Refund Policy
Last Updated: December 16, 2024
At Pawsue, we want you to be completely satisfied with your purchase. This policy explains our return and refund process.
30-Day Return Window
You may return products within 30 days of delivery for a refund or exchange.
Eligible Returns
Full Refund Eligible:
- Manufacturing defects or quality issues
- Wrong item shipped
- Item significantly different from description
- Item damaged during shipping
Refund Minus Return Shipping:
- Wrong size ordered (must be unworn with tags)
- Changed your mind (must be unworn with tags)
- No longer needed (must be unworn with tags)
Return Conditions
To qualify for a refund, products must be:
- ✓ Returned within 30 days of delivery
- ✓ In original condition with all tags attached (unless defective)
- ✓ In original packaging when possible
- ✓ Accompanied by proof of purchase
We CANNOT accept returns if:
- ❌ More than 30 days have passed since delivery
- ❌ Item has been worn outdoors (unless defective)
- ❌ Tags have been removed (unless defective)
- ❌ Item is damaged due to misuse
How to Start a Return
Step 1: Contact Us Email info@pawsue.com within 30 days with:
- Your order number
- Reason for return
- Photos (if claiming defect or damage)
Step 2: Receive Authorization We'll respond within 24 hours with:
- Return authorization number
- Return shipping address
- Return label (if we're covering shipping)
Step 3: Ship the Item
- Pack item securely in original packaging if possible
- Include return authorization number inside package
- Use tracking service (required)
Step 4: Receive Your Refund
- We inspect returns within 3-5 business days of receipt
- Refunds processed within 3-5 business days after inspection
- Refunds issued to original payment method
- You'll receive email confirmation when refund is processed
Refund Amount
Full Purchase Price Refunded:
- Manufacturing defects
- Our shipping error
- Damaged in transit
Purchase Price Minus Return Shipping:
- Change of mind
- Wrong size ordered (your error)
No Refund (Exchange Only):
- Items returned after 30 days (at our discretion)
- Items without tags/excessive wear (at our discretion)
Exchanges
We're happy to exchange items for a different size or color:
- Email info@pawsue.com to request an exchange
- We'll send the new item once we receive the return
- No additional shipping charges for defective items
- Standard shipping rates apply for size/color exchanges
Defective Products
If your Pawsue product has a manufacturing defect:
- Within 30 days: Full refund or replacement
- 31 days - 1 year: Replacement or repair (covered by warranty)
- After 1 year: Assessed case-by-case
Manufacturing defects include:
- Leaking seams
- Broken zippers
- Delaminating waterproof coating
- Torn fabric (not due to misuse)
Non-Returnable Items
The following cannot be returned:
- Items purchased on final sale/clearance (if applicable)
- Items returned without return authorization
- Items with pet hair, odor, or signs of outdoor use (unless defective)
Shipping Costs
We Cover Return Shipping:
- Product is defective
- We sent wrong item
- Item damaged in transit
You Cover Return Shipping:
- Change of mind
- Wrong size ordered
- No longer needed
Lost or Stolen Packages
- We are not responsible for packages marked "delivered" by carrier
- Contact the shipping carrier first for lost package claims
- We may assist with claims on a case-by-case basis
Refund Timeline
- Return received: 7-15 business days (depending on shipping)
- Inspection: 1-3 business days
- Refund processed: 3-5 business days
- Refund appears in your account: 7-15 business days (depending on bank)
Total estimated time: 20-45 business days from when you ship the return
International Returns
- International customers are responsible for return shipping costs
- Customs fees are non-refundable
- Contact us before returning to ensure proper processing
Contact Us
Questions about returns or refunds?
Email: info@pawsue.com
Website: www.pawsue.com
Response Time: Within 24 hours (Monday-Friday)