Refund policy

At Pawaura, we want you and your pets to be completely satisfied with your purchase. We offer a 30-day return policy, which allows you 30 days after receiving your item to request a return.

1. Eligibility for Returns

To be eligible for a return, your item must meet the following conditions:
  • The item must be unused, unworn, in the same condition as received, and in its original packaging with all tags attached.
  • The return must be requested within 30 calendar days from the date of delivery.
  • A valid proof of purchase (such as your order receipt or order number) must be provided.

2. Non-Returnable Items

Certain types of items cannot be returned:
  • Gift cards
  • Final sale or clearance items (if explicitly marked as non-returnable at checkout.

3. How to Initiate a Return (By Mail)

All returns must be shipped via mail to our physical return address. Items sent back to us without prior return approval will not be accepted.
  • Email our support team at support@pawaura.shop within 30 days of delivery with your order number and reason for return.
  • Upon approval, we will issue a return authorization and provide step-by-step return mailing instructions.
  • Package the item securely and ship it to our designated physical return address: 2165 Pace St, Covington, GA 30014, United States.

4. Return Shipping Costs & Fees

  • Damaged, Defective, or Incorrect Items (Merchant Error): If you receive a defective, damaged, or wrong item, Pawaura will provide a prepaid return shipping label at $0 cost to you.
  • Buyer's Remorse (Change of Mind / Wrong Size Selected): If you wish to return an item due to personal preference, changing your mind, or ordering an incorrect size, you are responsible for the actual return shipping cost. You may use your preferred postal carrier or request a prepaid label from us, the cost of which will be deducted from your final refund amount.
  • Restocking Fees: We do not charge any restocking fees ($0 restocking fee).

5. Damaged or Defective Items

Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately at support@pawaura.shop with your order number and photo/video evidence. We will evaluate the issue and arrange a free replacement or a full refund.

6. Order Cancellations

You may request an order cancellation within 12 hours of order placement or prior to shipment. Once an order has entered processing or transit, it cannot be canceled; however, you may initiate a return upon delivery following our 30-day return procedure.

7. Exchanges

To exchange an item for a different size, color, or style, return the original item following the procedure above. Once your return is accepted, place a new order for the desired item.

8. Refund Processing Timeline

Once your return package is received and inspected, we will notify you via email regarding the status of your refund.
  • Upon approval, refunds are issued back to your original payment method within 10 business days.
  • Depending on your bank or card provider, it may take additional time for the credit to reflect in your account.

9. Contact Information