Return Policy

Pawlytails Return & Refund Policy

At Pawlytails, we want you and your pets to be completely happy with every purchase. If something isn’t right, we’re here to help. Please review our return and refund guidelines below.

📅 Return Window

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

  • Items must be unused, in original packaging, and in the same condition as received.

  • Proof of purchase (order confirmation or receipt) is required.

✅ Eligible Returns

We accept returns if:

  • The item arrived damaged or defective (photo proof required).

  • You received the wrong item.

  • The product is not as described.

Note: Personalized, custom-made, or clearance items are non-returnable, unless damaged or incorrect.

🚚 Return Shipping

  • If the issue is on our side (wrong, defective, or damaged item), we’ll cover the return shipping.

  • If the return is due to a change of mind, wrong size, or customer error, the buyer is responsible for return shipping costs.

💳 Refunds

  • Once we receive and inspect your return, we’ll notify you by email.

  • Approved refunds will be issued to your original payment method within 5–7 business days.

  • If you prefer, we can provide a replacement or store credit instead.

📦 Lost or Delayed Orders

  • If your order hasn’t arrived within 45 days of shipment, please contact us.

  • We’ll investigate and issue a replacement or refund for lost packages.

❌ Non-Returnable Items

  • Personalized/customized products

  • Digital products

  • Clearance or final-sale items

  • Opened items that cannot be returned for hygiene reasons

🐾 How to Start a Return

  1. Email us at hello@pawlytails.com with your order number and reason for return.

  2. Include clear photos if the item is defective or damaged.

  3. Our support team will provide return instructions.

At Pawlytails, our goal is to deliver products that bring joy to you and your pets. Thank you for shopping with us and for being part of our pet-loving community.