Refund policy

Last Updated: July 2, 2026

At Pawinos, your satisfaction is important to us. We want you and your furry companion to love every purchase. If you're not completely satisfied, we're here to help.

30-Day Return Policy

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

To be eligible for a return, the item must:

  • Be unused and in its original condition.

  • Be returned in its original packaging.

  • Include all accessories, manuals, and original contents.

  • Be accompanied by proof of purchase or your order number.

Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened or used, including:

  • Personalized or custom-made products

  • Gift cards

  • Perishable products

  • Items marked as final sale

  • Products that have been used, damaged, or altered after delivery

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number

  • A description of the issue

  • Clear photos or videos of the product and packaging

Once reviewed, we will arrange a replacement, refund, or another appropriate solution.

Refunds

After we receive and inspect your returned item, we will notify you of the status of your refund.

If approved, your refund will be issued to your original payment method.

Please note that it may take 5–10 business days for your bank or payment provider to process the refund.

Exchanges

We replace items only if they are defective, damaged, or if you received the wrong product.

If you need an exchange, please contact our support team.

Return Shipping

If the return is due to our error (such as a damaged, defective, or incorrect item), Pawinos will cover the return shipping costs where applicable.

For all other returns, customers are responsible for return shipping costs unless otherwise required by applicable law.

Original shipping charges are non-refundable unless the return results from our error.

Order Cancellations

Orders may be canceled before they have been processed or shipped.

Once an order has entered processing or has been shipped, it can no longer be canceled and must follow the standard return process.

Lost or Delayed Packages

If your package appears lost or significantly delayed, please contact us. We will work with the shipping carrier to investigate and help resolve the issue as quickly as possible.

Need Assistance?

If you have any questions regarding returns, refunds, or your order, our support team is happy to help.

Email: support@pawinos.com

Thank you for shopping with Pawinos. We appreciate your trust and are committed to making every experience a positive one for you and your pet.