Refund policy

Last updated: October 16, 2026

At Pawwie, we are committed to providing high-quality products that support the comfort, mobility, and well-being of your pets. We understand how important your pet's needs are, and we strive to ensure every customer has a positive shopping experience.

This Return & Refund Policy outlines our 60-day money-back guarantee, eligibility for refunds, complimentary size replacements, order cancellations, and procedures for resolving product-related concerns.

Please review this policy before placing an order at pawwie.store.

1. Our 60-Day Money-Back Guarantee

Pawwie offers a 60-Day Money-Back Guarantee on qualifying orders to provide customers with additional confidence when shopping with us.

Our guarantee covers eligible circumstances, including:

  • Products that arrive damaged or defective.

  • Products with verified manufacturing defects.

  • Incorrect or missing items.

  • Orders that are confirmed lost or undelivered.

  • Other verified order fulfillment errors attributable to Pawwie.

For products that have been delivered, the guarantee is valid for 60 days from the date of delivery. Orders that never arrive are evaluated according to the applicable delivery and lost-package provisions.

Our 60-Day Money-Back Guarantee does not cover general dissatisfaction, change of mind, or situations where a customer no longer wishes to use a correctly supplied product that is functioning as intended.

All claims are subject to reasonable verification by our customer support team.

This voluntary guarantee is offered in addition to, and does not replace, any statutory consumer rights.

2. Damaged or Defective Products

If your Pawwie product arrives damaged or defective, you may be eligible for a full refund or replacement under our 60-Day Money-Back Guarantee.

We encourage customers to report any visible damage or defects within 7 days of receiving their order, whenever reasonably possible.

When contacting our customer support team, please provide:

  • Your order number.

  • A detailed description of the damage or defect.

  • Clear photographs or videos showing the issue.

  • Photographs of the packaging, where applicable.

Once your claim has been reviewed and verified, we will offer an appropriate resolution, which may include a replacement product or full refund.

Damage resulting from improper use, unauthorized modifications, or normal wear and tear is not covered by our voluntary guarantee.

This provision does not affect statutory remedies for defective or nonconforming products.

3. Missing or Incorrect Items

If you receive an incorrect product, size, or variation, or if an item is missing from your order, please contact our support team within 7 days of delivery whenever possible.

To help us investigate, please include:

  • Your order number.

  • A description of the missing or incorrect item.

  • Photographs of the products received, where applicable.

If we confirm that an error occurred during fulfillment, we will arrange for the correct or missing item to be sent at no additional cost or provide an appropriate refund.

4. Complimentary Size Replacement Policy

We understand that choosing the correct harness size for your dog can sometimes be challenging, even when following our sizing guidelines.

For this reason, every customer is eligible for one complimentary size replacement per purchased product after receiving their original order.

The following conditions apply:

  • One complimentary size replacement is available per purchased product.

  • The replacement must be for the same product in a different available size.

  • Customers must provide their dog's measurements according to our sizing guide when requested.

  • The replacement product itself is provided completely free of charge.

  • Shipping fees may apply, depending on the customer's delivery location.

  • Additional size replacements beyond the first complimentary replacement are not guaranteed and may be subject to additional charges.

To request a replacement, please contact support@pawwie.store with your order number, the originally purchased size, and your dog's measurements.

Our customer support team will help determine the most suitable replacement size and confirm any applicable shipping charges before processing the replacement.

If Pawwie originally sent a size different from the one ordered, we will correct the error without counting it toward the complimentary replacement allowance or charging additional shipping fees.

5. No Physical Returns Required

For hygiene, health, and product safety reasons, Pawwie does not operate a standard physical returns program.

Our mobility harnesses and other pet products may come into direct contact with an animal's fur, skin, and body. To minimize unnecessary handling and hygiene concerns, we generally resolve approved refund and replacement requests without requiring customers to return their original products.

Under our standard policy:

  • Customers requesting a size replacement do not need to return their original harness.

  • Customers receiving an approved refund are generally not required to return the original product.

  • Customers may keep their original product without any additional payment when a replacement has been authorized.

  • We do not require customers to arrange return shipping as part of our standard refund or replacement procedures.

If you no longer have a use for your original harness, we kindly encourage you to consider donating it to a local dog shelter, rescue organization, or another dog in need, provided it is clean and suitable for reuse.

Our no-physical-returns policy does not restrict any mandatory consumer rights. Where applicable law requires a different procedure, we will provide a legally compliant resolution.

6. Change of Mind and General Dissatisfaction

Our 60-Day Money-Back Guarantee is intended to protect customers against qualifying defects, incorrect orders, and fulfillment-related issues.

