Refund policy
We want you and your pet to love everything you order from Pawlat. If something isn't right, we'll do everything we can to fix it.
30-Day Return Window
We accept returns on most items within 30 days of delivery. To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. Items that have been used, opened, or are not in resalable condition may not be eligible for a full refund.
How to Start a Return
To initiate a return, email us at hello@pawlat.com with the following:
- Your order number
- The item(s) you'd like to return
- The reason for your return
We'll respond within 1–2 business days with return instructions and a return shipping address. Please do not send items back without contacting us first — unrequested returns may not be processed.
Refunds
Once we receive and inspect your returned item, we'll notify you by email that your return has been received. Approved refunds are processed within 5–7 business days and returned to your original payment method. Please allow an additional 3–5 business days for your bank or card provider to post the refund.
Exchanges
If you'd like to exchange an item for a different size, color, or product, contact us at hello@pawlat.com and we'll do our best to accommodate you. Exchanges are subject to product availability.
Non-Returnable Items
The following items cannot be returned:
- Items purchased on sale or with a discount code (unless defective)
- Consumable products that have been opened (treats, supplements, etc.)
- Personalized or custom-made items
- Items returned more than 30 days after delivery
Defective or Wrong Items
If you receive an item that is defective, damaged, or not what you ordered, please contact us immediately at hello@pawlat.com with a photo of the item. We'll send a replacement or issue a full refund at no additional cost to you — no return necessary in most cases.
Return Shipping Costs
For standard returns, the customer is responsible for return shipping costs. If the return is due to our error (wrong item sent, defective product), we'll cover the return shipping in full.