Refund policy
Last updated 2026-09-30
This policy explains how to return an order to Pawmu and how refunds are handled. It forms part of our Terms of Service and does not affect your rights under applicable consumer protection law.
At a glance
| Returns window | 30 days from delivery |
|---|---|
| Condition required | Unused, in original packaging |
| Return shipping | Paid by you, unless the item was faulty |
| Restocking fee | None |
| Refund issued within | 5–10 business days of receipt |
| Return address | Pawmu, 1537 G St, Rio Linda, CA 95673, United States |
1. Your returns window
You may return most items within 30 days of delivery. To be accepted, an item must be unused, in the condition you received it, and in its original packaging with any tags still attached.
2. How to start a return
- Email us with your order number and which items you are returning, and why.
- We will reply within 1 business day confirming the return and the address to send it to.
- Pack the items securely and send them back using a tracked service.
Please contact us before sending anything back. A parcel that arrives unannounced takes considerably longer to identify and process, and we cannot refund a return we never receive — so please keep your tracking number until the refund appears.
Returns are received at:
Pawmu, 1537 G St, Rio Linda, CA 95673, United States
3. Who pays return shipping
Return shipping is paid by you, except where the item arrived damaged, faulty or was not what you ordered — in those cases we cover it. The original shipping charge is not refunded on a change-of-mind return.
There is no restocking fee on any return.
4. Refunds
Once your return arrives we will inspect it and email you to confirm the outcome. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few days more to post it to your statement, which is outside our control.
We refund the price you paid for the returned items. The original shipping charge is refunded only where the entire order is returned because of our error or a faulty item.
5. Damaged, faulty or incorrect items
Tell us within 48 hours of delivery and include photographs of the item and its packaging. We will send a replacement or refund you in full including shipping, and we will cover the cost of returning the item. You will never pay return shipping for our mistake.
6. What we cannot accept back
- Items that have been used, washed or damaged after delivery, beyond the handling reasonably needed to inspect them.
- Grooming tools and similar items that have been used on an animal, on hygiene grounds.
- Items returned more than 30 days after delivery.
- Gift cards.
If a return does not meet these conditions we will contact you before taking any action. We can return the item to you at your cost, or dispose of it if you prefer.
7. Exchanges
The fastest way to exchange for a different size or colour is to return the original for a refund and place a new order. That way the replacement ships immediately rather than waiting for your return to reach us.
8. Cancelling an order
You can cancel an order in full for a refund at any point before it is dispatched. Contact us as soon as possible. Once the carrier has scanned the label we can no longer stop it, and the order has to be handled as a return instead.
9. Contact
Email support@pawmu.com, call +1 917 818 2839, or use the contact form. We reply within 1 business day. Our support hours are Monday to Friday, 9am – 5pm PT. Postal address: Pawmu, 1537 G St, Rio Linda, CA, 95673, United States.