Refund policy

Our 30-day guarantee

We want you and your pet to be genuinely happy with what you ordered. Unused, unopened items in their original packaging can be returned within 30 days of delivery for a full refund of the product price.

To be eligible, items must be:
- In unused, resellable condition
- In their original packaging with any tags or seals intact
- Returned within 30 days of the delivery date

For hygiene and safety reasons, we're unable to accept returns on items that have been used by a pet, opened consumables, or items returned without their original packaging — unless the item is faulty or was damaged in transit.

How to start a return

1. Email support@pawlynshop.com with your order number and the reason for the return.
2. We'll reply within 24 business hours with return instructions and the correct return address.
3. Ship the item back using a tracked service and send us the tracking number.

Please don't send anything back before contacting us. Returns sent without prior authorisation can't be traced to your order and may not be refundable.

Return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or was sent in error — in which case we cover return shipping in full.

Damaged, defective, or incorrect items

If your order arrives damaged, faulty, or isn't what you ordered, email support@pawlynshop.com within 7 days of delivery and include:
- Your order number
- A short description of the problem
- Clear photos of the item and its packaging

We'll arrange a free replacement or a full refund — including original shipping — at no cost to you. You won't be asked to return a damaged item at your own expense.

Inspection and refund processing

Once your return arrives, we inspect it within 2 business days. Approved refunds are issued to your original payment method within 5–7 business days of inspection.

Depending on your bank or card issuer, it can take a further 3–10 business days for the refund to appear on your statement. This processing time is set by your bank and is outside our control.

You'll receive an email confirmation when your refund is issued.

Cancellations

Orders can be cancelled for a full refund at any point before they ship. Email support@pawlynshop.com as soon as possible with your order number — once an order has entered fulfillment, it can't be recalled, but you can return it under the 30-day guarantee above.

Non-refundable
- Shipping charges on returns that aren't due to our error
- Import duties or customs charges already paid to a destination country
- Items returned outside the 30-day window
- Items returned in used or non-resellable condition (unless faulty)

Your statutory rights

Nothing in this policy limits your rights under applicable consumer protection law, including EU and UK distance-selling rules where they apply to your order.

Questions

Email support@pawlynshop.com — Monday to Friday, 9:00 AM – 5:00 PM EST. We reply within 24 business hours.

Pawlyn is operated by Eloriasky LLC, a company registered in Wyoming, USA.