Refund policy
At Pawsy, we want you and your pup to be happy with your purchase. If something isn't right with your order, please contact us and we'll do our best to make it right.
1. Returns
We accept return requests within 30 days of delivery.
To be eligible for a return, the item must be unused and in its original condition, in its original packaging, free from damage caused by the customer, and accompanied by your order number or proof of purchase.
Please contact us before sending anything back. Items returned without prior approval may not be accepted.
To request a return, contact us at info@pawsyshop.co with your order number and a brief description of the reason for your return.
2. Damaged, Defective, or Incorrect Items
Please inspect your order when you receive it and contact us as soon as possible if your item arrives damaged, is defective or does not function as described, you receive the wrong item, or an item is missing from your order.
For damaged or defective items, please contact us within 7 days of delivery and include your order number along with clear photos or videos showing the issue.
After reviewing your case, we may offer a replacement or a full refund, depending on the circumstances. If the issue is confirmed to be our responsibility, we will provide instructions for the next steps.
3. Change-of-Mind Returns
We understand that sometimes a product may not be exactly what you expected.
For returns due to change of mind, personal preference, or ordering the wrong size/color, the item must meet our return eligibility requirements above, and return shipping costs are the customer's responsibility.
Original shipping charges are generally non-refundable.
Please contact us before returning your item so we can provide the appropriate return instructions.
4. Non-Returnable Items
Certain items may not be eligible for return, including items that have been used, washed, or damaged after delivery, items returned after the 30-day return period, sale or final-sale items, gift cards, and items that cannot reasonably be resold due to hygiene or safety considerations.
If you're unsure whether your item is eligible for a return, please contact us at info@pawsyshop.co before sending it back.
5. Exchanges
We do not currently offer direct exchanges.
If you would like a different product, size, or variation, the simplest option is to request an eligible return and place a new order separately.
6. Refunds
Once your return is received and inspected, 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 payment provider may require additional time to process and post the refund to your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at info@pawsyshop.co.
7. Order Cancellation
If you need to cancel an order, please contact us at info@pawsyshop.co as soon as possible after placing your order.
We can only guarantee cancellation if your order has not yet entered processing or been shipped. Once an order has been shipped, it may no longer be possible to cancel it.
8. Contact Us
If you have any questions about returns or refunds, please contact us:
Email: info@pawsyshop.co
Website: pawsyshop.co
We're happy to help make things right for you and your pup.