Return Policy
Return & Refund Policy
At PawLuxe, we want every order to arrive perfectly. All products are considered final sale; however, we stand fully behind the quality of everything we sell and will always make it right if something goes wrong.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or different from what you ordered (wrong colour, size, model, or specifications), we will offer you a full or partial refund, or a free replacement — your choice.
To raise a claim, please email pawluxeinc@gmail.com within 7 days of receiving your order and include:
- Your order number
- A clear description of the issue
- Photos or videos of the damaged, defective, or incorrect item and its packaging/shipping label
We will review your evidence and respond within 2–3 business days with a resolution — either a refund or a free reshipment of the correct item.
Change of Mind Returns
We understand that sometimes a product may not meet your expectations. If you'd like to return an item because you've changed your mind, you may do so under the following conditions:
- You must request a return within 7 days of delivery by emailing pawluxeinc@gmail.com
- Return shipping costs are the customer's responsibility
- Once the return is received and processed at our fulfilment facility, a full refund will be issued
- The return address will be provided when your return is approved — it varies by product and location (facilities in the UK, USA, and Germany)
Missing or Lost Shipments
If your tracking information has not updated for more than 30 days during delivery, you are entitled to a full refund. Please contact us at pawluxeinc@gmail.com and we will investigate and resolve your case promptly.
If your tracking number appears invalid or you cannot obtain any shipping updates, please contact us immediately so we can obtain the correct tracking information from the carrier.
Important Notes
- Incorrect address: If a shipment is undelivered or unclaimed due to an incorrect address or contact details provided at checkout, we are unable to process a refund or reshipment. Please double-check your delivery details before placing your order.
- Claim deadline: All claims — whether for damage, defects, incorrect items, or change of mind — must be submitted within 7 days of delivery. We are unable to accept claims after this window.
Refund Processing Time
Once your refund is approved, please allow 5–10 business days for the amount to appear in your account, depending on your bank or payment provider.
Contact Us
Our support team is here to help with any order issues or questions about this policy.
We aim to respond to all enquiries within 1–2 business days. Thank you for shopping with PawLuxe. 🐾