Return and Refund Policy

Last updated: October 12, 2026

At Pawella, customer satisfaction is important to us. We want you and your furry friends to love your shopping experience. If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Return Period

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

To be eligible for a return, your item must:

• Be unused and in its original condition.

• Be returned in its original packaging.

• Include proof of purchase or your order confirmation.

Items that have been used, damaged due to improper handling, or returned without their original packaging may not be eligible for a return, except where required by applicable law.

2. How to Request a Return

To initiate a return, please contact our customer support team at:

Email: [Insert your customer support email]

Please include your order number and the reason for your return.

If your return is approved, we will provide you with instructions on how and where to send your item.

Please do not send items back without contacting us first.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If your item arrives damaged, defective, or incorrect, contact us as soon as possible at [Insert your customer support email].

Please include your order number and clear photographs of the issue so we can assess the situation and help resolve it.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution in accordance with applicable law.

4. Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank or payment provider.

5. Return Shipping Costs

Unless the item is defective, damaged, incorrect, or otherwise required by applicable law, customers are responsible for the cost of return shipping.

Original shipping fees are non-refundable unless otherwise required by applicable law.

If you receive a defective, damaged, or incorrect item, please contact us before returning it so we can determine the appropriate solution.

6. Non-Returnable Items

Items that have been used, damaged after delivery due to improper handling, or returned incomplete may not qualify for a return, except where required by applicable law.

Nothing in this policy limits any mandatory consumer rights you may have under applicable law.

7. Exchanges

If you would like to exchange an item, please contact our customer support team.

Exchanges are subject to product availability and approval. Where an exchange is not possible, we may offer another appropriate solution.

8. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible.

We cannot guarantee cancellation once an order has been processed or shipped. If your order has already been dispatched, you may need to follow our return procedure, subject to applicable law.

9. Contact Us

If you have any questions about our Return and Refund Policy, please contact us:

Store Name: Pawella
Email: [Insert your customer support email]
Website: [Insert your Shopify store URL]

We appreciate your trust in Pawella and thank you for being part of our community!