Refund policy

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at support@pawzella.com.
Returns sent without prior approval will not be accepted.

If your return is approved, we will provide return instructions and, where applicable, a return shipping label.

Return Shipping Costs

  • If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping cost.

  • For all other returns, return shipping costs are the responsibility of the customer.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or incorrect so we can resolve the issue promptly.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Perishable goods

  • Custom or personalized products

  • Personal care items

  • Hazardous materials, flammable liquids, or gases

  • Gift cards
    Sale items are final sale and not eligible for return.

If you have questions about a specific item, please contact us before purchasing.

Exchanges

The fastest way to receive a replacement is to return the original item (once approved) and place a new order separately.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason and without justification, provided the item is unused, in original condition, and in its original packaging.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method within 10 business days.
Processing times may vary depending on your bank or payment provider.

If more than 10 business days have passed since your refund was approved, please contact us at support@pawzella.com