Return & Refund Policy

Last updated: June 2026

At Pawly, we want you to be happy with your purchase. If you are not completely satisfied, we're here to help.

Returns

You may request a return within 30 days of receiving your order.

To be eligible for a return:

• The item must be unused and in the same condition that you received it.

• The item must be in its original packaging.

• Proof of purchase is required.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of products that have been used by pets unless the item is faulty or damaged upon arrival.

Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with the following:

• Your order number

• A description of the issue

• Clear photos or videos showing the problem

We will work with you to provide a replacement, store credit, or refund where appropriate.

Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved, your refund will be processed to your original payment method. Processing times may vary depending on your bank or payment provider.

Return Shipping

Customers are responsible for return shipping costs unless the item is defective or damaged or the wrong item was sent.

Order Cancellations

Orders may be cancelled before they have been processed and shipped. Once an order has been shipped, it cannot be cancelled and must follow the return process outlined above.

Contact Us

If you have any questions about returns or refunds, please contact us on the contact page.

We aim to respond to all enquiries within 1–2 business days.