Refund policy
We want every Pawslume order to bring joy to you and your dog. If something isn't right, we have a 30-day return policy to make it right.
Returns
To be eligible, your item must be in the same condition you received it, unused, with tags, and in its original packaging. You'll also need your receipt or proof of purchase.
To start a return, contact us at support@pawslume.shop. If your return is accepted, we'll send you the return address and instructions on how and where to send your package. Return shipping costs are the responsibility of the customer and are non-refundable. Please do not send items back without first requesting a return; we won't be able to accept them.
Damages and Issues
Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately at support@pawslume.shop with a photo, and we'll evaluate the issue and make it right. No need to return the item.
Non-Returnable Items
The following cannot be returned:
- Items showing signs of use after delivery
- Sale items and gift cards
- Personalised or custom orders
If you're unsure whether your item qualifies, just ask; we're always happy to help.
Exchanges
We don't offer direct exchanges. The fastest way to get what you want is to return your original item and place a new order once the return is accepted.
Refunds
Once we receive and inspect your return, we'll notify you by email. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund. If 15 business days have passed since your refund was approved and you haven't received it, contact us at support@pawslume.shop.
Questions?
We're here for you. Reach us any time at hello@pawslume.shop, and we'll respond within 24 hours on business days.