Refund policy

We want you to be happy with your Paw & Roam purchase. If you need to return an item, we offer a 30-day return period, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must be in the same condition in which you received it. Items must be unworn, unused, with original tags attached and in their original packaging.

You will also need your receipt or other valid proof of purchase.

To request a return, please contact us at hassjalo1@icloud.com.

Please contact us before sending any item back. Returns sent without first requesting a return may not be accepted.

Once your return request has been approved, we will provide you with the applicable return instructions and, where applicable, a return shipping label.

If you have any questions about returning an item, you can always contact us at hassjalo1@icloud.com.

Damaged, defective or incorrect items

Please inspect your order when you receive it and contact us as soon as possible if your item is defective, damaged, or if you have received the wrong item.

Please provide your order details and, where possible, photographs showing the issue so that we can review it and work with you on an appropriate solution.

Exceptions and non-returnable items

Certain items may not be eligible for return. These may include perishable goods, personalised or custom-made products, and personal care products where applicable.

We may also be unable to accept returns for hazardous materials, flammable liquids or gases.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Sale items and gift cards

Unless otherwise required by applicable law, sale items and gift cards are not eligible for return.

Exchanges

If you would like a different product, size or variation, the quickest option is usually to return the original item in accordance with this policy and, once your return has been accepted, place a new order for the item you would like.

European Union — 14-day cooling-off period

If your order is being shipped to a customer in the European Union, you may have the legal right to cancel your order within 14 days without providing a reason, subject to applicable consumer protection laws and any legal exceptions.

Where this right applies, the 14-day period generally begins from the day you, or a person you nominate, receives the goods.

Returned products should be kept in their original condition and, where applicable, with their original tags and packaging. Your statutory rights are not affected by this returns policy.

Refunds

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If your return is approved, your refund will be issued to your original payment method. We aim to process approved refunds within 10 business days.

Please remember that your bank or payment provider may require additional time to process and display the refund in your account.

If more than 15 business days have passed since we confirmed that your refund was approved, please contact us at hassjalo1@icloud.com.