Refund policy
Return & Refund Policy
Last updated: April 2026
Thank you for shopping at PawlyBro. We're committed to delivering premium products for you and your pet. Please read our policy carefully before making a purchase.
Return Window
You have 30 days from the date of delivery to request a return. Requests submitted after this period will not be accepted.
Eligibility for Returns
- Items must be unused, unopened, and in original packaging with all accessories included
- For hygiene reasons, used water fountains and feeders are not eligible for return (final sale)
- Customized or personalized products are non-returnable
- Items marked as "Final Sale" during promotions are non-returnable
How to Return
- Email us at support@pawlybro.com with your order number and reason for return
- We'll respond within 2 business days with return instructions and the return address: NO.5, South 2nd Road, Guanyao Market, Nanhai District, Foshan, Guangdong, China
- Pack the item securely and ship it using a trackable carrier
- Return shipping costs are the responsibility of the customer, unless the item is defective or incorrect
Refunds
- Once we receive and inspect the returned item, a refund will be issued to your original payment method within 5–10 business days
- Processing times may vary depending on your bank or payment provider
- If you haven't received your refund after 10 business days, please check with your bank first, then contact us at support@pawlybro.com
Exchanges
If you received a damaged or defective item, please contact us within 48 hours of deliverywith photos. We'll prioritize a replacement or re-shipment at no additional cost.
Non-Returnable Items
- Items returned after the 30-day window
- Used pet products (for hygiene reasons)
- Damage caused by misuse or improper handling
- Final sale / promotional items
Contact Us 📧 support@pawlybro.com
🌐 www.pawlybro.com