Exchange Policy

Exchange Window

You may request an exchange within 30 days of receiving your order. Items must be unused, in their original packaging, and in the same condition as received.

Eligible Exchanges

• Wrong size or variant received
• Defective or damaged item upon arrival
• Item does not match the product description
• Size/color exchange for available variants

How to Request an Exchange

1. Contact us at support@pawllpet.com with your order number
2. Include photos of the item and describe the issue
3. We will review your request within 1-2 business days
4. Once approved, we will provide a prepaid return label
5. Ship the item back and we will send the replacement once received

Exchange Shipping

• Exchanges due to our error (wrong item, defect): Free shipping both ways
• Exchanges for personal preference (size, color): Customer pays return shipping

Non-Exchangeable Items

• Items used, washed, or altered
• Mystery box / blind box items (due to their random nature)
• Personalized or custom-made products
• Items without original packaging or tags
• Items purchased during final sale promotions

Contact

For exchange requests or questions:

Email: support@pawllpet.com