Refund policy
Refund & Exchange Policy – PawHug
At PawHug, we’re committed to delivering not just products, but peace of mind. We proudly stand behind the quality and craftsmanship of every item we offer — because your furry friend deserves the very best.
🐾 Defective or Damaged Items
If your order arrives damaged, defective, or unusable, don’t worry — we’ve got your back. We will either replace the item free of charge or issue a full refund if a replacement isn’t available.
❗ Note: Once your package is marked as "delivered" by the shipping carrier, PawHug is not liable for stolen, misplaced, or unreceived packages. Please ensure you provide a secure shipping address.
🚫 Non-Refundable/Non-Exchangeable Items
Since our products often come in customized sizes or variations, we do not accept returns or exchanges due to:
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Wrong item selection
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Incorrect sizing
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Change of mind
Please double-check all order details before checkout. Have questions? Reach out — we’re happy to help before you order.
📦 How to Claim a Refund or Exchange
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Contact us at pawhug46@gmail.com within 48 hours of receiving your order.
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Attach photos of the issue (if damaged or defective).
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Wait for our response. If required, we’ll issue a Return Merchandise Authorization (RMA) and return instructions.
Items returned without prior approval or RMA will not be accepted or refunded.
🚚 Who Pays Return Shipping?
The customer is responsible for return shipping costs. We strongly recommend using a trackable shipping method, as we cannot issue refunds for lost returns.
💳 When Will I Receive My Refund or Exchange?
After your return is received and inspected, we will process your refund or ship out a replacement (as applicable). Refunds are credited to your original payment method.
❌ Order Cancellations
To cancel an order, email us at pawhug46@gmail.com by 11:59 PM EST on the same day your order was placed. Orders already processed or shipped cannot be canceled.
📬 Need Help?
We’re just a message away.
Email us at pawhug46@gmail.com— we aim to respond within 24 hours.