Refund policy

Last updated: October 9, 2026

We want you and your pet to love what you ordered from Pawvela. If something isn't right, here's how returns, replacements and refunds work.

30-day returns

You can request a return within 30 days of delivery. To be eligible, the item must be unused, unwashed, free of pet hair and odors, and in its original packaging.

For hygiene reasons, used lick mats and items that have been chewed or soiled can't be returned unless they arrived damaged or defective.

How to start a return

Email us at ordercareteam@outlook.com with your order number and the item you'd like to return. We'll reply with return instructions and the return address. Please don't send items back without contacting us first, because packages sent to the wrong address can't be refunded.

Return shipping

Return shipping is paid by the customer unless the item arrived damaged, defective, or was not what you ordered. Original shipping charges are not refundable. We recommend a trackable shipping method, since we can't refund a return we don't receive.

Damaged, defective or wrong items

If your order arrives damaged, defective or incorrect, email us within 14 days of delivery with your order number and a photo of the problem. We'll send a replacement or issue a full refund, including shipping, at no cost to you. In many cases you won't need to send the item back.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few extra days to post it.

Exchanges

Need a different size? Email us and we'll help. The fastest way is usually to return the original item and place a new order for the size you need.

Cancellations

If your order hasn't shipped yet, email us and we'll cancel it and refund you in full. Once an order has shipped, it can be returned under this policy.