Refund policy

Pawluxe Returns & Exchanges Policy

At Pawluxe, we want you to be completely satisfied with your purchase. If you're not entirely happy with your order, we’re here to help! Below is our return and exchange policy to ensure a smooth process for you.

1. Returns Eligibility

  • Returns are accepted within 30 days of receiving your order.
  • Items must be unused, unworn, and in original packaging with all tags attached.
  • We do not accept returns for sale items or gift cards unless they are defective or damaged.
  • Proof of purchase is required for all returns.

2. Non-Returnable Items

The following items are non-returnable:

  • Custom or personalized products
  • Gift cards
  • Final sale items
  • Used or opened pet accessories for hygiene and safety reasons

3. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact our Customer Service Team with your order number and reason for the return.
  2. We will review your request and provide you with a Return Authorization Number (RAN) and instructions on how to return the product.
  3. Ship your return to the address provided by our team. Please ensure your item is securely packaged to prevent damage during transit.

Please note: You are responsible for the return shipping costs unless the return is due to a defective or incorrect item.

4. Processing Time

Once we receive your returned item, we will inspect it and notify you of the status of your return. If your return is approved, we will process your refund or exchange within 7-10 business days.

5. Refunds

  • Refunds will be credited back to the original payment method used at the time of purchase.
  • Please note that shipping fees are non-refundable, and your bank may take a few additional days to process the refund.

6. Exchanges

If you would like to exchange an item for a different size, color, or product, please follow the same steps as for returns and let us know your preferred exchange item. Exchanges are subject to product availability.

7. Damaged or Defective Items

If your item is defective or damaged upon arrival, please contact us immediately with a photo of the damage or defect. We will resolve the issue as quickly as possible by either sending a replacement or issuing a full refund.

8. International Returns

For international returns, customers are responsible for return shipping fees, customs duties, and taxes. Please contact us for specific instructions if you are returning an item from outside the U.S.