Refund policy

Our 30-Day Happiness Promise

We want you and your pet to love every Pawfinch order. If something isn't right, you may request a return within 30 days of delivery.

Eligible returns

  • Items must be unused, unwashed, and in their original packaging. Trying an item on your pet indoors is fine.
  • Final-sale and gift-card purchases are not returnable.

Not returnable (for hygiene reasons)

  • Opened litter, litter liners, waste bags, and pee pads
  • Used fountain filters, grooming pads, and brush heads
  • Worn collars, harnesses, and pet apparel

These items can still be replaced or refunded if they arrive damaged or defective.

How to start a return

  1. Message us through the chat button on any page or our Contact page with your order number and a short reason.
  2. We'll reply within 1 business day with return instructions and the return address. Please do not send items back without contacting us first — packages sent to other addresses cannot be processed.
  3. Ship the item back within 14 days of receiving our instructions.

Return shipping

  • Change of mind: return shipping is paid by the customer.
  • Damaged, defective, or wrong item: no need to send it back — see below.

Damaged, defective, or wrong items
Send us photos through the chat button within 7 days of delivery — photos of the item, the box, and the shipping label. Once we confirm, we'll send a free replacement or a full refund (including original shipping). In most cases you can keep or recycle the item.

Refunds

  • Refunds are issued to your original payment method within 3–10 business days after your return is approved. Your bank or PayPal may take a few extra days to post it.
  • No restocking fees.
  • Original shipping charges are non-refundable, except when the return is due to our error or a damaged/defective item.

Exchanges
The fastest way to get a different item is to return the one you have and place a new order.

Cancellations
Orders can be canceled free of charge within 12 hours of purchase. After that, your order is already being prepared at our partner warehouse and can't be canceled — but you can return it after delivery under this policy.