Refund policy

Refund & Return Policy

Last updated: September 4, 2026

At Pawunder™, we carefully select and prepare every order to provide the best possible experience for you and your pet. Please review this policy before placing your order.

Nothing in this policy limits any consumer rights that cannot legally be waived under applicable law.

1. Return Eligibility

You may request a return within 30 calendar days of delivery.

To be eligible for a return, the product must be:

Unused, unworn, and unwashed
In its original condition
Free from pet hair, odors, stains, dirt, or damage
Returned with all original packaging, accessories, components, and tags
Accompanied by valid proof of purchase or a Pawunder™ order number

Products may be briefly tried on indoors when necessary to check the fit, provided they show no signs of use.

Before returning any product, you must contact us at cs@pawunder.com and receive return approval and instructions.

Returns sent without prior authorization or to the address shown on the original shipping package may not be accepted.

2. Change of Mind or Incorrect Selection

We may accept eligible returns when the customer:

Changes their mind
Orders the wrong size
Selects the wrong color or product variant
No longer wants the product

For returns unrelated to an error by Pawunder™, our supplier, or the shipping carrier:

The customer is responsible for return shipping costs
Original shipping charges are non-refundable, except where required by law
A 20% processing and restocking fee will be deducted from the subtotal of the returned product

The restocking fee is calculated only on the value of the returned merchandise, not the total value of the entire order.

3. Non-Returnable Products

We cannot accept returns for:

Products used or worn outdoors
Products that have been washed
Products containing pet hair, odors, stains, dirt, or other signs of use
Products damaged after delivery through misuse, improper care, or accidental damage
Products missing original packaging, components, accessories, or tags
Products explicitly marked as “Final Sale” before purchase
Returns requested more than 30 days after delivery, except where required by law

If a returned product does not meet these conditions, the refund may be declined.

4. Damaged, Defective, Missing, or Incorrect Products

Please contact us within 7 calendar days of delivery if:

The product arrives damaged
You receive the wrong product, size, color, or variant
Components or accessories are missing
The product contains a visible manufacturing defect
The product is materially different from its description

For defects discovered after the initial inspection period, please contact us within 30 days of delivery.

To help us review the issue, please provide:

Your order number
A short explanation of the problem
Clear photos showing the product and the issue
Photos of the shipping package and shipping label, when relevant

An unboxing video may help us investigate the issue but is not required.

After verifying the issue, we will offer an appropriate solution, which may include:

A free replacement
A replacement component
A full refund
A partial refund, when appropriate and accepted by the customer

No processing or restocking fee will apply when the issue was caused by Pawunder™, our supplier, or the shipping carrier.

If we require the product to be returned, Pawunder™ will provide return instructions and cover the authorized return shipping cost.

These reporting periods do not limit any rights available under applicable consumer law.

5. Lost-in-Transit Orders

If your package has not arrived by the end of the estimated delivery period, please contact us at cs@pawunder.com.

We will review the tracking information and, when necessary, open an investigation with the shipping carrier.

Orders confirmed or reasonably determined to be lost in transit may qualify for:

A free replacement, or
A full refund

A package marked as delivered is not automatically considered lost. We may ask you to:

Check around the delivery location
Check with household members or neighbors
Verify the shipping address on your order
Contact the local carrier or post office

Pawunder™ will assist with the investigation and provide a resolution based on the tracking information, carrier findings, and applicable law.

Nothing in this section limits any cancellation or refund rights that may apply when an order is not delivered within the legally required or agreed delivery period.

6. Return Process

To request a return:

Email cs@pawunder.com.
Include your order number and reason for the return.
Wait for return approval and shipping instructions.
Send the product to the approved return address using a trackable shipping service.
Keep your shipping receipt and tracking number until the return has been completed.

The approved return address may be different from the sender address shown on the original package. Do not return the product to the original sender unless instructed to do so by our support team.

After receiving return instructions, the product must be shipped within 14 calendar days.

Pawunder™ is not responsible for unauthorized returns or return shipments lost or delayed in transit.

7. Exchanges

We do not currently offer direct exchanges.

If you ordered the wrong size, color, or variant, you may return the eligible product according to this policy and place a new order.

Return shipping costs and the 20% processing and restocking fee will apply when the incorrect option was selected by the customer.

If Pawunder™ sent the wrong product or variant, we will provide a replacement at no additional cost.

8. Order Changes and Cancellations

Orders are submitted for processing and fulfillment shortly after they are placed.

If you need to cancel your order or change the shipping address, size, color, or product variant, contact us as soon as possible at cs@pawunder.com.

We cannot guarantee changes or cancellations once an order has entered processing, fulfillment, or shipping.

If the order has already been shipped, it must be handled according to the return conditions in this policy.

9. Refund Processing

Once the returned product has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method. Pawunder™ cannot normally issue a refund to a different card, account, or payment method.

Any applicable restocking fee or other legally permitted deduction will be clearly explained.

Please allow 5–10 business days for Pawunder™ to process an approved refund. Your bank, card issuer, or payment provider may require additional time for the refund to appear in your account.

10. Contact Us

If you have questions about a return, replacement, cancellation, or refund, please contact our customer support team before sending any product back.

Email: cs@pawunder.com