Refund policy

Refund Policy

We want you and your pet to love your order. If something isn't right, we're here to help.

30-Day Returns
You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, your item must be:
• Unused and in the same condition you received it
• In its original packaging

How to Start a Return
Please contact us at [support@getpawnook.com] with your order number and the reason for your return. We will reply within 1–2 business days with return instructions. Items sent back without first requesting a return will not be accepted.

Damaged, Defective or Wrong Items
Please inspect your order when it arrives. If your item is damaged, defective or not what you ordered, contact us within 7 days of delivery and include a photo of the item. We will send a free replacement or issue a full refund — you won't need to pay for return shipping.

Return Shipping Costs
For returns that are not due to our error (for example, a change of mind), the customer is responsible for return shipping costs. Original shipping charges are non-refundable.

Non-Returnable Items
For hygiene reasons, items that have been used by a pet (for example, chewed toys or used grooming tools) cannot be returned unless they arrived damaged or defective.

Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds are issued to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to post the refund.

Exchanges
The fastest way to get a different item is to return the one you have and place a new order.

Questions?
Contact us anytime at [support@getpawnook.com].