Return & refund


At Pawsy, your satisfaction is essential. If a product does not suit you, you have a period of time to make a return request.

Return period

You have 30 days from the receipt of your order to request a return.

After this period, no refund can be made.

Return conditions

To be eligible for a return:

  • The product must be unused
  • It must be in its original condition
  • It must be returned in its original packaging
  • Proof of purchase may be requested

Any damaged, incomplete or used product cannot be refunded.

Return procedure

  1. Send a request to our customer service
  2. Indicate:
    • Your order number
    • The product concerned
    • The reason for the return
  3. Once your request is validated, return instructions will be communicated to you.

Return costs

Return costs are borne by the customer, except in case of a defective product or an error on our part.

Refund

Once the product is received and verified:

  • The refund is made within 5 to 10 working days
  • The amount is credited back to the original payment method

You will receive a confirmation email once the refund has been processed.

Non-refundable products

Certain products cannot be returned:

  • Promotional or sale items
  • Used or damaged products
  • Personalized products (if applicable)

Defective product or error

If you receive a defective or incorrect product:

  • Contact us within 48 hours of receipt
  • A quick solution will be offered (replacement or refund)

Exchanges

We do not offer direct exchanges.
If you wish for another product, you must make a return and then place a new order.

Customer service

For any questions regarding a return or refund:

Response time: 24 hours

Pawsy Commitment

We are committed to processing every request quickly, transparently and fairly to ensure a quality customer experience.