Returns & Refunds

Returns & Refunds

Our policy

We want you (and your pet) to be completely happy with your Pawly purchase. If you're not satisfied for any reason, we offer a 30-day return policy from the date your order was delivered.

Eligibility

To be eligible for a return:

  • The item must be unused and in its original condition
  • The item must be in its original packaging
  • You must have proof of purchase (order confirmation email)

How to return

  1. Email us at hello@pawly.eu with your order number and reason for return
  2. We'll respond within 24 hours with return instructions
  3. Pack the item securely and ship it to the address provided
  4. Once we receive and inspect the item, we'll process your refund within 5 business days

Refunds

Approved refunds are issued to your original payment method. Please allow 5–10 business days for the funds to appear in your account, depending on your bank.

Exchanges

If you'd like a different size or colour, please return the original item and place a new order.

Non-returnable items

  • Items that have been used or show signs of wear
  • Items returned without original packaging
  • Items returned after 30 days from delivery

Damaged or wrong items

If your order arrives damaged or incorrect, please email us at hello@pawly.eu with photos within 48 hours of delivery. We'll send a replacement or full refund immediately — no return required.