Return Policy

At pawlyeden, we want you to receive products that match their descriptions and meet the quality or functionality stated on the product page. Please review the following return and after-sales information before submitting a request.

1. Contact Us Within 7 Calendar Days

You must contact support@pawlyeden.com to submit a return request within 7 calendar days of delivery. Requests submitted after this period will not be accepted.

2. Check Whether Your Request Qualifies

You may request a return, refund, or appropriate after-sales resolution when:

The product is materially different from its description.
The product has a manufacturing defect, flaw, or assembly problem.
The product was damaged during transit.
You received the wrong product.
The product does not have a major quality or functional feature clearly stated on the product page.

Items Not Eligible for Non-Quality Returns

Customized products are not eligible for returns for non-quality reasons.
Clearance items, Final Sale items, and products clearly marked as having minor cosmetic imperfections and sold in that condition are not eligible for returns for non-quality reasons.
Pet products that have been used or contaminated and cannot be resold are not eligible for returns for non-quality reasons.

These restrictions apply only when the relevant condition was clearly stated on the product page before purchase. Undisclosed quality issues, incorrect shipments, and transit damage remain subject to the applicable after-sales process.

3. Request Return Instructions

Returns are accepted by mail only. Do not send a product back without authorization. First contact support@pawlyeden.com with your order details and the reason for your request. If the request is confirmed as eligible, we will provide the return address and return instructions.

After receiving return authorization, you must ship the product within 14 calendar days. If you do not ship it within this period, the return request will be considered abandoned.

Return Shipping

For approved returns caused by a product quality issue, incorrect shipment, or transit damage, we will cover reasonable return shipping costs or provide a return label.
For non-quality returns caused by personal reasons, the customer is responsible for return shipping costs.

4. Inspection and Refund Processing

Once the returned product is received and inspected, approved refunds will be issued to the original payment method within 5–10 business days. Your bank, card issuer, or payment provider may require additional time to post the refund.

Damaged, Missing, or Incorrect Items

If your order arrives damaged, has obvious missing parts, or contains the wrong product, contact support@pawlyeden.com within 7 calendar days of delivery. Please provide your order number, photos of the product, photos of the outer packaging, and a description of the issue so we can review it and assist you as quickly as possible.

Order Changes or Cancellation Requests

If you need to change your order information or delivery address, contact support@pawlyeden.com as soon as possible within 24 hours of placing the order. After 24 hours, changes to the product, order contents, or delivery address will not be accepted.

For return assistance, please email support@pawlyeden.com.