Return & Refund Policy
Effective Date: January 1, 2025
Store Name: Paweola
Contact Email: Contact@paweola.com
Return Window: 60 Days from Delivery Date
💸 Our 60-Day Money Back Guarantee
At Paweola, your satisfaction means everything to us.
We proudly stand behind the quality of our products. If for any reason you’re not completely happy with your purchase, we offer a 60-day Money Back Guarantee from the date you receive your order.
We’re a small, pet-loving team — and we want every customer (and every pet!) to be genuinely happy with their experience.
📦 Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
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The item must be unused, unwashed, and in the same condition as when you received it.
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The item must be in its original packaging (with tags, accessories, and manuals if applicable).
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Your request must be submitted within 60 days of the delivery date.
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You must provide proof of purchase (such as your order confirmation email or order number).
🚫 Non-Returnable or Non-Refundable Items
For hygiene and safety reasons, the following items cannot be returned or refunded:
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Items that have been used, washed, or damaged after delivery
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Personalized or custom-made items
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Gift cards or promotional items
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Any product marked as Final Sale or Non-Returnable at the time of purchase
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Items damaged by pets, chewing, or misuse not caused by manufacturing defects
If you’re unsure whether your item qualifies for a return, please email us at Contact@paweola.com before sending it back.
🐾 Damaged, Defective, or Wrong Items
If you receive a defective, damaged, or incorrect item, please contact us within 7 days of delivery at Contact@paweola.com with the following:
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Your order number
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A clear photo of the damaged or incorrect item
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A brief description of the issue
Once verified, we will send a replacement at no additional cost or issue a full refund.
🚚 Lost or Missing Packages
If your tracking number shows that the package was delivered but you haven’t received it:
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Please first check with family members, neighbors, or your local postal office.
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If you still cannot locate the package, email us at Contact@paweola.com, and we will open a claim with the carrier.
If your order is confirmed lost in transit (not delivered within 30 days from shipment), we’ll resend or refund your order free of charge.
🔁 How to Request a Return or Refund
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Email us at Contact@paweola.com with your order number and reason for return.
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Our support team will review your request within 24–48 business hours and provide return instructions.
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After we receive and inspect the returned item, we’ll notify you via email about the approval or rejection of your refund.
💳 Refund Processing
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Approved refunds will be credited back to your original payment method.
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Refunds typically take 5–10 business days to appear in your account, depending on your bank or payment provider.
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Shipping fees (if any) are non-refundable, unless the return is due to an error or defective product.
🚫 Order Cancellation Policy
We process orders quickly to ensure fast shipping.
You may cancel your order within 12 hours of placing it. After that, orders may already be in processing or transit and cannot be canceled.
If you need to cancel immediately, please contact us as soon as possible at Contact@paweola.com — we’ll do our best to assist before fulfillment starts.
🌎 Return Shipping
Please note that customers are responsible for the cost of return shipping, unless the product is defective, damaged, or incorrect.
We recommend using a trackable shipping service or purchasing shipping insurance — as we cannot guarantee receipt of your returned item without tracking.
💬 Need Help?
We’re always happy to assist.
For any questions about your return or refund, please reach out to our friendly support team:
📩 Email: Contact@paweola.com
🕒 Response Time: 24–48 business hours
We appreciate your trust in Paweola and promise to make your experience as smooth as possible — because your peace of mind matters to us (and your pets 🐕🐾).