Returns & Exchanges
We want you and your dog to love your PAWSWIN gear. If something is not right, please contact us and we will help you find the best next step.
Return window
Unused, non-personalized items may be returned or exchanged within 30 days of delivery.
Return condition
Returned items must be new, unused, unwashed, and in their original condition with any original packaging or tags included.
Personalized and custom items
Personalized or custom-made items are final sale because they are made specifically for your pet and cannot be restocked or resold. This includes items with custom names, phone numbers, engraved details, name patches, or other made-to-order personalization.
If we made an error or your item arrives with a manufacturing defect, please contact us within 7 days of delivery and include clear photos. We will make it right.
How to start a return or exchange
- Email hello@pawswin.com with your order number.
- Tell us whether you would like a return or exchange.
- Include the reason for your request and photos if the item is damaged, incorrect, or defective.
- Wait for return instructions before sending anything back.
Return shipping
Customers are responsible for return shipping costs unless the item arrived damaged, incorrect, or defective. Original shipping charges are non-refundable.
Refunds
Once your return is received and inspected, we will notify you by email. If approved, the refund will be issued to your original payment method. Your bank or payment provider may take additional time to post the refund.
Exchanges
If you need a different size, color, or style for an eligible non-personalized item, contact us first. We will explain the exchange process and any shipping costs before you send the item back.
Damaged or incorrect items
If your order arrives damaged or incorrect, email us at hello@pawswin.com within 7 days of delivery. Please include your order number and photos of the issue so we can help quickly.
For shipping timelines and tracking details, please see our Shipping Information page.