Refund policy

Last updated: July 10, 2026

We want you to feel confident shopping with Pawmiva. This policy explains when returns, replacements, and refunds are available and what we need to process them fairly.

Return window

You may request a return within 30 calendar days after the order is shown as delivered. To start a return, email support@pawmiva.store with your order number, the item you want to return, and the reason for the request. Do not mail an item until Pawmiva provides return instructions and, when applicable, a return authorization.

A return request submitted within the 30-day window does not automatically guarantee approval. The item must satisfy the conditions below, except when the item is defective, damaged, incorrect, or applicable law provides otherwise.

Return condition

To qualify for a standard return, the item must be:

unused, unwashed, unassembled, and free from pet hair, odors, stains, wear, or damage;

in the same condition in which it was received;

returned with its original packaging, tags, manuals, accessories, hardware, promotional gifts, and all other components; and

securely packed to prevent damage in transit.

We may request photographs or video before authorizing a return. We may also inspect, weigh, photograph, identify, or otherwise document a returned package to confirm that it contains the correct Pawmiva product and all components.

Order cancellations and modifications

We begin processing orders quickly so that they can move to fulfillment. If you need to cancel an order or change an item, variant, quantity, or shipping address, email support@pawmiva.store within 2 hours after placing the order. Include your order number and the exact requested change.

A cancellation or modification request is not guaranteed. We will make a reasonable effort to help, but an order might already be undergoing payment review, supplier processing, warehouse handling, label creation, or shipment.

If we confirm cancellation before fulfillment, the canceled amount will be refunded to the original payment method. If the order can no longer be canceled, you may request an eligible return after delivery under this Return & Refund Policy.

Address changes

Customers are responsible for reviewing their shipping address before submitting an order. An address change cannot be guaranteed after processing begins. If an order ships to the address supplied at checkout, the Address Accuracy section of our Shipping Policy applies.

Pawmiva cancellations

Pawmiva may cancel an order before shipment because of inventory unavailability, shipping restrictions, payment authorization failure, suspected fraud, a material pricing or description error, legal compliance, or another legitimate operational reason.

If Pawmiva cancels a paid order, we will issue the required refund to the original payment method and send notice to the contact information associated with the order.

Items that cannot be returned for change of mind

For health, hygiene, safety, and resale reasons, the following items are not returnable after use, washing, assembly, opening of a sealed hygiene package, or contact with an animal, unless defective, damaged, incorrect, or otherwise required by law:

pet toothbrushes, dental-care items, wipes, grooming gloves, brushes, combs, deshedding tools, and similar personal- or pet-care items;

pet bedding, blankets, fabric items, and grooming or cleanup products after animal contact;

opened consumable products or items that are intended to be consumed, depleted, or used once;

personalized or made-to-order items;

gift cards; and

items clearly marked ‘final sale’ before purchase.

These exclusions do not limit rights that cannot legally be waived, including rights relating to defective or misdescribed products.

Oversized, furniture, and assembly-required products

Cat trees, grooming tables, furniture, and other oversized or assembly-required products must be returned unassembled, unused, and in the original packaging for a standard change-of-mind return. Before opening the package, confirm the dimensions, color, entryway clearance, intended placement, and suitability for your pet.

If Pawmiva chooses to approve a change-of-mind return after an oversized item has been opened or assembled, the customer may be responsible for the actual return-freight charge and a restocking fee of up to 15% to cover inspection, missing packaging, disassembly, and repacking. Any such fee will be disclosed before the return is accepted. No restocking fee applies when the return is caused by a verified defect, shipping damage, or Pawmiva fulfillment error.

Damaged, defective, incomplete, or incorrect items

Inspect your order promptly after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact support@pawmiva.store as soon as possible—preferably within 7 calendar days of delivery. Include your order number and clear photos or video of the item, shipping label, packaging, damage, defect, and any missing components.

Prompt notice helps us preserve carrier and supplier claims, but it does not reduce any non-waivable legal right. Depending on the circumstances, Pawmiva may provide troubleshooting, a replacement part, a replacement product, a refund, or return instructions. We may require the item to be returned before issuing a refund or replacement, unless doing so would be unreasonable or prohibited by law.

Return shipping and original shipping charges

For a change-of-mind return, including an unwanted item, incorrect size selection, or purchase made in error, the customer is responsible for return shipping. Original shipping, expedited shipping, delivery surcharges, and other fulfilled service charges are non-refundable, except where required by law or when the return results from a verified Pawmiva error, defect, or shipping damage.

When Pawmiva supplies a prepaid label for a customer-responsibility return, the actual label cost may be deducted from the refund. We do not accept cash-on-delivery (COD) returns. Unauthorized or misdirected returns may be refused, delayed, or returned to the sender.

Refund review and timing

After an authorized return reaches the designated return address, allow up to 7 business days for inspection. If approved, the refund will be issued to the original payment method. Most financial institutions post refunds within 5–10 business days after processing, but timing is controlled by the bank or payment provider.

Pawmiva does not normally issue a refund before the returned item is received and verified, except for a confirmed carrier loss or another resolution expressly approved by Pawmiva. If an item is returned used, incomplete, substituted, damaged after delivery, or materially different from the approved return, Pawmiva may deny the return or reduce the refund by the documented loss in value where permitted by law.

Exchanges

To avoid inventory delays, we process most exchanges as a return followed by a new order. If you need a different product or variant, request a return and place a new order after the return is approved. Promotional pricing on the original order may not be available for the new order unless Pawmiva confirms otherwise in writing.

Return abuse and fraud

Pawmiva may refuse or limit returns when there is evidence of return fraud, empty-package claims, altered shipping labels, product substitution, excessive or abusive return activity, unauthorized resale, or an attempt to return an item not purchased from Pawmiva. We may preserve relevant order, shipping, communication, inspection, weight, image, and payment records and provide them to carriers, payment processors, law enforcement, or other parties where lawful and appropriate.

Consumer rights

Nothing in this policy excludes or limits a warranty, remedy, or consumer right that cannot be excluded or limited under applicable law. Massachusetts law may provide additional protections for consumer goods. If a provision of this policy conflicts with a non-waivable legal right, that legal right controls.

Contact

Return requests and questions: support@pawmiva.store