Refund policy

Last updated: May 21, 2026

We want you and your pet to love every Pawtment purchase. If something isn't right, here's exactly how we'll make it right.

Our Promise

If a product arrives damaged, defective, or wrong, that's on us — and we'll make it right with a replacement or full refund, no questions asked.

If a product simply isn't the right fit for your space, your pet, or your preferences, you can return it within 30 days.

We're a small brand, and every return matters to us. We read every email and respond personally.

Return Window

You have 30 days from the date of delivery to initiate a return.

After 30 days, we're unable to accept returns or issue refunds, except in cases of defects covered under our quality guarantee (see "Defective or Damaged Items" below).

What Can Be Returned

Eligible for return:

  • Unused items in original packaging
  • Items with all original tags, accessories, and components included
  • Items in resellable condition

Not eligible for return:

  • Used items, including products that have been opened and used by your pet
  • Items missing original packaging, tags, or accessories
  • Items damaged by misuse, normal wear, or accidents after delivery
  • Final sale or clearance items (clearly marked at the time of purchase)
  • Gift cards

A note on hygiene-sensitive products: For health and safety reasons, items like lick mats, snuffle mats, feeding mats, paw cleaners, and grooming tools cannot be returned once they've been used by a pet — even if washed. If these items arrive defective or damaged, we'll absolutely replace them under our quality guarantee. But once a pet has used the product, we're unable to accept it back.

How to Start a Return

  1. Email info@pawtment.com within 30 days of delivery
  2. Include your order number, the item(s) you'd like to return, and the reason for return
  3. We'll respond within 24 hours (business days) with return instructions and a return address
  4. Ship the item back using the instructions we provide
  5. Once we receive and inspect the item, we'll process your refund within 5-7 business days

Please do not ship items back without contacting us first. Returns received without prior authorization may not be processed.

Return Shipping Costs

We cover return shipping when:

  • The item arrived damaged or defective
  • We sent you the wrong item
  • The item is significantly different from what was described on the product page

You cover return shipping when:

  • You changed your mind
  • The item didn't fit your space, your pet, or your preferences
  • You ordered the wrong size, color, or variant

For customer-paid returns, we recommend using a trackable shipping service. Pawtment is not responsible for returned items lost or damaged in transit.

Refunds

Once we receive your returned item and confirm it meets our return criteria, your refund will be processed within 5-7 business days.

Refunds are issued to the original payment method. Depending on your bank or card issuer, it may take an additional 3-5 business days for the refund to appear on your statement.

What gets refunded:

  • The full purchase price of the returned item(s)
  • Original shipping costs (only if the return is due to our error — defect, damage, or wrong item)

What does not get refunded:

  • Original shipping costs on customer-preference returns
  • Return shipping costs on customer-preference returns

If your refund hasn't appeared after 10 business days, email info@pawtment.com with your order number and we'll investigate.

Defective or Damaged Items

If your order arrives damaged or defective, we'll replace it or refund it in full — your choice.

To report a damaged or defective item:

  1. Email info@pawtment.com within 7 days of delivery
  2. Include your order number and clear photos of the damaged or defective item (including the packaging if it was damaged in transit)
  3. We'll respond within 24 hours with next steps

For most damage or defect claims, you won't need to return the original item — we'll send a replacement or issue a refund based on the photos provided. This saves you the hassle of repackaging and shipping.

For higher-value items or repeat claims on the same order, we may request the item be returned before processing a replacement or refund.

Exchanges

We don't currently process direct exchanges. If you'd like a different size, color, or product, the fastest way is to:

  1. Return the original item for a refund (following the steps above)
  2. Place a new order for the item you want

This typically gets your replacement to you faster than an exchange would.

Wrong Item Received

If you received an item that doesn't match what you ordered, email info@pawtment.com within 7 days of delivery with your order number and photos. We'll send the correct item and provide a prepaid return label for the wrong item — at no cost to you.

Order Cancellations

You can cancel an order for a full refund within 12 hours of placing it, as long as it hasn't entered processing.

To request a cancellation, email info@pawtment.com with your order number as soon as possible. Once an order has been processed by our warehouse, it cannot be canceled — but you can still return it once it arrives under our standard return policy.

Lost Packages

If your tracking shows your package hasn't moved for more than 7 business days, or if your tracking shows "delivered" but you haven't received your package, please review our Shipping Policy for next steps.

If a package is confirmed lost in transit (not delivered by the carrier), we'll send a replacement or issue a full refund at no cost to you.

Refused Deliveries

If you refuse delivery of an order without first contacting us to authorize a return, the order will be treated as a customer-preference return. You'll be refunded for the items minus the original shipping cost and any return shipping fees charged by the carrier.

Refunds on Promotional Items

If you return an item that was part of a promotion (BOGO, bundle discount, free gift with purchase, etc.), the refund amount will reflect the discounted price you actually paid — not the original retail price.

If you return part of a bundle, the remaining items in the bundle will be re-priced at full individual price, and the refund will reflect the difference.

Questions?

Email us at info@pawtment.com with your order number. We typically respond within 24 hours on business days.

We're a small team that genuinely cares. If you've had a frustrating experience with your order, tell us. We'd rather hear it from you and fix it than lose your trust.