Refund Policy
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This Refund Policy is about money: when Pawsomely refunds an order, how much comes back, which payment method it goes to and how long it takes. The practical steps for sending an item back (labels, packing, exchanges) live on our Returns & Exchanges Policy page. If you have a question about a specific refund, email support@pawsomely.shop with your order number and we will reply within 24 hours on business days.
Refunds at a glance
- Returned items: refunded within 7 days of us receiving your return.
- Cancelled orders: refunded in full when cancelled within 24 hours of ordering.
- Damaged, defective, wrong or lost: full refund (or a free remake), usually without sending anything back.
- Where the money goes: back to the payment method you used at checkout, or as store credit if you prefer.
- Store credit: never expires.
- Fees: no restocking fee and no deduction for return postage, because return labels are free.
1. When you are entitled to a refund
You can get a refund in each of these situations:
| Situation | What we refund | When the refund is issued |
|---|---|---|
| Change-of-mind return within 60 days of delivery | The full price of the returned item(s) | Within 7 days of receiving your return |
| Order cancelled within 24 hours of ordering | The full order total | Within 7 days of confirming the cancellation |
| Item arrived damaged or defective | The full price of the affected item, or a free remake | Within 7 days of approving your photo claim |
| Wrong item or personalization not matching your order notes | The full price of the affected item, or a free remake | Within 7 days of approving your claim |
| Parcel confirmed lost by the carrier | The full order total, or a free remake and reship | Within 7 days of the investigation result |
| Exchange for a cheaper option | The price difference | Within 7 days of receiving your return |
For change-of-mind returns, please contact us within 60 days of delivery. For damaged, defective, wrong or lost items, the same 60-day window applies.
2. How long refunds take
We issue refunds within 7 days of receiving your returned item, or within 7 days of approving a claim that does not need a return. “Issued” means we have sent the refund from our side. After that, your bank, card issuer or payment provider needs a little time to show it on your statement. Many refunds appear within a few business days, but some banks take longer, especially for international cards.
When we issue your refund, we email you a confirmation with the amount and the date. If you do not see the money after 10 business days from that email, contact your bank first with the confirmation, then let us know so we can help trace it.
3. How you are refunded
Refunds go back to the original payment method used at checkout. We cannot send refunds to a different card, a different account or in cash. If the original card has expired or been replaced, your bank usually redirects the refund to the new card on the same account; if it does not, contact us and we will find a solution together.
If you prefer, you can choose store credit instead of a refund to your payment method. Store credit is issued as a code for the same amount, can be used on any future order and never expires. It is a nice option if you are planning an exchange for something that is not available right now, or if you know a birthday is coming up.
4. What is included in a refund
- Item price: refunded in full for returned or affected items. Personalization is part of the price and is refunded too.
- Shipping: shipping on Pawsomely orders is free, so there is no shipping charge to refund or to deduct.
- Return postage: we provide free return labels, so nothing is deducted for the return journey.
- Restocking fees: none, ever.
- Discounts: if you used a discount code, the refund is the amount you actually paid for the item after the discount.
- Import duties and taxes: duties charged by Canada, Australia or New Zealand on delivery are collected by those authorities, not by Pawsomely, so we cannot refund them directly. Some customs authorities offer a refund of duties on returned goods; we will provide any order paperwork you need for that request.
5. Partial refunds
If you return only part of an order, for example one of two mugs, we refund the item you sent back and you keep the rest. If a returned item arrives back with damage that clearly happened after delivery and goes well beyond normal handling, we contact you before deciding anything, explain what we see and look for a fair solution with you. We never deduct money from a refund without telling you why first.
6. Refunds for cancelled orders
You can cancel within 24 hours of ordering for a full refund. Once your cancellation is confirmed by email, the refund is issued within 7 days. If your order has already gone into production after the 24-hour window, the cancellation is treated as a return once the item arrives: you still get the 60-day window, a free return label and a refund within 7 days of us receiving the item. See Cancel or Change an Order.
