Refund policy
Refund & Return Policy
At Pawmy, your pet’s comfort and your satisfaction are our priorities. We want you to shop with confidence, which is why we offer a 30-day money-back guarantee on our Pawmy harnesses.
1. 30-Day Money-Back Guarantee
If your pet doesn’t love their Pawmy harness, you can request a full refund within 30 days of receiving your order.
You’re welcome to try the harness on your pet. That’s what our satisfaction guarantee is for.
You don’t need to provide a reason to request a refund under this guarantee.
Important: Orders placed before this policy change retain the 60-day satisfaction guarantee offered at the time of purchase. The new 30-day guarantee applies only to orders placed after the updated policy takes effect.
2. How to Request a Refund
To request a refund, email us at thepawmy@gmail.com with:
- Your order number.
- A brief description of your request, if applicable.
- Photos if your product arrived damaged, defective, or incorrect.
Our customer support team aims to respond within 1–2 business days.
No explanation is required for requests made under our 30-day satisfaction guarantee.
3. Do I Need to Return the Product?
In most cases, no.
If we require you to return an item, we’ll provide clear instructions and a prepaid return shipping label at no additional cost.
Please contact us before sending anything back so we can identify your package and assist you.
4. Refund Processing
Refunds will be issued to the original payment method used for your purchase.
Under our 30-day satisfaction guarantee, we will refund the full price paid, including any original shipping charges.
We will process eligible refunds within 14 days of your request. If a return is required, we may wait until we receive the item or you provide proof of shipment, where permitted by applicable law.
Refunds for cancelled or undelivered orders will be processed within the timeframe required by applicable consumer protection laws.
Once your refund has been issued, your bank or payment provider may take additional time to reflect the amount in your account.
If you haven’t received your refund within 15 business days after we confirm it has been issued, please contact us.
5. Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or different from what you ordered, contact us at thepawmy@gmail.com with your order number and a photo of the issue, if available.
We will offer an appropriate resolution, including:
- A free replacement.
- A full refund.
Any applicable return or replacement shipping costs will be covered by Pawmy.
Your legal rights regarding defective or incorrectly supplied goods remain unaffected, including rights that extend beyond our 30-day satisfaction guarantee.
6. Exchanges and Size Changes
If you need a different size or color, please contact us.
Our team will help you find the best available option for your pet.
Depending on product availability and your order status, we may be able to arrange a replacement or help you request a refund and place a new order.
Your rights under our satisfaction guarantee and applicable consumer laws remain unaffected.
7. Order Cancellations
You may request cancellation of your order before it has been shipped.
Please contact us as soon as possible at thepawmy@gmail.com, including your order number.
If your package has already been handed over to the shipping carrier, please contact us to review the available options.
If we are unable to ship your order within the promised timeframe, we will notify you and provide the applicable options to accept a revised shipping date or cancel for a full refund.
8. Delayed, Lost, or Undelivered Orders
We understand how important it is for your order to arrive safely and on time.
If your package has not arrived within the estimated delivery timeframe, please contact us with your order number.
We will review the tracking information and investigate with our shipping partner when necessary.
If your package is confirmed lost or cannot be delivered, we will offer an appropriate resolution, including a replacement or full refund.
We will not require customers to wait indefinitely for an undelivered order.
Any cancellation or refund rights arising from shipping delays will be honored in accordance with applicable consumer protection laws.
9. Tracking Information
Tracking information may take 24–72 hours to update after the shipping carrier receives your package.
If your tracking information has not updated after five business days, please contact us so we can investigate.
Please note that delivery timeframes are estimates unless otherwise expressly guaranteed.
10. European Union and United Kingdom Customers
Customers in the European Union and United Kingdom generally have a statutory right to withdraw from eligible online purchases within 14 days of receiving their goods, subject to applicable exceptions.
Our 30-day satisfaction guarantee provides additional protection and does not replace or limit your statutory rights.
To exercise your right of withdrawal, please email thepawmy@gmail.com with a clear statement of your decision.
You may use the model withdrawal form below, but it is not mandatory.
Model Withdrawal Form
To: Pawmy — thepawmy@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ___
Ordered on: ___
Received on: ___
Name: ___
Address: ___
Date: ___
11. Contact Us
For questions about returns, refunds, exchanges, cancellations, or missing orders, please contact:
Pawmy Customer Support
Email: thepawmy@gmail.com
Response time: 1–2 business days.
12. Your Consumer Rights
This policy does not exclude, restrict, or limit any rights you may have under applicable consumer protection laws.