Refund policy

Returns & refunds

Need a paw with your order? Contact Help.Pawttle@outlook.com with your order number and a description of the issue. Pawttle handles your request directly.

Damaged, defective, incorrect or missing items

Please inspect your order when it arrives and contact us within 7 days of receiving your package to report an issue. This reporting window does not limit rights or remedies required by law. Include clear photos of the item, the issue, and any relevant size label or packaging. We may request additional photos, measurements or a short video to help resolve the issue.

For a confirmed damaged, defective or incorrect item, we will arrange an appropriate replacement or refund. We will cover any return shipping we require for these issues and provide instructions. In some cases, no return will be needed. Your remedy is not dependent on reimbursement from our fulfillment supplier.

Fit, sizing & change of mind

Please review the garment size guide before ordering. A correctly supplied size that does not fit, a change of mind, or a customer-selected incorrect color or size is not automatically eligible for a return or exchange. Contact us before sending anything back; we review these requests individually. If a discretionary return is approved, we will confirm the return destination, item-condition requirements, any customer-paid return shipping and the refund amount in writing before you decide to proceed. This does not limit any return or cancellation rights required by law.

Contact us before returning anything

Do not send items to the address on your parcel, a supplier warehouse or any other address without instructions from Pawttle. Returns must be arranged with us first so we can provide the correct destination. Keep the item and packaging while your request is being reviewed.

Delayed or missing deliveries

If your order is delayed or appears lost, contact us with your order number. We will investigate with our fulfillment partner and carrier and arrange an appropriate resolution. If tracking shows delivery but you cannot locate the parcel, check with household members and the carrier, then contact us. We may request supporting delivery information. A carrier scan does not automatically close your request.

Cancellations & address changes

Email us as soon as possible to request a cancellation or correct an address. We will try to help before processing begins, but changes and cancellations may not be possible once an order is being prepared or shipped. If cancellation is confirmed, we will refund the canceled order.

Approved refunds

We will email you when a refund is approved and issued. Refunds are returned to the original payment method. Your bank or payment provider may take additional time to post the funds. For partial refunds, we will explain the amount and reason. Please contact us if an issued refund has not appeared after 10 business days.

Your rights

This policy does not exclude or limit rights or remedies that apply under consumer law. Where applicable law provides different or additional rights, those rights apply.