7. If we cannot fulfil your order
Very occasionally we may be unable to make an order, for example if a photo cannot produce a clear result, an item option becomes unavailable, or the personalization would infringe someone else’s rights (see our Intellectual Property Policy). In that case we email you, suggest an alternative where one exists, and if you do not want the alternative we refund the full order total within 7 days.
8. Payment disputes and chargebacks
If something is wrong with a charge, please email us before opening a dispute with your bank or payment provider. We can usually fix it faster, and a dispute can freeze the payment for weeks while the bank reviews it. If you have already opened a dispute, we will respond to the bank with the facts of your order. We cannot issue a separate refund for the same amount while a dispute is open, because that would refund you twice.
9. Refund examples
A change-of-mind ornament
You ordered a first-Christmas ornament for your puppy, Pepper, and later decided on a different style. You email us on day 20 after delivery. We send a free label, the ornament reaches us a week later, and we issue a refund for the ornament within 7 days of receiving it.
A chipped mug
Your mug for a dog walker in Auckland arrived with a chip. You email a photo of the mug and the box. We approve the claim the same day we review it and you choose between a free remake and a refund. If you pick the refund, it is issued within 7 days of approval and you do not need to send the mug back.
A memorial blanket that went missing
Tracking stops moving for more than 7 business days on a blanket going to Ontario. We open a carrier investigation. If it is not resolved within 5 business days, you choose a free remake and reship or a full refund, and the refund is issued within 7 days of that decision.
10. Store credit questions
Store credit is entirely optional. It never expires, it can be combined with a new order of any size and it can be used for any product in the shop. If a store credit code is larger than your next order, the remaining balance stays available for later. Store credit cannot be exchanged for cash once issued, so if you think you would rather have the money back, choose a refund to your payment method from the start.
You can ask for a store credit balance at any time by emailing us with the code. We reply with the remaining amount, so you never have to guess before checkout.
11. Taxes on refunds
Pawsomely does not add sales tax at checkout, so there is no separate sales tax line to refund. Any import duties or local taxes charged at delivery in Canada, Australia or New Zealand are explained in section 4.
12. Refunds on gifts
Many Pawsomely orders are gifts shipped straight to a friend or relative. When a gift is returned, the refund always goes to the payment method of the person who placed the order, because that is where the money came from. If the recipient would rather choose something else, the person who ordered can ask us to turn the refund into store credit and pass the code along. That way the gift stays a gift, and nobody has to talk about prices.
If you are the recipient and you are not sure who ordered, write to us with the name on the parcel and the delivery address. We will contact the buyer for you, without sharing any of their details with you or yours with them unless both of you agree.
13. What we need from you to process a refund quickly
- Your order number, found in the confirmation email and on the Order Tracking page.
- The item or items the refund is about, especially when an order contains several personalized pieces.
- For damaged or wrong items, one or two clear photos: the problem itself and, if the damage happened in transit, the outer box with the label.
- Your choice: refund to your payment method, store credit or a free remake where that applies.
Please never send card numbers, bank details or passwords by email. We do not need them to refund you; refunds go back through the original payment method automatically.
14. Your refund, step by step
- You contact us within the relevant window (24 hours for a cancellation, 60 days from delivery for returns and claims).
- We reply within 24 hours on business days with an approval, a free return label if a return is needed, or questions if something is unclear.
- If a return is needed, you send the item within 14 days of approval and we email you when it arrives.
- We issue the refund within 7 days of receiving the return, or within 7 days of approving a claim that needs no return.
- You receive a confirmation email with the amount; your bank then posts it to your statement.
Every step is confirmed by email, so you always know where your refund stands. If more than a day or two passes without an update you expected, a short reply to our last email is enough to bring it back to the top of our list.
15. Contact us about a refund
Email support@pawsomely.shop or use our Submit Ticket page with your order number, the item and what happened. More answers are in the FAQs and the Help Center. We reply within 24 hours on business days. Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, US.