Refund policy

Thank you for shopping at Pawthentic! We want you to be completely satisfied with your purchase. If you're not happy with your order, we are here to help.

1. Return Eligibility

We accept returns for most items within 10 days of delivery. To be eligible for a return, the product must meet the following criteria:

  • Item must be unused and in the same condition that you received it.
  • Item must be in the original packaging with all tags and accessories included.
  • Proof of purchase or order number is required.

2. Non-Returnable Items

Some items are not eligible for return, including:

  • Items marked as "final sale."
  • Personalized or custom-made products.
  • Opened pet food, treats, or grooming products for health and safety reasons.

3. How to Return an Item

To initiate a return:

  1. Contact us at 216.270.0445 or via our contact form to request a return authorization. Please provide your order number and the reason for the return.
  2. Once approved, we will send you a return shipping label (if applicable) and instructions on how to return your item.
  3. Ship the item back to us within 10 days from receiving the return authorization.

4. Return Shipping Costs

  • Domestic Returns (within the U.S.): We offer free returns for damaged or defective products. For all other returns, the customer is responsible for the return shipping costs.
  • International Returns: The customer is responsible for both the return shipping costs and any customs duties or taxes.

5. Refunds

Once we receive and inspect your returned item, we will process your refund. Refunds will be issued to the original payment method. Please allow 7-10 business days for the refund to appear in your account.

6. Exchanges

If you would like to exchange an item for a different size or color, please follow the return process above and place a new order for the item you want. We cannot guarantee the availability of an exchange item.

7. Damaged or Defective Items

If your item is damaged or defective, please contact us within 7 days of delivery. We will cover the return shipping and offer a replacement or refund, depending on your preference.

8. Contact Us

If you have any questions or need assistance with your return, please reach out to us at 216.270.0445 or via our contact form.