Returns & Refund Policy

Return Window

You may request a return within 30 days of receiving your order, ONLY for products with verified quality defects or damage. We do not accept returns for reasons such as change of mind, wrong size selection, or personal preference.

Eligible Reasons for Return

• Manufacturing defects (stitching, material flaws, structural issues)
• Product received damaged during shipping
• Product significantly differs from description or photos on our website
• Wrong product shipped

Required Evidence (Mandatory)

All return requests MUST include visual evidence of the quality issue. Requests without proper documentation will be denied.

• Photos: Clear photos showing the defect from multiple angles. Include a photo of the product label/tag and the original packaging.
• Video (recommended): A short video demonstrating the defect is strongly recommended, especially for functional issues (e.g., broken zipper, detaching parts).
• Order number: Your order confirmation number is required.

Return Process

1. Contact us at support@pawllpet.com with your order number, description of the issue, and photos/video evidence.
2. Our team will review your request within 1-2 business days.
3. If approved, you will receive a prepaid return shipping label via email.
4. Pack the product securely in its original packaging and ship it back.
5. Refund will be processed within 5-7 business days after we receive and inspect the returned item.

Refund Method

Refunds are issued to your original payment method. Please allow an additional 3-5 business days for your bank or credit card company to process the refund.

Non-Returnable Items

• Products with normal wear and tear from pet use
• Products damaged due to misuse, negligence, or improper care
• Mystery boxes (due to random selection nature)
• Personalized or custom-made items
• Items without original packaging
• Items marked as "Final Sale"
• Gift cards

Shipping Costs for Returns

If the return is due to a verified quality defect or our error, PawLL Pet will cover return shipping costs. For all other cases, the customer is responsible for return shipping.

Contact Us

Email: support@pawllpet.com

Please include your order number in all correspondence.