Refund policy

How Long Do Refunds Take?

From the moment we receive your return to money in your account

How to Request a Refund

Simple 4-Step Process

• Email us at support@pawlany.com
• Subject: “Refund Request – [Your Order Number]”
• Tell us why you’re returning – Brief reason for return (helps us improve!)
• We'll send return instructions – Includes return address and any special instructions
• Ship your item back – Use a trackable shipping method for your protection

 Pro Tip: Keep your tracking number! We can’t issue refunds for items lost in transit back to us.

What to Include in Your Return

• The item(s) being returned
• Original packaging (if possible)
• Note with your order number and email

Refund Eligibility

When You Can Get a Refund

• Not Satisfied: Product doesn’t meet your expectations – return within 30 days
• Defective Item: Manufacturing defect or item arrived damaged
• Wrong Item: We sent you the wrong product by mistake
• Never Arrived: Package lost in transit (after carrier investigation)

Return Requirements

• Be returned within 30 days of delivery
• Be in like-new condition (unused, unworn)
• Have tags attached when applicable
• Include proof of purchase (order number)

 Non-Refundable: Custom or personalized items (custom patches, embroidered names) are final sale and cannot be refunded.

What Gets Refunded

Full Refund Includes

• Product price – 100% of what you paid for the item
• Original shipping (if item is defective or our error)

You Pay For

• Return shipping costs (unless item is defective/our mistake)
• Original shipping (if returning due to preference)

 Zero Risk: No restocking fees, no hidden charges. Just an honest refund.

Partial Refunds

We may issue a partial refund if:

• Item is not in original condition
• Item is damaged or missing parts (not our fault)
• Item returned more than 30 days after delivery

We’ll always contact you before issuing a partial refund to discuss options!

Refund Processing Time

Once we receive your return:

• Inspection: 1-3 business days
• Refund issued: Same day after approval
• Bank processing: 5-10 business days
• Total time: Usually 7-14 business days from receipt

Refund Method

• Credit/Debit Card: 5-10 business days
• PayPal: 3-5 business days
• Shop Pay: 3-5 business days

We cannot issue refunds to a different payment method than the original purchase.

If a Bank Dispute/Chargeback Is Open

• During the dispute: Funds are held by the processor pending investigation.
• After resolution: If funds are released back, refund will be completed within 30 days.
• If resolved in cardholder’s favor: Bank credit is final; no duplicate refund.

Exchanges vs Refunds

Wrong size? Exchanges are often faster than refunds!

 FREE Size Exchanges: We cover all shipping for size exchanges – faster than waiting for a refund!

Bank Disputes & Chargebacks

Important: Contact Us First

Filing a dispute immediately removes control from support and delays refunds. Pawlany resolves most issues in 1-2 messages — email support@pawlany.com first.

Late or Missing Refunds

Haven’t Received Your Refund?

• Check your bank account again — posting delays happen.
• Contact your bank/card company.
• Check your email for confirmation.

 Banks can take 5-10 business days to post refunds after issuance.

Still Don’t See It?

If it’s been more than 15 business days since return:

• Email support@pawlany.com
• Include order number + return tracking

Special Circumstances

Defective Items

• We cover return shipping
• Full refund including original shipping
• OR free replacement

Wrong Item Sent

• Keep or donate wrong item
• Correct item shipped FREE
• OR full refund

Lost Packages

• Contact us immediately
• We investigate with carrier
• Full refund or replacement once confirmed

 Questions About Refunds?

Need help with a return or refund? Pawlany makes it easy and hassle-free!