Refund policy
At Pawlynfur, we want you and your pet to be happy with every purchase. If you are not completely satisfied with your order, this Refund & Returns Policy explains when and how you can request a return, exchange, or refund.
1. Return Period
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 its original condition.
- Be clean, unwashed, and free from pet hair, stains, odors, or other signs of use.
- Be free from damage caused by misuse or improper handling.
- Include the original packaging, accessories, and included parts whenever possible.
- Be suitable for resale.
Items that do not meet these conditions may not be eligible for a refund or exchange.
2. How to Request a Return
Before sending any product back, please contact our customer support team at:
Pawlynfur@support.com
Please include the following information:
- Your order number
- The email address used when placing the order
- The name of the product
- The reason for your return
- Photos or videos of the product, if requested by our support team
For certain return requests, we may ask you to provide photos or a short video showing the item's condition, packaging, and included accessories.
Please do not send a product back before receiving return instructions from our customer support team. Unauthorized returns may not be accepted or processed.
3. Return Conditions
Returned products must be in a condition that allows us to safely inspect and restock them. We generally accept returns when products are unused, clean and unwashed, free of pet hair, stains, odors and visible wear, free of damage, and returned with their original packaging and accessories.
For hygiene and safety reasons, products that have been used directly on or by a pet may not be accepted if they cannot be safely resold.
4. Non-Returnable Items
Certain products may not be eligible for return, including:
- Used grooming or hygiene products
- Opened hygiene-related items
- Personalized or customized products
- Gift cards
- Final-sale or clearance items clearly identified as non-returnable
- Products showing signs of use, pet hair, stains, odors, or damage
- Products damaged through misuse, improper cleaning, or normal wear and tear
If you are unsure whether an item is eligible for return, please contact us before sending it back.
5. Returns Due to Customer Preference
Returns resulting from customer preference (wrong size or color chosen, change of mind, no longer needing the product, or ordering the wrong item by mistake) are eligible under this policy, but the customer is responsible for the return shipping costs. Original shipping charges may also be non-refundable once an order has been shipped.
6. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, incorrect, or with missing parts or accessories, please contact us at Pawlynfur@support.com within 7 days of delivery. Please provide your order number and clear photos or videos showing the issue.
After reviewing your request, we may offer a replacement, a refund, a replacement part, or another suitable resolution. Please do not return a damaged or defective item unless our support team provides return instructions.
7. Refunds
Once your returned item has been received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be issued to your original payment method. The time it takes for the refund to appear in your account depends on your bank, credit card company, or payment provider and may take several business days.
Original shipping charges are generally non-refundable unless the return is due to an error on our part, a defective product, or another situation covered by applicable consumer-protection laws.
8. Exchanges
We may offer exchanges for eligible products, subject to availability. To request an exchange, please contact Pawlynfur@support.com with your order number and the product you would like to exchange. The returned product must meet our return conditions. If the exchange is due to customer preference, such as the wrong size or color, the customer may be responsible for return and additional shipping costs. If the product was defective, damaged, or incorrect, we will work with you to determine the appropriate solution.
9. Return Shipping
For returns caused by customer preference, the customer is generally responsible for the cost of returning the product. If the return is due to an error on our part, please contact us before shipping anything back and we will provide instructions.
10. Order Cancellations
If you need to cancel an order, please contact us as soon as possible at Pawlynfur@support.com. Orders may only be canceled before they have been processed or shipped. Once an order has shipped, it can no longer be canceled, but you may request a return after delivery according to this policy.
11. Important Return Reminder
Please do not send products back without contacting us first. All returns must be reviewed and approved before we provide return instructions or a return address.
12. Refund & Returns Contact
If you have any questions about a return, exchange, or refund, please contact us:
Email: Pawlynfur@support.com
Store: Pawlynfur
When contacting us, please include your order number so that we can assist you as quickly as possible.
13. Policy Changes
We reserve the right to update this Refund & Returns Policy when necessary. Any changes will be posted on this page with the updated effective date.
Last Updated: September 18, 2026