Refund policy

At Pawlume, we want you and your pets to love every purchase! Since our orders are fulfilled directly from our specialized supplier network, please review our guidelines below for returns, replacements, and refunds.

30-Day Policy Window

We offer a 30-day policy window from the date your package shows as delivered according to tracking information.

To be eligible for a return or replacement:

  • The item must be in its original condition — unused, unworn, and in its original packaging with all tags attached.

  • Proof of purchase (order number or email confirmation) is required.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong item, please contact us immediately at anthonyselitesage@proton.me within 7 days of delivery.

Please include:

  1. Your order number.

  2. Clear photos or a short video showing the issue/damage along with the shipping label on the package.

Once verified, we will arrange a free replacement or a full refund without requiring you to return the damaged item in most cases.

Non-Returnable Items

For health, hygiene, and safety reasons, the following items cannot be returned or refunded once opened/used:

  • Perishable items (pet food, treats, supplements)

  • Hygiene & grooming products (shampoos, brushes, open beds)

  • Customized or personalized items

  • Clearance items or gift cards

Returns for Personal Reasons / Change of Mind

If you changed your mind or ordered the wrong size/color:

  • Contact us at anthonyselitesage@proton.me to request return authorization and return instructions.

  • Customers are responsible for return shipping costs.

  • Items sent back to us without prior authorization will not be accepted.

Lost Packages & Shipping Issues

  • If your tracking shows no update for over 30 days (or 40 days during peak holiday seasons), please contact us for a free reshipment or refund.

  • Please double-check your shipping address at checkout. We cannot issue refunds or free replacements for orders delivered to an incorrect address provided at checkout.

Refund Process

Once your return or claim is approved, refunds will be credited back to your original payment method within 5–10 business days.