Refund policy
Last updated: May 2026
We stand behind what we sell. If something is not right, we want to fix it.
Return Window
We accept return requests within 30 days of the delivery date. Items must be unused, in their original condition, and in original packaging where applicable.
How to Start a Return
Email us at hello@thepawzco.com with:
- Your order number
- The item or items you would like to return
- A brief reason for the return
We will respond within 2 business days with return instructions. Please do not send items back without contacting us first.
Return Shipping
Return shipping is the customer's responsibility unless the item arrived damaged, defective, or incorrect. In those cases, we provide a prepaid return label.
Refunds
Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 5 to 10 business days.
Original shipping fees are non-refundable unless the return is due to our error.
Bank processing times vary. If your refund has not appeared after 10 business days, check with your bank or card issuer before contacting us.
Damaged or Defective Items
If your item arrived damaged or is defective, contact us within 7 days of delivery at hello@thepawzco.com. Include your order number and a clear photo of the issue. We will send a replacement at no cost or issue a full refund, whichever you prefer.
Wrong Item Received
If you received the wrong item, contact us within 7 days of delivery. We will arrange return shipping at our cost and send the correct item.
Non-Returnable Items
The following cannot be returned:
- Items that have been used, washed, or show signs of pet use
- Items marked as final sale at the time of purchase
- Gift cards
Exchanges
We do not process direct exchanges. Return your original item for a refund and place a new order for the item you want.
Questions
Email us at hello@thepawzco.com. We respond within 1 to 2 business days.
