Refund policy
Last updated: July 12, 2026
We want you and your dog to love your PAWSWIN gear. This policy applies to purchases made directly through pawswin.com.
Return Window
Unused, non-personalized items may be returned or exchanged within 30 days of delivery.
To be eligible, the item must be:
- Unused, unwashed, and unworn
- In its original condition
- Returned with any original packaging or tags
Items showing signs of wear, washing, pet hair, damage caused after delivery, or alteration may not be accepted.
Personalized & Custom Items
Personalized and made-to-order items are final sale and cannot be returned or exchanged because they are created specifically for your pet.
This includes products featuring:
- Custom names or phone numbers
- Personalized name patches
- Engraved buckles or hardware
- Other customer-requested details
This restriction does not apply if PAWSWIN made an error or the item arrived damaged, defective, or different from what you ordered.
Damaged, Defective, or Incorrect Items
Please contact us within 7 days of delivery if your order arrives damaged, defective, or incorrect.
Email hello@pawswin.com and include:
- Your order number
- A description of the issue
- Clear photos showing the product and the problem
After reviewing the information, we will arrange a replacement or another appropriate resolution at no additional cost to you.
How to Request a Return or Exchange
- Email hello@pawswin.com with your order number.
- Tell us which item you would like to return or exchange and why.
- Include photos if the item is damaged, defective, or incorrect.
- Wait for approval and return instructions before mailing the item.
Please do not send products back without contacting us first. The approved return address will be included in your return instructions.
Return Shipping
Customers are responsible for return shipping costs for eligible standard returns and exchanges.
PAWSWIN will cover return or replacement shipping when an item arrived damaged, defective, or incorrect.
Original shipping charges and international customs or import fees are non-refundable.
We recommend using a tracked shipping service. PAWSWIN is not responsible for return packages lost in transit.
Refunds
Once your return has been received and inspected, we will email you with the result.
If approved, the refund will be issued to the original payment method. Please allow 5–10 business days for your bank or payment provider to post the refund after it has been processed.
Exchanges
Eligible non-personalized items may be exchanged for another available size, color, or style within the 30-day return window.
Price differences and additional shipping charges may apply. Contact us before returning the original item.
Order Changes and Cancellations
Because many PAWSWIN products are made to order, contact us as soon as possible if you need to change or cancel an order.
We cannot guarantee changes or cancellations after production has started.
Contact Us
Questions about a return, exchange, or damaged order can be sent to:
PAWSWIN
Email: hello@pawswin.com
Location: Toronto, Ontario, Canada
For delivery estimates, tracking, duties, and shipping charges, please review our Shipping Policy.