Refund policy
At Pawswins, customer satisfaction is our priority. We strive to provide a reliable shopping experience with clear refund, return, and exchange policies. If you are not satisfied with your purchase, you may request a return according to the policy below.
This Return and Refund Policy explains how customers can return products, request refunds, and exchange items purchased from our store.
1. 30-Day Return Policy
Cancellation Period
Orders can be cancelled before they are shipped. Once an order has been processed or shipped, it cannot be cancelled.
We offer a 30-day return period. Customers may request a return within 30 days of receiving their order.
If 30 days have passed since the delivery date, unfortunately we cannot offer a refund or exchange.
2. Eligibility for Returns
Return Procedure
To initiate a return, customers must contact our support team with their order details and product images. Once approved, return instructions will be provided.
To qualify for a return, the following conditions must be met:
• The item must be unused and unworn
• The product must be in the same condition as when received
• The item must be returned in its original packaging
• Proof of purchase or order confirmation may be required
Products that do not meet these requirements may not be eligible for a refund.
3. Return Shipping Policy
Damaged Goods
If you receive a damaged, defective, or incorrect item, please contact us immediately. We will provide a replacement or full refund and cover return shipping costs.
Change of Mind
If you wish to return an item due to personal preference or change of mind, the return shipping costs are the responsibility of the customer.
Please contact our support team immediately and provide:
• Photos of the product
• Your order details
Restocking Fee
• We do not charge any restocking fees for eligible returns.
4. Exchanges
We offer product exchanges for eligible items.
If you wish to exchange a product for a different size, variation, or replacement, please contact our support team and we will guide you through the exchange process.
5. Refund Process
Refund Method
Refunds will be issued to the original payment method used at the time of purchase, such as credit card, debit card, or payment gateway.
Refunds are processed within 7 business days after the returned item is received and approved.
After we receive your returned item, our team will inspect the product and notify you regarding the approval or rejection of your refund.
If approved:
• The refund will be issued to the original payment method
• Your bank or payment provider may require additional time to process the refund
6. How to Start a Return
To initiate a return, please contact us at:
Email: support@pawswins.com
Please include:
Your order number
The reason for the return
Photos of the item (required if the item is damaged or incorrect)
Once your return request is approved, we will provide a prepaid return shipping label and instructions.
Returns must be approved before being sent back.
7. Damaged & Incorrect Items
Items that arrive damaged or incorrect must be reported within 7 days of delivery.
To claim a refund or replacement:
Email with your order number.
Attach clear photos of the item and all original packaging.
Resolution:
Verified claims will be resolved with a full refund or replacement at no additional cost to the customer. We will provide a pre-paid return label if a return is required. Claims submitted without photo evidence or after 7 days cannot be processed.
8. Return Address
Approved returns will be directed to:
Pawswins
10 Dutton Mill Rd, Aston Township, PA 19014, United States
Return instructions and a prepaid shipping label will be provided once your return request has been approved.
9. Contact Information
If you have any questions about returns, refunds, exchanges, or damaged products, please contact us.
Email: support@pawswins.com
Phone: +1 (484) 352-6633
Address: 10 Dutton Mill Rd, Aston Township, PA 19014, United States
Customer Support Hours:
Monday – Friday | 9:00 AM – 5:00 PM (GMT-05:00).
Response Time:
We respond to customer inquiries within 48 business hours.