Refund policy

Refund & Return Policy

Last Updated: August 23, 2026

At PawSnug, we want you to be happy with your purchase. Please read this policy carefully before ordering, as placing an order means you agree to the terms below.

14-Day Return Policy

You may request a return within 14 days of confirmed delivery.

To qualify for a return, the item must be:

  • Unused and unworn

  • Free from pet hair, stains, odors, or damage

  • In its original condition and packaging

  • Returned with all original accessories, labels, and components

Items that show signs of use, wear, washing, pet use, damage, or alteration may not be eligible for a refund.

To request a return, contact:

pawsnug1@outlook.com

Do not send your order back to the address shown on the shipping package. Returns must first be approved by our support team and sent to the return address provided with your return instructions.

Unauthorized returns may be refused.

Return Shipping

Unless the product arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless required by applicable law.

We strongly recommend using a tracked shipping service. PawSnug is not responsible for return packages that are lost or damaged while being shipped back to us.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible at pawsnug1@outlook.com.

To help us resolve the issue, we may request:

  • Your order number

  • Photos or video of the item

  • Photos of the packaging

  • A description of the issue

  • The shipping label, when applicable

Once verified, we may offer an appropriate resolution such as a replacement, refund, or store credit depending on the circumstances and applicable law.

Please do not discard the product or packaging until your claim has been reviewed.

Change-of-Mind Returns

We understand that sometimes you may simply change your mind.

Approved change-of-mind returns must meet all return eligibility requirements above.

Customers are responsible for return shipping, and refunds will only be issued after the returned item has been received and inspected.

Refund Processing

Once your approved return has been received and inspected, we will notify you of the outcome.

Approved refunds are issued to the original payment method.

Please allow approximately 5–10 business days after approval for your bank or payment provider to post the refund.

Bank processing times are outside of PawSnug's control.

Order Cancellations & Changes

Orders begin processing quickly after they are placed.

If you need to cancel your order or change your shipping information, contact us immediately at pawsnug1@outlook.com.

We will make reasonable efforts to accommodate your request, but once an order has entered fulfillment or has been shipped, we may be unable to cancel or modify it.

Submitting a cancellation request does not guarantee that the order can be stopped.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please verify your:

  • Full name

  • Street address

  • Apartment or unit number

  • City

  • State or province

  • Postal code

  • Country

If an order is delayed, lost, returned, or delivered incorrectly because the customer provided an incomplete or incorrect address, PawSnug may not be responsible for replacement or refund costs except where required by law.

If a package is returned to us because of an incorrect address, refused delivery, or failed delivery attempt, additional shipping charges may apply before it can be resent.

Packages Marked Delivered

If tracking shows your package as delivered but you cannot locate it, please:

  1. Check around your property and delivery area.

  2. Ask household members or neighbors.

  3. Allow up to 48 hours, as some carriers scan packages as delivered shortly before final delivery.

  4. Contact the local carrier using your tracking number.

If the package still cannot be located, contact pawsnug1@outlook.com and we will assist with reviewing the shipment.

When carrier tracking and delivery records confirm successful delivery to the shipping address provided at checkout, PawSnug may consider the order fulfilled unless additional evidence indicates otherwise or applicable law requires a different resolution.

Lost Packages

A package is not considered lost solely because delivery is delayed.

When tracking has stopped updating for an unusual period, we may require the carrier's investigation process to be completed before issuing a replacement or refund.

If the carrier confirms that a package was lost in transit, PawSnug will review the claim and provide an appropriate resolution.

Stolen Packages

PawSnug is not responsible for theft that occurs after a carrier confirms successful delivery, except where responsibility is imposed by applicable law.

We recommend having orders delivered to a secure location whenever possible.

We will still assist customers with obtaining available delivery information from the carrier.

Refused & Unclaimed Packages

Orders that are refused, abandoned, unclaimed, or returned because the recipient failed to accept delivery may not qualify for a full refund.

Any shipping, return shipping, carrier, customs, or handling expenses incurred may be deducted from the refund where permitted by law.

International Orders & Customs

Customers are responsible for entering accurate shipping information and, where applicable, paying customs duties, import taxes, VAT, or other government charges not collected during checkout.

PawSnug is not responsible for delays caused by customs authorities.

Orders refused because of unpaid customs charges may be subject to the refused-package terms above, where permitted by law.

Chargebacks & Payment Disputes

If you have an issue with an order, please contact pawsnug1@outlook.com first. We will make reasonable efforts to resolve legitimate order concerns quickly.

Filing a payment dispute does not automatically entitle an order to a refund.

If a chargeback or payment dispute is opened, PawSnug may provide the payment provider with relevant evidence regarding the transaction, including:

  • Order confirmation

  • Checkout and transaction records

  • Shipping and tracking records

  • Delivery confirmation

  • Refund records

  • Customer support correspondence

  • Applicable store policies accepted at the time of purchase

Nothing in this policy limits a customer's lawful right to dispute an unauthorized or otherwise legally disputable transaction.

Fraudulent Claims

PawSnug reserves the right to reject refund, replacement, or return requests where there is reasonable evidence of fraud, abuse, repeated false claims, altered evidence, or misuse of our policies, subject to applicable law.

We may also limit or refuse future orders associated with confirmed fraudulent activity.

Exchanges

We do not guarantee direct exchanges.

If you purchased the wrong size or color, contact us within the return period. When eligible, you may be asked to return the original item and place a new order for the preferred option.

Final Refund Amount

Where permitted by law, refunds for voluntary returns may exclude:

  • Original shipping charges

  • Return shipping costs

  • Customs or import fees

  • Other non-refundable carrier charges

Any deductions will be disclosed where applicable.

Consumer Rights

This policy does not exclude, restrict, or override any rights that cannot legally be waived under the consumer protection laws applicable to you.

If the laws of your country, state, province, or territory provide you with additional cancellation, return, refund, warranty, or consumer rights, those mandatory legal rights will continue to apply.

Contact Us

For questions regarding returns, refunds, delivery issues, or your order, contact:

PawSnug Customer Support
pawsnug1@outlook.com