Return & Refund Policy

At Pawlume, we want you and your pet to love every purchase. If something isn't right, we're here to help.

30-Day Return Window

You may request a return within 30 days of receiving your order.

To be eligible for a return, your item must:

• Be unused and in its original condition
• Be returned in its original packaging
• Include all accessories, manuals, and parts
• Include proof of purchase or order number

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned once used:

• Pet grooming products
• Pet bowls and feeding accessories that have been used
• Water bottles that have been used
• Anxiety vests that have been worn
• Personalized or custom-made products
• Gift cards
• Clearance or final sale items

Damaged, Defective or Incorrect Items

Please inspect your order upon arrival.

If your item arrives:

• Damaged
• Defective
• Incorrect
• Missing parts

Contact us within 7 days of delivery with:

• Your order number
• Photos of the item
• Photos of the packaging

We'll review your claim and arrange a replacement or refund if approved.

Exchanges

We currently do not offer direct exchanges.

If you'd like a different item or size, please return the eligible item and place a new order.

Refunds

Once your return is received and inspected, we'll notify you of the approval status.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note that your bank or payment provider may require additional processing time before the refund appears.

Return Shipping

Customers are responsible for return shipping costs unless:

• The wrong item was sent
• The item arrived damaged
• The item is defective

Original shipping charges are non-refundable unless the return is due to our error.

Order Cancellations

Orders may be cancelled within 12 hours of purchase.

After this period, orders may already be processing and cannot be cancelled.

Lost Packages

If your tracking shows your order has been delivered but you have not received it, please contact the shipping carrier first.

If you still need assistance, contact us and we'll do our best to help investigate the issue.