Refund policy

We have a 30-day return policy for eligible physical items, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your physical item must be in the same condition that you received it: unworn or unused, with all original tags attached, and in its original clear packaging bearing the SKU label. You’ll also need the receipt or proof of purchase.

To start a return, contact us at support@pawandsolace.com. Please note that returns must be sent to our designated return address provided upon request. Items sent back to us without first requesting a return will not be accepted.

Product-Specific Guidelines

  • Apparel Items: Return requests must be submitted within 7 days of delivery. Items must be unworn, unwashed, and returned with original tags and packaging intact.

  • Pet Products & Feeder Kits: Because pet accessories and feeders involve hygiene considerations, change-of-mind returns are not accepted once opened or used.

  • Digital Products (e.g., Guides & Printables): Due to the digital nature of instant-access files, all digital products are final sale and non-refundable once downloaded or delivered to your inbox.

Damages and Issues

Please inspect your physical order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Damaged or incorrect physical items are fully covered for replacement or refund.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including perishable goods, custom products, personal care goods, opened/used pet feeding accessories, and downloadable digital guides.

Unfortunately, we cannot accept change-of-mind returns on sale items or gift cards.

Return Shipping Costs

  • Customer Responsibility: Unless the return is a result of our error (e.g., you received a damaged, defective, or incorrect item), customers are responsible for covering all return shipping costs.

  • Apparel Verification: We recommend taking photos of apparel items and SKU labels before shipping them back to prevent warehouse rejections.

    Exchanges

    The fastest way to ensure you get what you want is to return the physical item you have, and once the return is accepted, make a separate purchase for the new item. We support one-time exchanges on eligible physical items where available.

    European Union 14-Day Cooling Off Period

    Notwithstanding the above, if physical merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags and original packaging, alongside proof of purchase. (Note: Digital downloads are exempt from the 14-day cooling-off period once download has commenced with your explicit consent).

    Refunds

    We will notify you once we’ve received and inspected your physical return, and let you know if the refund was approved or not. Once processed, approved refunds are automatically applied to your original payment method within 10 business days.

    If more than 15 business days have passed since your return was approved, please contact us at support@pawandsolace.com