Returns & Refunds
Returns & Refunds Policy
At Pawlume, we want you and your furry companion to love every purchase. If something isn't right, we're here to help.
Order Cancellation
Orders may be canceled within 12 hours of purchase.
After this period, orders may already be processed or shipped and can no longer be canceled.
Returns
Because our products are shipped directly from our fulfillment partners, we currently accept returns only under the following circumstances:
- You received the wrong item.
- Your item arrived damaged or defective.
- Your order arrived incomplete.
- You received a product significantly different from what was ordered.
To request a return, please contact us within 7 days of receiving your order.
Please include:
- Your order number
- Photos or videos showing the issue
- A brief description of the problem
Our support team will review your request and respond within 2 business days.
Refunds
Once your request has been reviewed and approved, refunds will be issued to your original payment method.
Depending on your payment provider, refunds may take 5–10 business days to appear in your account.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns for products that:
- Have been used or damaged by misuse
- Are missing original packaging
- Were purchased on clearance or during final sale promotions
- Were ordered incorrectly by the customer (wrong size, color, or variant)
Lost Packages
If your package appears to be lost during transit, please contact us.
We'll work with the shipping carrier to investigate the shipment and determine the best resolution.
Incorrect Shipping Address
Customers are responsible for providing accurate shipping information.
If an incorrect address is entered, please contact us immediately.
Once an order has shipped, we cannot guarantee address changes or rerouting.
Damaged or Defective Products
If your item arrives damaged or defective, please email us within 7 days of delivery with clear photos or videos.
After verification, we'll gladly offer either:
- A replacement item
- A full refund
- Store credit (where applicable)
Need Assistance?
If you have any questions about your order or our return policy, we'd love to help.
Email: officialpawlume@gmail.com
We aim to respond to all inquiries within 24–48 business hours.
At Pawlume, we're pet lovers too. We know waiting for your pet's new favorite product can be exciting, and we're committed to keeping you informed every step of the way. If you ever have questions, our support team is always happy to help.