RETURN & REFUND POLICY

At The Pawlish, your pet's happiness comes first — and so does yours. If your order isn't quite right, we're here to make it right.

This policy explains how returns and refunds work, so you know exactly what to expect before and after you order. Our support team replies to every email within 24 hours on business days.

30-DAY RETURN WINDOW

You have 30 days from the date your order is delivered to request a return.

To qualify for a return, the item should be:

• Clean and in good condition
• Complete, with all original parts and accessories
• Free from damage caused by misuse, drops, water exposure, pet chewing, or heavy wear

Please contact us before shipping anything back. Our team will confirm your return and send you the correct return address — this keeps your package from getting lost and speeds up your refund.

HOW TO START A RETURN

Send an email to support@thepawlish.com with:

1. Your order number
2. The item(s) you'd like to return
3. A brief note about why (this helps us improve our products)

We'll review your request and reply within 24 hours with next steps. Once approved, you'll receive return instructions and the correct return address.

CHANGED YOUR MIND?

We understand — sometimes a product just isn't the right fit for your pet.

If you'd like to return an item simply because it didn't meet your expectations, you're welcome to do so within the 30-day window. Just email us to get started.

Please note: Items that come back heavily used, dirty, damaged, or missing parts may receive a partial refund rather than a full one. We'll always let you know before processing.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If something arrived broken, faulty, or simply isn't what you ordered — that's on us, and we'll fix it.

Contact us within 7 days of delivery at support@thepawlish.com with:

• Your order number
• Clear photos or a short video showing the issue
• A brief description of the problem

We'll review your claim and offer a replacement, full refund, or another solution — whichever works best for you. You will not pay return shipping in these cases.

We ask for photos within 7 days because carrier claims and supplier warranties have strict deadlines. After that window, we may have limited options — but please still reach out, and we'll do what we can.

MISSING ITEMS

If part of your order didn't arrive, email support@thepawlish.com within 7 days of delivery with your order number and details of what's missing.

Once confirmed, we'll send a replacement or issue a refund for the missing item.

RETURNS ON BUNDLES & MULTI-ITEM DISCOUNTS

If you purchased a discounted bundle or multi-item offer and wish to return only part of it:

• Refunds are calculated based on the discounted price actually paid for that item within the bundle — not its individual retail price.
• If returning an item means the order no longer qualifies for the bundle discount, the remaining items will be re-priced at their standard rate, and your refund adjusted accordingly.
• Any free gift included with a bundle must be returned along with the qualifying item, or its retail value will be deducted from your refund.

We'll always show you the exact refund breakdown before processing so there are no surprises.

RETURN SHIPPING

We cover return shipping when the fault is ours — damaged, defective, incorrect, or missing items.

You cover return shipping for change-of-mind returns. We currently don't provide prepaid return labels for these.

We strongly recommend using a trackable shipping method. We can't issue a refund for a return package that never reaches us, and we're unable to take responsibility for returns lost or damaged in transit.

PACKAGES LOST OR STOLEN IN TRANSIT

If your tracking shows delivered but you haven't received your package, please:

1. Check with neighbors and around your property
2. Contact your local carrier with the tracking number
3. Email us at support@thepawlish.com within 7 days of the delivery date

We'll open an investigation with the carrier and work toward a resolution.

If you purchased package protection at checkout, your order is covered and we'll arrange a replacement or refund promptly. Without package protection, we'll do our best to help, but we cannot guarantee a replacement for packages confirmed as delivered by the carrier.

SHIPPING ADDRESS ACCURACY

Please double-check your shipping address at checkout — it's the single most common cause of delivery problems.

If an order is delayed, returned, or delivered incorrectly because of an incomplete or inaccurate address provided at checkout, additional reshipping costs may apply.

Spotted a mistake? Email us immediately at support@thepawlish.com. If your order hasn't entered processing yet, we can usually fix it right away.

ORDER CANCELLATIONS

Need to cancel? Email support@thepawlish.com as soon as possible.

• Not yet processed or shipped → We'll cancel and refund you in full.
• Already shipped → We can't recall the package, but you can return it under our standard 30-day policy once it arrives.

We process orders quickly to get products to you fast, so please reach out as early as you can.

NON-REFUNDABLE ITEMS & FEES

The following are not eligible for refund:

• Original shipping fees (once an order has shipped)
• Priority processing fees
• Package protection fees
• Gift cards
• Items marked final sale
• Items damaged by misuse, drops, water exposure, or pet chewing
• Items returned incomplete or missing accessories
• Items returned outside the 30-day window

Returns sent without prior authorization may be delayed, refused, or subject to a processing fee — which is exactly why we ask you to contact us first. It's a quick email, and it protects your refund.

EXCHANGES

We don't offer direct exchanges, because the fastest route to the right product is usually a fresh order.

Here's what we recommend: request your return, then place a new order for the item you'd prefer. That way your replacement ships immediately rather than waiting for your return to arrive.

REFUND PROCESSING

Once your return arrives and passes inspection, we'll email you to confirm your refund has been approved.

• Approved refunds are issued to your original payment method
• Processing takes 5–10 business days on our end
• Your bank or card issuer may need additional time to post the funds

If it's been more than 15 business days since your refund was approved and you still don't see it, email support@thepawlish.com and we'll chase it down for you.

CONSUMER RIGHTS

Nothing in this policy limits any rights you may have under applicable consumer protection laws in your state or country.