Return Policy
Return Policy
30-Day Money-Back Guarantee
We want you and your furry friends to be completely satisfied with your purchase. If for any reason you're not, you may return your item within 30 days from the date of delivery for a refund. Unfortunately, we cannot accept returns or offer refunds after 30 days.
Custom Orders
Custom orders are made specifically for you and your pet, which means they cannot be canceled, returned, or refunded. However, if your custom item arrives damaged or defective, we’ll be happy to replace it.
Non-Customized Items
If you need to return a non-customized item, please follow these steps:
1. Submit a Return Request – Email us at info.pawly@gmail.com within 30 days of delivery.
2. Product Condition – The item must be unused, in its original packaging, and include all accessories.
3. Return Approval – Once approved, you’ll have 30 business days to return the item.
4. Secure Packaging – The product must be securely packed, well-taped, and leak-proof.
5. Return Shipping – Customers are responsible for return shipping costs, and we recommend using a trackable shipping method.
Items Ineligible for Return or Exchange
The following items cannot be returned or exchanged:
• Opened pet consumables (e.g., food, treats, supplements)
• Pet hygiene products (e.g., sanitary items, care products, grooming tools)
• Used or damaged items
• Items missing packaging
• Personalized/customized products
• Items purchased more than 30 days ago
• Underwear, socks, or pet clothing worn for hygiene reasons
Partial Refunds
A partial refund may be issued in certain situations, such as:
• Items not in their original condition, damaged, or missing parts due to reasons not caused by a defect
• Opened pet supplements, food, or other consumables
• Pet accessories showing excessive signs of use
Refund Process
Once we receive your return, our team will inspect the item and notify you via email whether your return is approved. If approved, the refund will be processed within 5 business days and credited to your original payment method.
Exchanges
We only offer exchanges for items that are defective or damaged upon arrival. If you need to exchange an item, please email us at info.pawly@gmail.com with your order details and a photo of the issue.
Return Shipping
• To return an item, please email info.pawly@gmail.com for return authorization.
• Customers are responsible for return shipping costs.
• Shipping fees are non-refundable.
• For exchanges, delivery times may vary based on location.
• We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item.
For any further assistance, feel free to reach out to us at info.pawly@gmail.com. We're here to help keep you and your pets happy!
