We want you and your pet to love every PawCozy order. If something isn’t right, this policy explains how returns and refunds work.
45-Day Returns
You can request a return within 45 days of receiving your order. To qualify, items must be unused, clean and in their original packaging where possible.
Damaged, Defective or Wrong Items
If your order arrives damaged, faulty or is not what you ordered, please contact us within 45 days of delivery with your order number and a clear photo of the problem. You do not need to send the item back. Once we’ve reviewed your photo, we’ll send a free replacement or issue a full refund, whichever you prefer.
Changed Your Mind?
If you no longer want an item, you can return it within 45 days. Return shipping costs are paid by the customer and are not refundable. We recommend using a trackable shipping service, as we can’t be responsible for returns lost in transit.
Items We Can’t Accept
- Items that have been used, washed or chewed
- Items damaged after delivery through misuse
- Gift cards
How to Start a Return
- Go to our Contact us page and send us your order number and the item(s) you’d like to return.
- We’ll reply with return instructions and the return address. Please don’t send items back without contacting us first, as we can’t process returns that arrive without approval.
- Pack the item securely and ship it using a trackable service.
Refunds
Once your return is received and inspected (or your damage claim is approved), we’ll email you to confirm. Approved refunds go back to your original payment method. Please allow 5–10 business days for the refund to appear, as processing times vary between banks and card providers.
Exchanges
Need a different size or colour? The quickest way is to return the original item and place a new order for the one you want.
Late or Missing Refunds
If you haven’t received your refund after 10 business days, please check with your bank or card provider first, then contact us and we’ll help.
Questions?
Our team is happy to help. Reach us any time through our Contact us page.