Refund policy

Refund, Return & Delivery Policy

At Pawlo, we carefully check every order before dispatch. If something goes wrong, our team will review the issue and work to resolve it as quickly as possible.

Damaged or Defective Items

You may request a refund if your item arrives damaged or defective.

You must contact us within 30 days of delivery and provide:

Your full name and order number
Clear photographs or videos showing the damage
A photograph of the packaging and shipping label
A brief explanation of the issue

Our team will evaluate the evidence provided. If your request is approved, we will arrange an appropriate resolution, which may include a replacement or refund.

Approved refunds will be returned to your original payment method. Once processed, it may take up to 10 business days for the funds to appear, depending on your bank or payment provider.

Please do not dispose of or return a damaged item until our team has reviewed your request and provided instructions.

Returns and Change of Mind

We do not accept returns or provide refunds for:

Change-of-mind purchases
Items that are no longer wanted
Damage caused through misuse, chewing, improper handling or failure to follow the product instructions
Normal wear and tear
Requests submitted more than 30 days after delivery
Items returned without prior approval from our team

This policy does not limit any rights you may have under applicable consumer law.

Lost or Undelivered Orders

If your tracking information has not updated or your order has not arrived within the expected delivery period, please contact us with your order number.

Our team will investigate the shipment with the delivery provider. If we confirm that the parcel was lost in transit or that a delivery issue occurred on our end, we will arrange a replacement shipment at no additional cost.

A replacement will only be issued after our investigation has been completed and the delivery issue has been confirmed.

We cannot guarantee a free replacement where:

An incorrect or incomplete delivery address was provided
The tracking information confirms successful delivery
The customer failed to collect the parcel
Delivery was unsuccessful because access to the address was unavailable
The parcel was lost or stolen after confirmed delivery

Claims involving parcels marked as delivered will be reviewed individually.

Incorrect Items

If you receive an item different from the one you ordered, contact us within 30 days of delivery and provide your order number and clear photographs of the item received.

Once confirmed, our team will arrange the appropriate replacement or resolution.

Refund Processing

Approved refunds are issued to the original payment method used when placing the order. We cannot send a refund to a different card, account or payment method.

You will receive confirmation when your refund has been processed. Your bank or payment provider may require additional time before the funds appear in your account.