RETURN & REFUND POLICY

At The Pawlish, we want you to feel confident when shopping with us. If something is not right with your order, please contact us and we will do our best to help.

Please review our return and refund policy below before placing your order.

30-DAY RETURN WINDOW:

We offer a 30-day return window from the date your order is delivered.

To be eligible for a return, the item must be clean, intact, functional, and in good condition. The product must not show damage from misuse, dropping, water exposure, pet chewing, improper handling, or excessive wear.

Returns must be approved by our support team before being shipped back. Items returned without prior authorization may not be accepted.

RETURN SHIPPING:

Customers are responsible for return shipping costs unless the item arrives damaged, defective, incorrect, or missing due to an issue on our end.

At this time, The Pawlish does not provide prepaid return shipping labels for standard returns.

We recommend using a trackable shipping method when returning your item. The Pawlish is not responsible for return packages that are lost, delayed, or damaged in transit.

CHANGE OF MIND OR NOT SATISFIED:

If the product does not meet your expectations, you may request a return within 30 days of delivery.

To help us process your return fairly, please email us with your order number and a short video or clear photos showing that the product is intact, clean, and in working condition.

Once your return request is approved, our support team will provide return instructions.

Please note: Returned items that are damaged, missing parts, heavily used, dirty, or no longer functional may not be eligible for a full refund.

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS:

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Email us at support@thepawlish.com with:
- Your order number
- Clear photos or a short video showing the issue
- A brief description of the problem

After reviewing your claim, we may offer a replacement, refund, or another suitable solution depending on the situation.

Claims submitted after 7 days of delivery may be more difficult to verify and may not be eligible for replacement or refund.

MISSING ITEMS:

If an item is missing from your order, please contact us within 7 days of delivery.

Email support@thepawlish.com with your order number and details of the missing item.

Once verified, we will help resolve the issue with a replacement, refund, or suitable solution.

WRONG OR INCOMPLETE SHIPPING ADDRESS:

Customers are responsible for entering the correct shipping address at checkout.

If an order is delayed, returned, lost, or delivered to the wrong address because of an incorrect or incomplete shipping address provided by the customer, The Pawlish may not be responsible for reshipping costs, replacement, or refund.

If you notice an address mistake, please contact us immediately at support@thepawlish.com. We will do our best to help, but we cannot guarantee changes once an order has entered processing or has already shipped.

ORDER CANCELLATIONS:

If you need to cancel your order, please contact us as soon as possible at support@thepawlish.com.

If your order has not yet been processed or shipped, we may be able to cancel it and issue a refund to your original payment method.

Once an order has been processed, shipped, or dispatched to the carrier, we may no longer be able to cancel it.

NON-REFUNDABLE ITEMS AND FEES:

The following items and fees are non-refundable:

- Shipping fees after an order has shipped
- Priority processing fees
- Route/package protection fees, if applicable
- Gift cards
- Items marked final sale or non-refundable
- Returns sent without prior approval
- Items damaged by misuse, dropping, water exposure, or pet chewing
- Items with missing parts or accessories
- Items returned outside the 30-day return window

EXCHANGES:

We do not guarantee direct exchanges.

The fastest way to receive a different item is to return the original item first. Once your return is approved, you may place a new order for the item you want.

RETURN ADDRESS:

Please do not send your return back without contacting us first.

Approved returns must be sent to the return address provided by our support team. The return address may vary depending on your location and the type of return.

Returns sent to the wrong address or sent without authorization may not be accepted.

REFUND PROCESSING:

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that your bank, credit card provider, or payment processor may take additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved, please contact us at support@thepawlish.com.