At Pawezy, we want your experience with us to be nothing short of amazing — which is why we’ve made our returns policy as simple as possible. If for some reason things don’t go quite to plan, our dedicated customer service team is here to help make things right. Due to the high demand for our products, we aim to fulfil your order as soon as it’s received to avoid delays. For this reason, change-of-mind returns are not accepted on personalised items.
We truly hope that you will absolutely love your PAWEZY products. However, if you’re unhappy with your purchase, we’ll happily accept a return request within 45 days of delivery, provided the item(s) are unused and in original packaging.
HOW TO START YOUR RETURN OR EXCHANGE
Please email us at:
support@pawezy.com
When contacting us, please include:
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Your order number
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The item(s) you’d like to return or exchange
Our team will guide you through the process as quickly as possible.
IMPORTANT NOTES
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If there is a price difference between sizes or products, or if you’re exchanging for an item of a different value, the price difference will be charged or refunded accordingly.
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Due to the personalised nature of some items, we’re unable to offer refunds or exchanges on personalised products unless they are faulty or incorrect. These items are custom-made and cannot be resold once processed.
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Store credit (if issued) has no expiry and must be used in a single transaction.
UNITED STATES RETURNS & EXCHANGES
Before returning any item, please contact our customer service team so we can approve your request and provide the correct return instructions. This helps ensure your return or exchange is processed as smoothly as possible.
Exchanges (Upsizing or Downsizing)
If you’d like to exchange an item, a $15 USD reshipping and handling fee applies to cover the cost of processing and resending your order. If you’re exchanging for a different size or product with a different price, any price difference will apply. Return instructions will be provided where applicable once your exchange request has been approved.
Refunds
If it’s a refund, a $15 USD return and handling fee will be deducted from your final refund amount. This helps cover inspection and processing to ensure every item meets our quality standards. Once approved, we’ll provide a prepaid return label — simply attach it to your parcel and drop it off at your local post office or courier location.
FAULTY OR DAMAGED ITEMS
Occasionally, an item may arrive that isn’t quite right — we understand, and we’re here to help. If you believe your item is faulty or damaged, please email our customer service team and include:
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Your order number
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Details of the fault or damage
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Photos or videos clearly showing the issue
An item may be considered faulty if:
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There is a manufacturing defect
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The item has been damaged during transit
Once we receive your email, we’ll assess your claim promptly. If the item is deemed faulty, we’ll organise a replacement, refund, or store credit — whichever suits you best.