Refund policy

Returns & Refunds Policy

At Pawsitory, customer satisfaction is important to us. We offer a 30-day return window from the date of delivery for both defective and non-defective products. If more than 30 days have passed since delivery, we are unable to offer a refund or exchange.

1. Eligibility for Returns

To be eligible for a return:

The return request must be made within 30 days of delivery.
The item must be unused and in its original condition and packaging.
Proof of purchase (order confirmation email or receipt) is required.

To initiate a return, please contact us at contact@pawsitory.com with:

Your order number
Clear images of the item(s)
A detailed description of the reason for return

Once approved, we will provide return authorization and return instructions, including the return address.

Returns sent without prior authorization may not be accepted.

2. Defective, Damaged, or Incorrect Items

If you receive an item that is defective, damaged, or incorrect:

Please contact us within 7 days of delivery.
Provide clear images showing the issue.
We will review the claim and offer either a replacement or a full refund if approved.

If the issue is confirmed to be due to our error, return shipping costs will be covered by Pawsitory.

3. Change of Mind Returns

If you wish to return an item for reasons other than defect or damage:

The return must be requested within 30 days of delivery.
The item must be unused and in original packaging.
Customers are responsible for return shipping costs.
Original shipping charges are non-refundable.

Please note: Return shipping may be international, and shipping costs may vary depending on the carrier selected.

4. Partial Refunds

Partial refunds may be granted in the following circumstances:

Items returned in a condition different from their original state.
Items that are damaged or missing parts for reasons not due to our error.
Items returned outside the 30-day return window, at our discretion.

The approved refund amount will reflect the condition of the returned item.

5. Refund Process

Once we receive and inspect your returned item:

You will be notified by email regarding the approval or rejection of your refund.
If approved, the refund will be processed to your original payment method.
Refunds are typically issued within 5–8 business days after approval, depending on your bank or payment provider.

For PayPal payments, approved refunds are processed immediately; however, the time taken to reflect in your account depends on PayPal’s processing times.

6. Late or Missing Refunds

If you have not received your refund:

Check your bank account again.
Contact your credit card company, as processing times may vary.
Contact your bank for further clarification.

If you have completed these steps and still have not received your refund, please email us at contact@pawsitory.com.

7. Exchanges

We offer exchanges only for items that are defective or damaged.

To request an exchange for the same item, please contact us at contact@pawsitory.com with:

Your order number
Clear images of the defective or damaged item
A description of the issue

If approved, we will provide exchange instructions.

8. Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (defective, damaged, or incorrect item).
Shipping charges are non-refundable.
If a refund is approved, any applicable return shipping costs may be deducted from the total refund amount.

We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.

9. Order Cancellations

Orders may be cancelled before they are shipped.

Once an order has been dispatched or is in transit, cancellation is not possible. In such cases, the order must follow the standard return process after delivery.

10. Order Accuracy

We do not accept responsibility for incorrect orders placed by customers. Please review your order confirmation carefully. If you notice an error, contact us immediately. Once an order has been shipped, modifications cannot be made.