Refund policy

At Pawsilk, we want you and your furry companions to be completely satisfied with every purchase. We understand that shopping for pets online requires trust, and we are here to ensure that trust is well-placed from checkout to delivery.

1. I want to return my order, what can I do?

Sometimes, you have a change of heart or things just didin't work out. we get it, Pawsilk accept return within 30 days of purchase.

You can return your product for store credit, a different product or a refund to the original payment method within 30 calendar days of purchase.

Please Note: You are responsible for the shipping costs associated with returning the item to our facility.We cannot be responsible for lost or stolen package after the courier has delivered the item to the final destination.

Returns are a team effort! All refund adventures are managed by our Support Team—slide into our inbox at pawsilk@hotmail.com or visit the Contact Us page to get the ball rolling. Reaching out ASAP is the best move, as every return needs a "Return Authorization Number" (think of it as a VIP pass) to be accepted at the door.

Please resist the urge to mail things back without this number and our specific return address. Some of our warehouse facilities aren't equipped to play host to returns, and we’d hate for your package to end up in a "lost and never found" abyss. We’ll provide you with the nearest location to send your items back so we can assist you fully and fast!

2. How much will my refund be?

When we process a refund, we’ll credit back the original price of the item. Just a heads-up: the original delivery fees and any discount codes you used won't be included in that total—they’ve already done their hard work! Also, the shipping cost to get the item back to our home base is on you.

The Sale Section Scoop: Score a deal? We love that for you! Just remember that all Discounted Items are Final Sale—which means we can't offer a full refund for them. However, we aren’t about to leave your pet with an awkward fit! We are more than happy to help you with a size exchange so your furry friend can still rock their new look

3. How and when will I receive my refund?

Original Payment Method: For security reasons, refunds can only be issued to the original credit/debit card or payment method used during checkout. We cannot refund to a different account under any circumstances.

Processing Time: Once we receive your item and are satisfied that it meets our return conditions, your refund will be processed within 5 - 7 business days.

4. What are the conditions for a return?

To be eligible for a refund or exchange, items must meet the following "Resellable" standards:

Condition: Retruned Items must be unworn, unwashed, and in their original condition. Return items must have no visible signs of wear or use. While trying an item on your pet for size is expected, it must be returned free of pet hair, odors, and stains.

Packaging: The item must be returned in its original packaging with all tags still attached.

Authorization: You must contact our support team to receive a Return Authorization Number before sending any items back.

5. Does the policy cover damage caused by my pet?

Pawsilk cannot issue refunds for, or cover, any damage caused by pets after the items have been delivered. This includes:

Ripping, scratching, chewing, or tearing of fabrics and materials.

A Tip for New Gear: If your pet is not used to wearing collars or clothing, we suggest a "slow introduction." Let them wear the item for short, supervised periods at first. This prevents them from scratching at or damaging the item while they adjust to the new sensation.

6. What items are non-returnable?

To maintain hygiene and fairness, the following cannot be returned:

Customized Items: Anything printed to order or personalized with engravings.

Clearance/Final Sale: Items marked as "Clearance" or "Final Sale" (unless they arrive with a manufacturing defect).

Important Definitions: Calendar vs. Business Days

To help you manage your return window, please note the following difference:

Term	Applied To	What it means
Calendar Days	Your Return Window (7 or 30 Days)	Includes every day (Mon-Sun), including weekends and public holidays.
Business Days	Our Processing Time (5-7 Days)	Includes Monday to Friday only, excluding public holidays.

How to Start Your Return

Visit our [Contact Us] page or email us pawsilk@hotmail.com with your Order Number.

Provide a brief reason for the return (and a photo if it's a sizing or quality issue).

Our team will provide you with a Return Authorization Number and the nearest return address.