Refund policy
We want you to enjoy your shopping experience at PawPaul. This Return & Refund Policy explains when and how returns, refunds, and cancellations may be requested.
1. Return Eligibility You may request a return within 30 days of delivery if the item is:
- Unused and unworn
- In its original packaging
- In its original condition
- Not a final-sale or non-returnable item
Returns requested after 30 days of delivery will not be accepted.
2. Items Not Eligible for Return
- Used, washed, or damaged items
- Items returned without their original packaging
- Personal or intimate products
- Clearance or final-sale items
- Unauthorized returns
3. Return Process To request a return, please contact us at care@pawpaul.com or visit our Contact Us page.
Please include your order number and a brief description of the reason for the return. Please wait for return authorization before sending any item back. Returns sent without prior approval may be refused or may not qualify for a refund.
4. Refunds Once your returned item has been received and inspected, we will notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method after deducting any applicable shipping costs, return shipping costs, processing fees, or restocking fees. Please allow 5–10 business days for your bank or card provider to process the refund.
5. Return Shipping Costs and Processing Fees Unless the return is due to our error (such as receiving a damaged, defective, or incorrect item), the customer is responsible for:
- The cost of returning the item
- Any original shipping charges paid at the time of purchase (if applicable and non-refundable)
- Any applicable customs duties, taxes, or import/export fees for international returns (US, UK, Canada, Australia)
- A processing/restocking fee, which may be deducted from the refund
If the return is due to our mistake, PawPaul will cover the return shipping costs and no processing or restocking fee will be charged.
6. Order Cancellations Orders may be canceled before they have been processed for shipment. Once an order has been processed or shipped, it cannot be canceled. To request a cancellation, please contact care@pawpaul.com as soon as possible.