Returns & Refunds Policy

At PawPetal, we want you to feel confident shopping with us. If something isn’t right with your order, we’re here to help. This policy explains how returns, refunds, and exchanges work.

Return Window

We accept return and refund requests within 7 days of delivery.

To qualify for a return, the item must be:

  • Unused and in its original condition
  • In the original packaging (when applicable)
  • Returned with proof of purchase or order number

If your order arrived damaged, defective, or incorrect, we will replace it or refund you at no cost.

How to Start a Return

To request a return, email us at orders@pawpetal.com with:

  • Your order number
  • The item(s) you want to return
  • The reason for the return
  • Photos (required for damaged/defective items)

We will reply within 24–48 hours with return instructions and a return label if applicable.

Return Shipping Costs

  • Damaged, defective, or incorrect items: We cover all return shipping costs.
  • Change-of-mind returns: Customers are responsible for return shipping fees.

The return address may vary depending on the fulfilment centre. We will provide the correct address during the return approval process.

Refunds

Once we receive and inspect the returned item, we will notify you. Approved refunds will be issued to your original payment method within 3–7 business days.

Please note that your bank or payment provider may take additional time to process the refund.

Exchanges

Exchanges are available for the same product or an item of equal value. To request an exchange, email us at orders@pawpetal.com.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless defective or damaged on arrival:

  • Pet grooming items
  • Pet beds that have been used
  • Items showing signs of wear, use, or customer damage

Gift cards, digital products, and final-sale items are also non-returnable.

Order Issues

If your order arrived damaged, faulty, incorrect, or is lost in transit, contact us immediately. We will arrange a replacement or refund.

Contact Us

For any questions about returns or refunds, contact us at orders@pawpetal.com.