Refund policy

Pawfully's Return and Refund Policy

Our Return Policy

We want you and your pets to be happy with your purchase. Return periods would be usually 30 days from the date of order placed, but can vary for different products, so please check the warranty page or the specific product page for details on the return period for your item.

To be eligible for a return, items must be in their original condition: unused, unworn, with all original tags, and in their original packaging. A receipt or proof of purchase is also required. Please note that customers are responsible for all return shipping costs.

Return Process

To start a return, you can contact us at hello@pawfully.co

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages & Issues

We pack every order with care, but if something arrives damaged, defective, or incorrect, we’re here to make it right! Please inspect your order as soon as it arrives and contact us immediately at hello@pawfully.co so we can evaluate the issue and correct it.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

  • Sale items

  • Gift cards

  • Perishable goods (such as treats or food)

  • Custom products (such as special orders or personalized items)

  • Personal care goods (such as grooming products)

  • Hazardous materials, flammable liquids, or gases

If you have questions about whether a specific item is eligible for return, please get in touch.

Exchanges

We are not able to process direct exchanges. If your order isn’t the right fit for your pup, you’re welcome to return it for a refund, subject to the item's specific return policy, and place a new order for the correct item if needed.

Incorrect Shipping Address

We get it—mistakes happen! If you notice that your shipping address is incorrect after placing your order, please contact us immediately. While we’ll do our best to update your address before your order ships, we can’t guarantee changes once processing has begun. If your order has already shipped, we are unable to reroute packages in transit.

Refunds

Once we receive and inspect your return, we will notify you of the approval status of your refund. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember that it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us for assistance.

Contact Us

Have a question? For any return questions or other inquiries, you can always contact us at hello@pawfully.co.