Refund policy

RETURN AND REFUND POLICY

Last Updated: July 11, 2026

Thank you for shopping at Pawveylo.

This Return and Refund Policy applies to purchases made through pawveylo.com.

Pawveylo operates using a dropshipping fulfillment model. Products may be stored, processed, packaged, and shipped by third-party suppliers and fulfillment partners, including CJdropshipping and other approved logistics providers.

Please review this policy carefully before placing an order.

1. Return Request Period

Customers may request a return within 30 calendar days from the confirmed delivery date.

To qualify for a return:

  • The return request must be submitted within 30 days after delivery.

  • The product must be unused, unworn, unwashed, and in substantially the same condition in which it was received.

  • The product must include its original packaging, accessories, manuals, tags, and components.

  • The customer must provide a valid Pawveylo order number.

  • The return must be approved by Pawveylo before the item is shipped back.

Products sent back without prior authorization may not be accepted or refunded.

2. How to Request a Return

To request a return, email:

support@pawveylo.com

Include the following information:

  • Full name

  • Order number

  • Email address used to place the order

  • Product name

  • Reason for the return

  • Clear photographs or video of the product, where applicable

  • Photograph of the shipping label and packaging, where applicable

Our customer support team will review the request and provide further instructions.

Do not return a product to the address printed on the shipping package. That address may belong to a shipping carrier, supplier, or fulfillment warehouse that does not accept customer returns.

The correct return address will be provided after the return request is approved.

3. Damaged or Defective Products

Customers should inspect their order as soon as it is delivered.

Please contact us within 7 calendar days after delivery if:

  • The product arrived damaged.

  • The product does not work as intended.

  • The product has a manufacturing defect.

  • The package was damaged during shipment.

  • An important part or accessory is missing.

Customers must provide clear photographs or video showing:

  • The damage or defect

  • The entire product

  • The shipping label

  • The outer packaging

  • All products and components received

After reviewing the evidence, Pawveylo may offer one of the following:

  • A replacement product

  • Replacement parts

  • A full refund

  • A partial refund

  • Store credit, with the customer’s agreement

In some cases, the customer may not be required to return a damaged or defective product.

4. Wrong Product, Size, Color, or Variant

Contact us within 7 days after delivery if Pawveylo or its fulfillment partner sent:

  • The wrong product

  • The wrong size

  • The wrong color

  • The wrong model or variant

  • An incomplete product

Clear photographs or video may be required before a replacement or refund can be approved.

This section does not apply when the customer selected the wrong product, size, color, model, or variant while placing the order.

5. Missing Items

Orders containing multiple products may be shipped in separate packages.

Before reporting an item as missing, please check:

  • All available tracking numbers

  • The order confirmation email

  • Whether another package is still in transit

  • The packaging for smaller components

If all packages have been delivered and an item is still missing, contact support@pawveylo.com within 7 days.

6. Change-of-Mind Returns

A return requested because the customer:

  • Changed their mind

  • No longer wants the product

  • Ordered the wrong item

  • Selected the wrong size, color, or variant

  • Did not review the product measurements

  • Found the product elsewhere at a lower price

may be accepted only when the product meets all return conditions and the return is approved in advance.

For change-of-mind returns:

  • The customer is responsible for return shipping.

  • Original shipping charges are non-refundable.

  • International return shipping may be expensive.

  • Pawveylo does not provide a prepaid return label unless specifically stated.

  • Customs duties, import charges, brokerage fees, and handling fees are non-refundable.

  • The customer must use a trackable return-shipping method.

Pawveylo is not responsible for a return package that is lost or damaged before reaching the approved return location.

7. Non-Returnable Products

Unless the product arrived damaged, defective, incorrect, or materially different from its description, returns may not be accepted for:

  • Products that have been used, worn, washed, or altered

  • Personal-care or hygiene products that have been opened

  • Pet hygiene or grooming products that have been opened

  • Feeding products that have contacted food, water, or an animal

  • Opened food, treats, supplements, or consumable products

  • Personalized or customized products

  • Gift cards

  • Clearance or final-sale items marked as non-returnable

  • Products damaged by misuse or improper installation

  • Products damaged through chewing, scratching, tearing, or ordinary animal activity

  • Items missing original packaging, accessories, or components

  • Products returned without authorization

This section does not remove any mandatory consumer rights that may apply under relevant law.

8. Product Appearance and Measurements

Minor differences in product color, packaging, texture, labeling, or measurements may occur because of:

  • Screen or display settings

  • Lighting conditions

  • Photography

  • Manual measurements

  • Manufacturing batches

  • Supplier packaging updates

Minor differences that do not materially affect the product’s intended function will not normally be treated as a defect.

Customers should review product measurements, compatibility information, product descriptions, and size charts before placing an order.

9. Seasonal and Promotional Products

Pawveylo may sell year-round, seasonal, holiday, limited-edition, promotional, or trending products.

Customers should place seasonal and gift orders early.

A product arriving after a customer’s preferred personal event date does not automatically qualify for a refund when the order was shipped and delivered within the estimated timeframe displayed at purchase.

