Refund policy

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✓ 30-Day Happiness Guarantee

Returns & Refund Policy

Your pet's happiness is everything to us — and so is yours.

We want every PawVela order to bring tail wags and purrs. If something isn't right, we're here to make it right — no fuss, no runaround.

🐾

30-day returns

We offer a full 30-day return window from the date your order arrives. If you're not completely satisfied — whether it's the wrong size, a change of heart, or the product just didn't work out — we've got you covered.

To be eligible for a return, items must be:

Returned within 30 days of the delivery date
In their original condition (unused and unassembled where applicable)
In original or equivalent packaging

📦

How to start a return

Returning is simple — just follow these three steps:

1

Email us at ansys.gpl@gmail.com with your order number and a brief reason for returning. A photo helps if the item arrived damaged.
2

We'll send you a return confirmation within 1–2 business days with return instructions. Please do not send items back before receiving this confirmation.
3

Ship the item back using a tracked shipping method. Once we receive and inspect it, we'll process your refund right away.

⏱

Refund timeline

Once your return is received and approved, here's what to expect:

Within 24 hrs We inspect the item and approve your refund

1–3 business days Refund is issued to your original payment method

3–10 business days Funds appear in your account (depends on your bank or card provider)

You'll receive an email confirmation as soon as your refund is processed. If you haven't received it after 10 business days, please reach out to us.

⚠️

Exceptions

We want to be transparent about the few cases where returns may not be possible:

Items returned after 30 days of delivery are not eligible unless there's a manufacturing defect.
Hygiene products (lick mats, slow feeders, chew toys) that have been used cannot be returned for health reasons.
GPS Tracker subscriptions — the hardware can be returned within 30 days, but any subscription fees paid are non-refundable.
Customised or personalised items cannot be returned unless they arrive damaged or defective.
Items damaged through misuse or normal wear and tear are not covered under our return policy.

If your item arrived damaged or defective, we'll replace it or refund you in full — no return shipping needed. Just send us a photo.

🚚

Return shipping costs

If the return is due to our error (wrong item, damaged on arrival, or a defect) — we'll cover the return shipping in full.

For all other returns (change of mind, wrong size ordered), return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we can't be responsible for items lost in transit.