, a partial refund, or a full refund.

6. Refunds

Once we receive and inspect your return, we will notify you by email whether the refund has been approved. If approved, the refund will be issued to your original payment method within 5–10 business days. Please note that your bank or card provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at supportpawlygoods@gmail.com

7. Exchanges

The fastest way to get the item you want is to return the original item and, once the return is accepted, place a new order. If you received a defective or incorrect item, we will arrange a replacement at no extra cost.

8. Order Cancellations

You may cancel your order free of charge within 12 hours of placing it. After that, orders are processed and sent to fulfillment, and cancellation may no longer be possible. If your order has already shipped, you may return it under the standard return process once it arrives.

9. Lost or Undelivered Packages

If your tracking shows no movement for more than 30 days or the package is confirmed lost by the carrier, we will send a replacement or issue a full refund. If tracking shows the package was delivered but you did not receive it, please first check with neighbors, household members, and your local post office, then contact us so we can open an investigation with the carrier.

10. Wrong Address & Refused Deliveries

We are not responsible for orders shipped to an incorrect address provided at checkout. If a package is returned to us due to an incorrect address or a refused delivery, we may deduct the original shipping cost from your refund, or offer to reship for an additional shipping fee.

11. Chargebacks

Please contact us before filing a chargeback with your bank. We resolve the vast majority of issues quickly and directly, and a chargeback may delay the resolution of your case.

12. Contact Us

If you have any questions about our Refund & Return Policy, reach out to us anytime:

Email: supportpawlygoods@gmail.com
Website: pawlygoods.shop