Refund policy
RETURN AND REFUND POLICY
Start Every Request With Us
Contact support@pawshepets.com before returning any product. Include your order number, the item involved, and the reason for the request. Do not send products to the Pawshé Pets mailing address or to any address shown on the original package. We must first confirm eligibility and provide the correct authorized return address and instructions. Unauthorized returns may be refused.
Damaged, Defective, Incorrect, or Missing Items
Inspect your order promptly after delivery. Report a damaged, defective, misprinted, or incorrect item within 30 days of delivery. Report an order that has not arrived within 30 days of its estimated delivery date. Clear photographs or video of the item, packaging, shipping label, and issue may be required. After review, an eligible claim may be resolved with a replacement, reprint, refund, or other appropriate remedy at no additional product cost.
Returns of Eligible Standard Products
For eligible non-custom products, request a return within 14 days after delivery. The product must be unused, unworn, unwashed, and in its original condition and packaging, with all tags and accessories included. Proof of purchase is required. Eligibility and the permitted return window may also depend on the product’s supplier policy. We will confirm all terms before authorizing the return.
Made-to-Order, Personalized, and Non-Returnable Products
Products created or printed specifically for an order—including personalized products, custom artwork, made-to-order print products, and items produced in a selected size, color, or design—are final sale for preference-based reasons such as ordering the wrong size, choosing the wrong color, or changing your mind. This restriction does not apply when the product arrives damaged, defective, misprinted, or materially different from the order, or when applicable law requires otherwise.
Other non-returnable products can include opened hygiene or personal-care products, food or treats, hazardous materials, gift cards, clearance/final-sale merchandise, and products that cannot be resold safely. Contact us before purchasing if you need confirmation about a specific item.
Return Shipping and Restocking Fees
For an approved non-defective return, the customer is generally responsible for return shipping. Original shipping charges are not refundable unless required by law or the return results from our error or a verified product defect. A supplier restocking fee may apply to certain standard products; any applicable fee will be disclosed before you authorize the return. When we verify that the wrong, damaged, or defective product was supplied, we will provide the available resolution and shipping instructions.
Exchanges
Direct exchanges are not guaranteed because products may be made to order or fulfilled by different suppliers. When a standard product is eligible, we may process a return and ask you to place a separate order for the replacement. Made-to-order and personalized products cannot be exchanged for preference-based size, color, or design changes.
Cancellations and Address Changes
Contact orders@pawshepets.com immediately if you need to cancel or change an order. We cannot guarantee a cancellation or address change after the order enters production, is accepted by a supplier, or begins fulfillment. If cancellation is still possible, we will confirm it by email.
Refunds
We will notify you after an authorized return or claim is reviewed. Approved refunds are issued to the original payment method, generally within 10 business days after approval. Your financial institution may require additional processing time. Any disclosed return-shipping charge or permitted restocking fee may be deducted from the refund. If more than 15 business days have passed since we approved your refund, contact support@pawshepets.com.
International and Statutory Rights
Nothing in this policy limits rights that cannot legally be excluded. Where local consumer law provides a mandatory cancellation, withdrawal, conformity, repair, replacement, or refund right, that law takes precedence. Statutory exceptions may apply to personalized, custom-made, sealed hygiene, perishable, or other excluded goods.
Contact
Customer support: support@pawshepets.com
Order changes: orders@pawshepets.com
General inquiries: hello@pawshepets.com