1. 30-Day Guarantee

At Pawlio, we stand behind every product we sell. If you are not completely satisfied with your purchase, you may request a return within 30 days of the delivery date. We want every dog parent to shop with confidence, knowing that we are here to make things right.

2. Return Eligibility

To be eligible for a return, items must generally meet the following conditions:

Items that show signs of use, damage caused by the customer, or are missing original packaging may not be eligible for a full refund.

3. How to Request a Return

To initiate a return, please follow these steps:

• Contact our customer support team at contato@pawlio.com.br within 30 days of receiving your order.
• Include your order number and the reason for your return request.
• Wait for our team to review your request and provide return instructions.
• Ship the item back only after receiving approval and instructions from our team.

4. Return Shipping

Return shipping costs depend on the reason for the return:

5. Refunds

Once your returned item is received and inspected by our team, we will notify you of the approval or rejection of your refund request.

• Approved refunds are issued to the original payment method used at the time of purchase.
• Refund processing times may vary depending on your bank or payment provider. Please allow up to 10 business days for the refund to appear in your account.
• Original shipping costs are non-refundable unless the return is due to a Pawlio error.

6. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 30 days of delivery at contato@pawlio.com.br. Please include:

• Your order number.
• A description of the issue.
• Photos clearly showing the damage, defect, or incorrect item.

We will arrange a replacement or issue a full refund, including return shipping costs, at no additional charge to you.

7. Non-Returnable Items

The following items are generally not eligible for return:

• Items returned after the 30-day return window has passed.
• Items that have been used, washed, or are not in their original condition.
• Items returned without prior authorization from our customer support team.
• Perishable or consumable products, such as treats or food items, once opened.
• Items marked as final sale or non-returnable at the time of purchase.