Refund policy

Refund & Returns Policy

Last updated: August 2026

At PawsyPlace, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, we are here to help.

1. Returns

We accept returns within 30 days of the date you received your order. To be eligible for a return, your item must meet the following conditions:

The item is unused, in its original condition and original packaging
All accessories, manuals and included components are returned
The item is not listed as non-returnable (see Section 5 below)

To initiate a return, please contact us at supportpawsyplace@gmail.com with your order number and reason for return. We will provide you with return instructions within 2 business days.

2. Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved, a refund will be processed to your original payment method within 5–10 business days.

Please note:

Original shipping costs are non-refundable unless the item was faulty or we made an error
You are responsible for return shipping costs unless the item arrived damaged or defective
If the item is not returned in its original condition, we reserve the right to apply a partial refund or decline the return

3. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at supportpawsyplace@gmail.com with:

Your order number
A clear description of the issue
Photos of the damaged or defective item and packaging

We will arrange a replacement or full refund at no cost to you, including return shipping where applicable.

4. Exchanges

We do not offer direct exchanges. If you would like a different item, please return your original purchase for a refund and place a new order. Contact us and we will guide you through the process.

5. Non-Returnable Items

The following items cannot be returned or refunded:

Items that have been used, opened or show signs of wear
Items returned after the 30-day return window
Items returned without prior authorisation from our support team
Gift cards

6. Late or Missing Refunds

If you have not received your refund within 10 business days of our approval email, please:

Check your bank account again
Contact your credit card company — it may take additional time for the refund to post
Contact your bank

If you have done all of the above and still have not received your refund, please contact us at supportpawsyplace@gmail.com.

7. Cancellations

If you wish to cancel an order, please contact us as soon as possible at supportpawsyplace@gmail.com. We process orders quickly, so cancellation is only possible before the order has been dispatched. If your order has already been shipped, you will need to follow our returns process.