Refund policy

💚 Refund & Return Policy

Thank you for shopping with PawLuxe! 🐾

Your satisfaction is our priority. We want every customer to shop with confidence. If you're not completely satisfied with your purchase, please review our Refund & Return Policy below.

📅 30-Day Return Policy

We offer a 30-Day Return Policy for eligible items.

You have 30 days after receiving your order to request a return.

To be eligible for a return:

  • ✅ The item must be damaged, defective, or incorrect.
  • ✅ The item must be unused and in its original condition.
  • ✅ The item must be returned in its original packaging.
  • ✅ Please provide clear photos or videos as proof of the issue.

💡 Please Note:
We do not accept returns simply because you changed your mind or ordered the wrong product.

🚫 Non-Returnable Items

Due to the nature of our products and fulfillment process, we cannot accept returns for:

  • Used or damaged items caused by improper use.
  • Change of mind after purchase.
  • Incorrect size, color, or variant selected by the customer.
  • Items returned without original packaging.
  • Gift cards.
  • Clearance or final sale items (if applicable).

📦 How to Request a Return

To start a return, please contact us at:

📧 support@pawluxes.store

Please include:

  • Order Number
  • Full Name
  • Reason for the return
  • Clear photos or videos of the product

⚠️ Important:
Please do not send your item back without contacting us first. Unauthorized returns may not be accepted.

💳 Refunds

Once we receive and inspect your return, we'll notify you of the approval status.

If your refund is approved:

  • 💳 Your refund will be issued to your original payment method.
  • ⏳ Refunds are typically processed within 5–10 business days.

🏦 Please Note:
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

🔄 Exchanges

We only replace items if they are:

  • 💔 Damaged during shipping.
  • ⚠️ Defective or not working properly.
  • ❌ Incorrectly shipped.

If you receive any of these, please contact us within 30 days of delivery.

🚚 Return Shipping Costs

If the return is due to:

  • A damaged product.
  • A defective product.
  • An incorrect item sent by us.

✅ PawLuxe will cover the return shipping cost whenever applicable.

For all other approved returns, customers are responsible for the return shipping costs.

❌ Order Cancellations

Orders may be canceled within 12 hours of purchase.

After an order has entered processing or has been shipped, cancellation is no longer possible.

📦 Lost, Delayed or Damaged Packages

If your order is significantly delayed, arrives damaged, or appears to be lost during transit, please contact us immediately.

We'll work with the shipping carrier to investigate the issue and help find the best possible solution.

🛃 Customs, Duties & Import Taxes

International orders may be subject to customs duties, import taxes, or other government fees depending on your country's regulations.

These charges are the responsibility of the customer and are not included in the product price or shipping cost.

🌍 Countries We Ship To

We currently ship to:

  • 🇺🇸 United States
  • 🇬🇧 United Kingdom
  • 🇨🇦 Canada
  • 🇦🇪 United Arab Emirates
  • 🇦🇺 Australia

💬 Need Assistance?

If you have any questions regarding your order, return, or refund, our support team is always happy to help.

📧 Email: support@pawluxes.store

⏰ We aim to respond within 24 business hours.

🐾 Our Promise

At PawLuxe, we care about your pets just as much as you do.

We're committed to providing high-quality pet products, reliable service, and a shopping experience you can trust.

❤️ Thank you for choosing PawLuxe and being part of our growing pet-loving community!