Refund policy
At Pawlycozy, your satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help. Please read our Refund & Return Policy carefully before submitting a return request.
I. 30-Day Return Policy
We accept returns within 30 days of the delivery date.
To be eligible for a return, your item must be unused, in its original condition, free of pet hair, odors, stains, damage, or signs of wear, and include all original packaging, tags, and accessories.
Items must be returned within 30 days after delivery. Returns that do not meet these conditions may not qualify for a refund.
II. Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for used or washed products, products with pet hair, stains, odors, or other signs of use, customized or personalized items, gift cards, clearance or final sale items, or products damaged due to misuse or improper care.
If you are unsure whether your item qualifies for a return, please contact us before sending it back.
III. How to Start a Return
To request a return, please contact our customer support team before sending your item back.
Please include your order number, the item(s) you wish to return, the reason for the return, and photos of the product (if applicable).
Email: order@pawlycozy.com
Returns sent without prior authorization may not be accepted.
IV. Return Shipping Costs
If you are returning an item because you changed your mind or ordered the wrong product, you are responsible for the return shipping costs.
If the return is due to a damaged product, a defective product, or an incorrect item shipped by Pawlycozy, we will cover the return shipping cost and arrange an appropriate solution.
Original shipping charges are non-refundable unless the return is due to our error.
V. Exchanges
We are happy to offer exchanges for eligible items. If you would like a different size or color, please contact us within 30 days of delivery.
Exchange items must meet the same eligibility requirements as returned items. If the requested replacement is unavailable, we may offer a refund or store credit.
VI. Damaged, Defective, or Incorrect Items
Please inspect your order upon arrival. If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
Please provide your order number, photos or videos showing the issue, and photos of the shipping packaging and shipping label.
Our support team will review your request and provide an appropriate solution as quickly as possible.
VII. Order Cancellations
Orders may be canceled free of charge before they have been processed or shipped.
Once an order has entered processing or has already been shipped, it can no longer be canceled and must follow the standard return procedure after delivery.
VIII. Refund Process
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method. Refunds are typically processed within 5–10 business days after the returned item has been inspected.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
IX. Late or Missing Refunds
If you have not received your refund after the expected processing period, please first check your bank account, then contact your credit card company or payment provider, and finally contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at order@pawlycozy.com.
X. Return Address
Please do not send returned items to the shipping address shown on your package.
Our customer support team will provide the correct return address after your return request has been approved.
Unauthorized returns may experience delays or may not qualify for a refund.
XI. Contact Us
If you have any questions regarding returns, exchanges, or refunds, we're always happy to help.
Email: order@pawlycozy.com
Website: https://pawlycozy.com