Return and Refund Policy

Return & Refund Policy

Last updated: October 12, 2026

At Pawluxe, we care about providing quality products and a positive shopping experience for you and your pets. If there is a problem with your order, please contact us before attempting to return any item. We will review your situation and provide instructions on the appropriate next steps.

1. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incorrect, or significantly different from the product you ordered, please contact us as soon as possible.

To help us review your request, please provide:

Your order number.
A description of the issue.
Clear photos or videos showing the item and the problem.
Photos of the packaging and shipping label, if available.

After reviewing the information, we will determine an appropriate resolution, which may include a refund or replacement.

In many cases, you may not need to return the item. If a return is required, we will provide the appropriate instructions.

Please do not return or ship any item before contacting us and receiving instructions.

2. Returns and Refund Eligibility

Pawluxe reviews return and refund requests on a case-by-case basis, taking into account the circumstances of the order, the condition of the item, and applicable consumer protection laws.

Our return and refund process primarily covers items that arrive damaged, defective, incorrect, or materially different from what was ordered.

If you experience an issue with your purchase, please contact our customer support team before taking any action. We will explain the available options for your specific situation.

3. Return Shipping

A physical return is not always required for damaged, defective, or incorrect items.

If a return is necessary, our customer support team will provide the return instructions and explain any applicable shipping arrangements before you send the item.

Please do not send products to our suppliers or any other address without prior authorization.

4. Refund Processing

If your refund request is approved, the refund will generally be issued to the original payment method. Processing times may vary depending on your payment provider or financial institution.

We will communicate the outcome of your request and any next steps once our review is complete.

5. Order Issues and Delivery Concerns

If your order has not arrived within the estimated delivery timeframe, or if you believe your shipment has been lost, please contact us with your order number.

We will review the available tracking information and help determine the appropriate next steps. If we cannot fulfill an order within the promised timeframe, we will provide the options required by applicable law, including cancellation and a refund where applicable.