Refund Policy
This Refund Policy applies to orders shipped to customers in the United States and Canada.
Eligibility for Returns
We want you to be happy with your Pawé order. If an item arrives defective, damaged, or incorrect, you may request a return or refund within 14 days of the delivery date shown on your tracking information.
To be eligible, please contact us within this window with your order number and clear photos or video showing the issue (damage, defect, or incorrect item). This helps us resolve your case quickly and, where needed, work with our suppliers on quality feedback.
What's Covered
- Items that arrive damaged or defective
- Items that are materially different from what was ordered
- Orders that are missing items confirmed on the packing slip
What's Not Covered
- Change-of-mind returns are not accepted at this time
- Items without proof of the reported issue (photo/video)
- Requests submitted after the 14-day window
- Normal variations in color, packaging, or minor cosmetic differences that don't affect the product's function
How to Start a Return
Contact us through our Contact page with your order number, a description of the issue, and photo or video evidence. We'll review your request and let you know the next steps within 2 business days.
Refunds
Once your return is approved, refunds are issued to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or card provider. In some cases, we may offer a replacement item or store credit instead of a refund — we'll always confirm which option applies before proceeding.
Shipping Costs
If the issue is our error (damaged, defective, or incorrect item), we'll cover return shipping or arrange a replacement at no extra cost. For all other approved returns, return shipping is the customer's responsibility.
This policy currently applies to orders shipped within the United States and Canada. We'll update this page if we expand to additional regions.