Refund policy

Refund & Return Policy

Last Updated: September 1, 2026

At Pawtovia Ltd, trading as Pawtovia, we are committed to providing quality products for you and your pets. Because our fulfillment process is automated and we operate without a physical return facility, this Refund & Return Policy clearly outlines when refunds, replacements, or cancellations are applicable.

30-Day Policy for Issues (Damaged, Defective, or Incorrect Items)

We offer a 30-day window from the date of delivery to report any order issues. Refunds, replacements, or returns are strictly limited to items that arrive damaged, defective, or incorrect due to an error on our part or our fulfillment partner.

All sales are final once delivered correctly according to your order confirmation.

Non-Returnable Items & Ineligible Reasons

We do not accept returns, exchanges, or refunds for any of the following:

  • Change of mind, personal preference, or buyer's remorse

  • Customer selection of the wrong size, color, variant, or product

  • Orders placed by mistake or incorrect shipping information provided by the customer

  • Opened or used pet food, treats, or consumable products

  • Perishable products

  • Opened hygiene or grooming products

  • Products that have been used by a pet

  • Personalized, engraved, or custom-made products

  • Gift cards or items marked as final sale

  • Items shipped back without prior written authorization from Pawtovia

Reporting Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or incorrect (wrong item, size, or color sent by us), please contact us within 30 days of delivery at pawtovia@gmail.com.

To process your request efficiently, please provide:

  1. Your order number and full name used for the purchase

  2. A detailed description of the issue

  3. Clear photographs showing the defect, damage, or incorrect item received

  4. Photographs of the outer packaging and shipping label

  5. Video evidence where reasonably necessary to demonstrate a functional defect

Once verified, we will arrange a replacement or issue a refund at no extra cost to you. Because items are shipped directly from fulfillment partners, physical returns of damaged or incorrect items are generally not required unless specifically instructed by us.

Order Changes and Cancellations

If you need to cancel or modify an order, please email pawtovia@gmail.com immediately. We recommend submitting cancellation requests within 12 hours of placing your order.

While we will make every reasonable effort to adjust your order, we cannot guarantee modifications or cancellations once order processing or fulfillment has begun. If an order has already entered processing or shipped, it cannot be canceled or refunded.

Exchanges

We do not offer direct product exchanges for different sizes, colors, or items. Customers are strongly encouraged to review sizing charts, dimensions, and product descriptions carefully before completing a purchase.

Refund Processing

Once a refund or resolution is approved:

  • The refund will be credited back to your original payment method.

  • Pawtovia normally processes approved refunds within 5–10 business days.

  • Additional time may be required by your bank or credit card provider for the funds to reflect in your account.

If more than 15 business days have passed since your refund confirmation and you have not received your funds, please contact us at pawtovia@gmail.com.

Refunds for Unfulfillable Orders

If Pawtovia or our fulfillment partners are unable to ship or fulfill an item due to inventory issues, carrier restrictions, or unexpected disruptions, your order will be canceled and a full refund will be automatically issued to your original payment method.

Contact Us

If you have any questions regarding this policy or need assistance with an order issue, please reach out to us:

(Please do not send physical packages to any address found on shipping labels without prior authorization. Returns sent without prior written approval will not be accepted or refunded.)