Returns & Refund Policy
Returns & Refund Policy
Last updated: April 2026 · Questions? support@pawlybro.com
At PAWLYBRO, every product is designed to elevate your pet's daily life. If something isn't right, we're here to make it right — simply and quickly.
⏰ Return Window
Return requests must be submitted within 30 days of the confirmed delivery date. Requests received after this window will not be eligible for a return or refund.
✅ Eligible Items
To qualify for a return, items must meet all of the following conditions:
- Unused and in original, unaltered condition
- Returned in original packaging with all included accessories, manuals, and tags
- Purchased directly from pawlybro.com
- For smart feeders and water fountains: unit must not have been powered on or connected to Wi-Fi
❌ Non-Returnable Items
The following are not eligible for return:
- Items that have been used, powered on, or altered
- Items returned without original packaging or missing components
- Consumable accessories (e.g., filters, replacement parts)
- Sale, clearance, or final sale items (unless defective)
- Items purchased through third-party retailers
📦 How to Start a Return
- Email support@pawlybro.com with your order number and reason for return.
- Our team will review your request and respond within 1–2 business days.
- Upon approval, we'll send you a return shipping address and detailed instructions.
- Ship the item back using a trackable carrier. Return shipping costs are the customer's responsibility, unless the item is defective or incorrect.
- Once received and inspected, your refund will be processed within 5–7 business days.
💳 Refunds
After we receive and inspect your return, you'll receive an email confirmation. Approved refunds are issued to your original payment method within 5–7 business days. Your bank or payment provider may require additional processing time.
Original shipping fees are non-refundable, except in cases where the return is due to our error (e.g., wrong item shipped, manufacturing defect).
🔄 Exchanges
We do not currently offer direct exchanges. To receive a different item, please return the original for a refund and place a new order at your convenience.
🛠️ Defective or Incorrect Items
Received something damaged, defective, or not what you ordered? Please contact us within 7 days of delivery at support@pawlybro.com with your order number and clear photos of the issue. We will arrange a free replacement or full refund — no return shipping required in most cases.
📧 Contact & Support
Our support team is available to assist you Monday through Friday.
Email: support@pawlybro.com
Response time: within 1–2 business days