It is not a general satisfaction guarantee or a product trial period.

Therefore, under our voluntary refund policy, refunds are not provided solely because:

  • A customer changes their mind after their order has been processed or fulfilled.

  • The product is no longer needed.

  • The customer decides they no longer wish to use the product.

  • The customer is dissatisfied with a correctly supplied product that functions as intended.

  • The customer expected different results from using the product, without an identifiable defect or misrepresentation.

For sizing-related concerns, customers may request a complimentary size replacement as outlined in Section 4.

These restrictions apply only to our voluntary refund policy and do not override mandatory statutory withdrawal or consumer protection rights.

7. Order Cancellations

We aim to process and fulfill customer orders as quickly as possible.

Order processing typically takes approximately 24 hours to 3 business days, although actual processing times may vary.

Before Order Fulfillment

Customers may request to cancel an order by contacting support@pawwie.store as soon as possible after placing it.

We will make reasonable efforts to accommodate cancellation requests submitted before the order has entered the fulfillment process.

However, because orders may be processed quickly, cancellation requests cannot be guaranteed, even when submitted shortly after purchase.

A cancellation is only confirmed once our customer support team has verified that the order can be stopped and has communicated confirmation to the customer.

After Order Processing or Fulfillment

Once an order has entered the fulfillment process or has been dispatched, it may no longer be possible to cancel or intercept it.

Under our voluntary cancellation policy, change-of-mind cancellations are not accepted after fulfillment has begun.

If your order has already been processed, please contact our support team if you believe there has been a fulfillment error or another qualifying issue.

Nothing in this section affects statutory cancellation or withdrawal rights that may apply to your purchase.

8. Lost or Undelivered Orders

If your order has been confirmed lost in transit or cannot be delivered, you may be eligible for a full refund or replacement.

Once the issue has been verified, Pawwie will arrange one of the following resolutions:

  • A full refund of the affected order, or

  • A replacement shipment at no additional cost.

Where Shipping Protection was purchased for the order, the claim will also be subject to any additional benefits provided by that service.

For information about delivery timeframes, shipping delays, and carrier procedures, please refer to our separate Shipping Policy.

Shipping Protection is not required to exercise mandatory legal rights relating to undelivered goods.

9. How to Request a Refund or Replacement

If you believe your order qualifies for a refund or replacement, please contact our customer support team:

Email: support@pawwie.store

Please include:

  1. Your order number.

  2. Your full name and the email address associated with your purchase.

  3. A description of the issue.

  4. Clear photographs or videos, where applicable.

  5. Whether you are requesting a refund or replacement.

Our team will review your claim and may request additional information where reasonably necessary.

All refund and replacement requests are evaluated according to the circumstances, this policy, and applicable law.

10. Refund Processing Times

Once a refund has been approved, Pawwie will initiate the refund to the original payment method used during checkout.

Refund processing generally takes 5–10 business days.

Please note:

  • Refunds are issued to the original payment method.

  • Your bank or payment provider may require additional time to reflect the refund in your account.

  • You may receive an email confirmation when the refund has been initiated.

  • If you have not received an approved refund after the stated period, please contact our support team.

Where applicable law requires reimbursement within a shorter timeframe, that legal requirement will take precedence.

11. Statutory Consumer Rights

Our 60-Day Money-Back Guarantee and complimentary size replacement policy are voluntary customer benefits offered in addition to applicable consumer protection rights.

Depending on your location, you may have additional legal protections relating to:

  • Defective or nonconforming products.

  • Incorrect or incomplete orders.

  • Undelivered goods.

  • Statutory cancellation and withdrawal periods.

  • Consumer warranties and guarantees.

For example, eligible consumers in the European Union generally have a statutory 14-day withdrawal right for online purchases, subject to legally recognized exceptions.

Our hygiene policy does not automatically exclude all pet products from applicable withdrawal rights.

Where mandatory consumer protection laws provide rights beyond those described in this policy, those laws will prevail.

Nothing in this policy is intended to limit or exclude any consumer rights that cannot legally be waived.

12. Changes to This Policy

Pawwie reserves the right to update or revise this Return & Refund Policy to reflect changes in our business operations, customer service procedures, or legal obligations.

Any changes will be published on our website, and the "Last updated" date will be revised accordingly.

Changes will not retroactively remove rights that customers have already acquired under applicable law.

13. Contact Information

If you have questions regarding our Return & Refund Policy, need assistance with your order, or wish to request a refund or replacement, please contact us:

Pawwie Customer Support

Email: support@pawwie.store

Website: https://pawwie.store

We are committed to addressing customer concerns fairly and providing clear solutions to eligible refund and replacement requests.