Refund policy

Last Updated: October 1, 2026

At Pawsvela, we want you to feel confident when shopping with us. If your purchase isn't right for you, we're here to help with returns and refunds in accordance with the policy below.

Please review this policy before making a purchase. By placing an order with Pawsvela, you acknowledge and agree to the terms of this Return & Refund Policy.

1. Return Eligibility

We accept eligible return requests within 30 days of the date your order was delivered.

To be eligible for a return, the item must generally:

  • Be unused and in its original condition

  • Be in the original packaging, where applicable

  • Include all accessories, parts, and included items

  • Not show signs of use, damage, washing, alteration, or misuse

  • Be returned with reasonable proof of purchase or the original order information

Some products may have additional return requirements because of their nature.

If an item is returned in a condition that does not meet the requirements above, we may be unable to issue a refund.

2. Items That May Not Be Eligible for Return

For health, hygiene, safety, or product-condition reasons, certain items may not be eligible for return once opened or used.

Examples may include:

  • Used grooming or hygiene-related products

  • Products that have been used by a pet

  • Items damaged after delivery through misuse or improper handling

  • Products that cannot reasonably be resold because of their condition

If you're unsure whether an item qualifies for a return, please contact us before sending it back.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.

To help us resolve the issue efficiently, please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or video showing the item and the problem

  • Photographs of the packaging when relevant

After reviewing the information, we may offer an appropriate resolution, which may include a replacement, refund, or another available solution.

Please do not return a damaged, defective, or incorrect item before contacting us unless our support team instructs you to do so.

4. How to Request a Return

To request a return, contact our support team:

Email: support@pawsvela.com
Phone: +1 (213) 495-4823
Support Hours: 9:00 AM – 5:00 PM

Please include:

  1. Your full name

  2. Order number

  3. Item(s) you wish to return

  4. Reason for the return

  5. Relevant photos or other information when requested

Our support team will review your request and provide return instructions if the item qualifies.

5. Return Shipping

Unless the item is defective, damaged upon arrival, incorrect, or otherwise covered by an approved Pawsvela resolution, return shipping costs are generally the customer's responsibility.

If Pawsvela provides a return shipping label because of an issue attributable to us, we will provide the applicable instructions for returning the item.

Please do not send returns to the business address shown on our website unless our support team specifically instructs you to do so.

6. Refunds

Once an approved return is received and inspected, we will review the item and notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

Depending on your payment provider or financial institution, it may take additional business days for the refunded amount to appear in your account.

Pawsvela does not control the processing time imposed by your bank, credit card issuer, or payment provider.

7. Partial Refunds

In certain circumstances, a partial refund may be considered if an item is returned with missing components, damage, signs of use, or other conditions that affect its eligibility for a full refund.

Any applicable adjustment will be communicated during the return review process.

8. Late or Missing Refunds

If you have been notified that your refund has been issued but you have not yet received it:

  1. Check your original payment account.

  2. Contact your bank or credit card provider, as processing times may vary.

  3. Check with your payment provider if applicable.

  4. Contact us at support@pawsvela.com if the refund remains unavailable after the applicable processing period.

We will be happy to help verify the status of the refund from our side.

9. Exchanges

We do not guarantee direct product exchanges.

If you need a different product, size, or variation, please contact our support team. Depending on the circumstances, we may recommend returning the original item and placing a new order.

10. Order Cancellation

If you need to cancel an order, contact us as soon as possible after placing the order.

We will make reasonable efforts to accommodate cancellation requests before an order has been processed or shipped. However, we cannot guarantee cancellation once an order has entered processing or shipment.

If an order has already shipped, the normal return process may apply.

11. Refused or Undeliverable Packages

If a package is refused, abandoned, or returned to us because the shipping address provided at checkout was incorrect or because the recipient was unavailable to receive the shipment, please contact our support team.

Any refund or reshipment will be reviewed based on the circumstances of the order, shipping status, and applicable return costs.

12. Final Sale or Promotional Items

If an item is specifically identified as final sale or as otherwise non-returnable on its product page or during checkout, it may not be eligible for a standard return.

Any special return conditions will be communicated before or at the time of purchase.

13. Product Safety

Pet products should always be used according to their intended purpose and any instructions provided with the product.

Pet owners should supervise their pets when appropriate and discontinue use if a product appears damaged or unsuitable.

Pawsvela cannot guarantee that a particular product will be suitable for every pet. Customers are responsible for reviewing product information and determining whether a product is appropriate for their pet.

14. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes to our business practices, products, services, or applicable requirements.

The updated version will be posted on this page with a revised Last Updated date.

15. Contact Us

If you have questions about returns, refunds, damaged products, or an order, please contact us.

Pawsvela

Email: support@pawsvela.com
Phone: +1 (213) 495-4823
Support Hours: 9:00 AM – 5:00 PM
Business Address:
13955 Central Avenue
Chino, CA 91710
United States

We appreciate your business and are here to help make your Pawsvela shopping experience as straightforward as possible.