Refund policy

1. 30-Day Return Window

At Pawnuzzle, we stand behind the quality of our products and the well-being of your senior pets. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return. After 30 days, we unfortunately cannot offer a refund or exchange.

2. Mandatory Photo Evidence for Returns

To ensure a smooth and efficient return process, we require photo/video evidence for all return requests.

  • For Standard Returns: You must provide clear photos showing the item is unused, unwashed, and in its original packaging with all tags attached.
  • For Damaged or Defective Items: You must provide clear photos or videos of the defect as well as the shipping packaging it arrived in.
  • Submission: Please attach these files to your initial return request email sent to info@pawnuzzle.com.

3. Eligibility & Condition

To be eligible for a return, your item must be in the same condition that you received it:

  • Unused, unwashed, and in its original packaging.
  • Free from any traces of pet fur, dander, odors, or stains.
  • All original tags and labels must be intact and attached.

4. Hygiene & Safety (Pet-Specific Exclusion)

For the safety of our furry customers, we maintain strict hygiene standards. The following items are non-returnable if they have been removed from their original packaging or have come into contact with a pet:

  • Pet beds, calming blankets, and furniture protectors.
  • Grooming tools, oral-care items, and carriers.
  • Any item showing signs of "wear and tear" from a pet.

Warning: If an item is returned and found to have pet hair, odors, or signs of use during our inspection, it will be ineligible for a refund. Such items may be disposed of or returned to the customer at their own expense.

5. Return Shipping Fees

  • Change of Mind: For returns due to a change of mind (buyer’s remorse), return shipping is at the customer’s expense. Original shipping costs are non-refundable.
  • Defective or Incorrect Items: If the item is confirmed to be defective or incorrect via photo evidence, Pawnuzzle will cover the return shipping costs or provide a pre-paid shipping label.
  • Trackable Shipping: We strongly recommend using a trackable shipping service. We cannot guarantee that we will receive your returned item.

6. How to Start a Return

  1. Email Us: Contact us at info@pawnuzzle.com with your Order Number and the required photos/videos.
  2. Authorization: Once approved, we will provide you with a Return Merchandise Authorization (RMA) number and the address of our dedicated returns facility.
  3. No Unauthorized Returns: Items sent back to us without a valid RMA number will not be accepted and will be returned to the sender.

7. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically applied to your original payment method within 10 business days.

Please allow up to 15 business days for your bank or credit card company to post the refund before contacting us.