10. Order Cancellation

Cancellation requests must be submitted within 12 hours after the order is placed.

Send the request to:

support@pawveylo.com

Include your order number and the words “Cancellation Request.”

Cancellation is not guaranteed because orders may be sent to our supplier or fulfillment partner shortly after payment confirmation.

Orders generally cannot be canceled after they have been:

  • Confirmed with the supplier

  • Processed

  • Packed

  • Assigned a tracking number

  • Transferred to a shipping carrier

  • Shipped

When an unshipped order is successfully canceled, the payment will be refunded to the original payment method.

11. Delayed Orders

Delivery dates are estimates and are not guaranteed unless Pawveylo specifically states otherwise.

If an order cannot be shipped within the timeframe promised at purchase, Pawveylo may contact the customer with:

  • A revised shipping estimate

  • An option to accept the delay

  • An option to cancel the unshipped order

  • A refund for the canceled, unshipped order

Once an order has been shipped, normal carrier and customs delays do not automatically qualify the order for an immediate refund.

12. Lost Packages

A package is not considered lost simply because tracking has not updated for several days.

For orders shipped to the United States, contact us when:

  • The maximum estimated delivery period has passed; or

  • The tracking information has not shown delivery within 45 calendar days after shipment; or

  • The shipping carrier confirms that the package is lost

Pawveylo will investigate the shipment with the carrier and fulfillment partner.

If the shipment is confirmed lost before delivery, Pawveylo may provide:

  • A replacement at no additional product cost; or

  • A refund to the original payment method

13. Packages Marked as Delivered

If tracking shows that a package was delivered but the customer cannot locate it, the customer should:

  1. Check the mailbox, porch, entrance, garage, side door, and parcel locker.

  2. Ask household members, neighbors, reception staff, or property management.

  3. Wait up to 48 hours because some carriers may scan packages shortly before final delivery.

  4. Contact the local shipping carrier.

  5. Request written confirmation or a non-delivery statement from the carrier where available.

  6. Contact Pawveylo with the carrier case number or supporting information.

A refund is not automatic when tracking confirms delivery to the address submitted during checkout.

Pawveylo will provide reasonable assistance with the carrier investigation.

14. Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address.

This includes:

  • Full recipient name

  • Street address

  • Apartment, suite, or unit number

  • City

  • State

  • ZIP code

  • Valid telephone number

  • Valid email address

Contact us immediately after ordering if an address correction is required.

Address changes are not guaranteed after fulfillment has started.

Pawveylo may not provide a free replacement or full refund when delivery fails because:

  • An incorrect address was submitted.

  • The apartment, suite, or unit number was missing.

  • The ZIP code was incorrect.

  • The recipient refused delivery.

  • The package was not collected.

  • The customer failed to respond to the carrier.

  • The customer moved after ordering.

  • Customs charges were not paid.

15. Refused or Unclaimed Packages

Refusing a package does not automatically qualify the customer for a full refund.

International packages may be:

  • Returned to the supplier

  • Returned to a carrier facility

  • Abandoned

  • Destroyed

  • Lost during the return process

If a refused or unclaimed package is successfully returned and can be recovered, any approved refund may be reduced by actual shipping, return, customs, or handling costs where legally permitted.

16. Return Address

Returns must be sent only to the address provided by Pawveylo after approval.

The return location may be in the United States, China, India, or another country depending on the product and fulfillment partner.

Do not send a return to Pawveylo’s contact address unless customer support specifically instructs you to do so.

17. Return Inspection

After an approved return is received, the product will be inspected.

Pawveylo will notify the customer whether the refund has been:

  • Approved

  • Partially approved

  • Declined with an explanation

A refund may be reduced if:

  • The product shows signs of use.

  • Packaging is damaged or missing.

  • Accessories or components are missing.

  • The product was damaged after delivery.

  • Customer handling reduced the product’s resale value.

18. Refund Processing Time

Approved refunds are generally submitted to the original payment method within 5–10 business days after approval or return inspection.

Banks, PayPal, card issuers, and payment processors may require additional processing time before the refund appears in the customer’s account.

Pawveylo cannot control processing times imposed by financial institutions.

19. Exchanges

Direct exchanges are not guaranteed because products may be supplied by different warehouses.

For a damaged, defective, or incorrect product, Pawveylo may provide a replacement where available.

For a different size, color, variant, or product, the customer may need to return the eligible item and place a new order.

20. Payment Disputes and Chargebacks

Customers are encouraged to contact support@pawveylo.com before submitting a payment dispute so Pawveylo has an opportunity to resolve the issue.

Fraudulent chargebacks, false non-delivery claims, or misleading refund requests may result in supporting evidence being submitted to the payment provider and future orders being restricted.

Nothing in this section prevents a customer from exercising legitimate rights through their payment provider.

21. Contact Information

For return, refund, cancellation, replacement, or order-related questions:

Pawveylo
Email: support@pawveylo.com
Website: pawveylo.com