Pawlido Return & Refund Policy

At Pawlido, we want both you and your pet to be completely satisfied with your purchase. If for any reason you are not happy with your order, we’re here to help and make the process as smooth as possible.

We offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return. To be eligible for a return, the item must be in the same condition that you received it, unused, with its original packaging, and accompanied by a receipt or proof of purchase.

To initiate a return, please contact us at support@pawlido.com

Once your request is reviewed and approved, we will provide you with the necessary return instructions, including where to send your package. Please note that items returned without prior approval will not be accepted. Returns should be sent to the address provided by our support team after your return request has been reviewed and approved. Please do not send items back without contacting us first.

Unless the item is defective or you received the wrong product, customers are responsible for return shipping costs. If the issue is due to a defect or an error on our side, we will take full responsibility and cover the return shipping.

We kindly ask you to inspect your order upon arrival. If you receive an item that is damaged, defective, or incorrect, please contact us immediately so we can evaluate the issue and resolve it as quickly as possible.

Certain items cannot be returned, including perishable goods such as food, customized or personalized products, personal care items once opened, as well as hazardous materials, flammable liquids, or gases. In addition, we do not accept returns on sale items or gift cards. If you are unsure whether your item is eligible for return, feel free to contact us before making a purchase.

At this time, we do not offer direct exchanges. The fastest way to receive a replacement item is to return your original purchase and place a new order once your return has been approved.

For customers within the European Union, you have the right to cancel or return your order within 14 days of receiving it, without providing a reason. The item must still be unused, in its original condition and packaging, and accompanied by proof of purchase.

Once we receive and inspect your returned item, we will notify you regarding the status of your refund. If approved, the refund will be issued to your original payment method within 5 to 10 business days. Please note that your bank or credit card provider may require additional time to process and post the refund. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at support@pawlido.com.