Refund and Return Policy

We want you to be satisfied with your Pawlia purchase. This policy explains when and how returns, exchanges, and refunds are handled.

Thirty day return window

You may request a return within 30 days after the date your order is marked as delivered. To qualify, the item must be unused, unworn, unwashed, free from pet hair and waste, and returned in its original packaging with all accessories and instructions included. You must also provide your order number or proof of purchase.

Hygiene and safety restrictions

For health and hygiene reasons, products that have been used to collect or come into contact with pet waste cannot be returned. Opened disposable waste bags and other consumable or sanitary products are also final sale, unless they arrived damaged, defective, or incorrect.

Starting a return

Before sending anything back, contact us at contact@pawlia.ca with your order number, the reason for the return, and photographs when the item is damaged, defective, or incorrect. If the return is approved, we will provide return instructions and the applicable return address. Items sent back without prior authorization may not be accepted.

Return shipping

Customers are responsible for return shipping costs for change-of-mind returns, sizing or preference issues, and orders placed in error. Pawlia will cover reasonable return shipping costs when we confirm that an item arrived damaged, defective, or different from what was ordered. Original shipping charges are non-refundable unless required by law.

Damaged incorrect or defective items

Inspect your order when it arrives. Contact us as soon as possible if the package or product is damaged, defective, missing parts, or incorrect. Include clear photographs of the product, packaging, and shipping label so we can evaluate the issue.

Refunds

After we receive and inspect an approved return, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method. Your bank or card provider may require additional time to post the refund. Pawlia cannot control financial institution processing times.

Exchanges

The fastest way to obtain a different item is to request a return and, once approved, place a new order. If we offer a direct exchange for your order, we will confirm the available option by email.

Cancellations and order changes

Contact us immediately if you need to cancel or change an order. We will try to help, but we cannot guarantee changes after an order has entered processing or has been fulfilled.