Return & Refund Policy

At Pawlure, we want you and your pet to be happy with your purchase. If something is not right with your order, we’re here to help.

Returns

We accept return requests within 30 days of delivery.

To be eligible for a return, the item must be:

• Unused, unworn, and in the same condition you received it
• Free from pet hair, odors, stains, scratches, or signs of use
• In its original packaging, when possible
• Accompanied by proof of purchase or order number

For hygiene and safety reasons, items that have been used by pets may not be eligible for return unless they arrived damaged or defective.

Non-Returnable Items

The following items cannot be returned:

• Items that have been used, worn, washed, or damaged after delivery
• Items with pet hair, odors, stains, or bite marks
• Clearance or final sale items
• Gift cards
• Personalized or customized items, if applicable

Damaged, Defective, or Wrong Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or you received the wrong product, please contact us within 7 days of delivery with:

• Your order number
• A clear photo or video of the issue
• A photo of the packaging, if damaged

Once reviewed, we may offer a replacement, store credit, or refund depending on the situation.

Refunds

Once your return is received and inspected, we will notify you if your refund has been approved.

If approved, the refund will be issued to your original payment method. Please allow 5–10 business days for the refund to appear on your bank or card statement.

Shipping costs are non-refundable unless the return is due to our error, such as a damaged, defective, or incorrect item.

Return Shipping

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

We recommend using a trackable shipping service, as Pawlure is not responsible for lost return packages.

Order Cancellations

Orders can only be cancelled within 12 hours of purchase.

After this time, your order may already be processing and we may not be able to cancel it.

Incorrect Shipping Information

Please make sure your shipping address is complete and correct before placing your order.

If you notice an error in your shipping address, please contact us within 12 hours of placing your order at:

Pawlure@outlook.com

We will do our best to update the address before the order is processed.

Once an order has been processed or shipped, we may no longer be able to change the delivery address.

If a package is delivered to the address provided at checkout and the address was entered incorrectly by the customer, Pawlure is not responsible for the lost or misdelivered package.

Depending on the situation and only when possible, we may review the case and consider a partial refund, replacement, or other solution. However, in most cases, if the address is not corrected in time and the package is delivered to the incorrect address provided by the customer, Pawlure cannot guarantee a refund or replacement.

If a package is returned to us due to an incorrect or incomplete address, we can help arrange a replacement shipment. Additional shipping fees may apply.

Lost or Delayed Packages

Delivery times may vary depending on location, carrier delays, holidays, or other circumstances outside of our control.

If your tracking shows the package was delivered but you did not receive it, please contact the shipping carrier first. We will do our best to help, but Pawlure is not responsible for packages marked as delivered by the carrier.

How to Start a Return

To request a return or report an issue with your order, please contact us at:

Pawlure@outlook.com

Please include:

• Your order number
• Your full name
• The reason for the return
• Photos or videos if the item is damaged, defective, or incorrect

We will review your request and respond as soon as possible.

Final Note

We reserve the right to refuse returns or refunds that do not meet the conditions above.