Refund policy
Return & Refund Policy — Paws & Unwind
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility for Returns
To be eligible for a standard return, your item must be in the same condition that you received it — unused, unworn, with tags if applicable, and in its original packaging. You’ll also need your receipt or proof of purchase.
Products that have been used may not qualify for a standard return. However, products that become defective during normal use may be eligible for resolution under our 30-Day Calm Guarantee, as described below.
To start a return, please contact us at:
After your return request is approved, we will provide return instructions. Items sent back without prior authorization will not be accepted.
Please note: Due to our international fulfillment partners, return processing times may vary.
Return Shipping
Customers are responsible for return shipping costs for standard returns unless the item arrives damaged, defective, or incorrect.
If we approve a return involving a damaged, defective, or incorrect item, we will provide instructions regarding whether the item must be returned and who is responsible for the applicable return shipping costs.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items without tracking.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery.
If your item arrives visibly damaged, defective, or incorrect, please contact us within 48 hours of delivery so we can evaluate the issue and make it right.
Photo or video evidence may be requested to assist with verification and resolution.
If an item develops a defect during normal use, please contact us within 30 days of delivery under our 30-Day Calm Guarantee.
Damage caused by misuse, excessive chewing, improper care, unauthorized modification, accidental damage, normal wear and tear, or use inconsistent with the product’s intended purpose may not qualify as a product defect.
30-Day Calm Guarantee
Our 30-Day Calm Guarantee begins on the date your order is delivered.
If an eligible product becomes defective during normal and intended use within 30 days of delivery, please contact us at:
Please include your order number and a description of the issue. Photo or video evidence may be requested so we can evaluate the product.
If the claim is approved, Paws & Unwind may, at its discretion, provide one of the following resolutions:
- A replacement product
- Store credit
- A refund for the affected product
Replacement is generally our first resolution for products that become defective during the 30-day period.
Unless otherwise approved by Paws & Unwind, the 30-Day Calm Guarantee applies only to the original product purchased and does not restart or extend when a replacement is issued.
The guarantee does not cover damage caused by misuse, aggressive or destructive chewing, improper cleaning, improper storage, accidents, unauthorized modifications, normal wear and tear, or use outside the product’s intended purpose.
Paws & Unwind reserves the right to deny claims that cannot be reasonably verified or that do not meet the conditions of this policy.
Shipping Charges
Original shipping charges are non-refundable unless otherwise required by law or specifically approved by Paws & Unwind.
Paws & Unwind reserves the right to withhold original shipping charges on returns, refunds, exchanges, defective-item resolutions, and courtesy resolutions.
Unless otherwise stated, approved refunds are issued for the product cost only.
Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods
- Personalized or custom products
- Hygiene or personal care products, if applicable
- Gift cards
- Clearance or final sale items
- Items showing misuse, excessive wear, accidental damage, or damage inconsistent with normal use
If you are unsure whether your item qualifies, please contact us before requesting a return.
Exchanges and Replacements
For standard exchanges, the fastest way to receive a different item is to return the original item once approved and place a new order.
For approved damaged or defective-item claims, Paws & Unwind may issue a replacement without requiring the customer to place a new order.
We may require the original item to be returned before a replacement is issued. In some cases, we may determine that a return is not necessary.
Replacement products are subject to availability. If the original product is unavailable, we may offer a comparable replacement, store credit, or a refund for the affected product.
European Union 14-Day Cooling-Off Period
If your order is shipped to a European Union country, you have the right to cancel or return your order within 14 days of delivery for any reason, subject to applicable law.
Items must be unused, in their original packaging, and in the same condition received. Proof of purchase is required.
This cooling-off period is separate from any rights you may have regarding products that arrive damaged, defective, or incorrect.
Refunds
Once your return is received and inspected, or once your claim has otherwise been evaluated, we will notify you of the approval or rejection of your refund.
If approved, refunds will be issued to your original payment method within 10 business days. Processing time may vary depending on your bank or card provider.
Refunds are limited to the approved product amount unless otherwise stated. Original shipping charges, expedited shipping fees, shipping protection, duties, taxes, and other order-related fees may be non-refundable unless required by law.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at: