Paw & Knit – Return & Refund Policy

At Paw & Knit, we are committed to providing comfortable, high-quality pet sweaters and clothing designed to keep pets warm, cozy, and stylish.

If something is not right with your order, we will work to resolve it clearly, fairly, and efficiently.

✅ Eligibility for a Return or Refund

You may request a return or refund within 14 days of receiving your order if:

• You contact us within the 14-day return period
• The product is unused and has not been worn by a pet
• The product has not been washed, altered, or damaged
• The product is returned in its original packaging
• All tags, labels, and accessories are included
• The item is clean and in a resellable condition
• The product arrived damaged, defective, incomplete, or incorrect

For hygiene reasons, pet clothing that has been worn may not be eligible for return unless it is defective.

🚫 Non-Refundable Items

We do not normally accept returns for:

• Products that have been used or worn by a pet
• Items containing pet hair, dirt, stains, odors, scratches, or bite marks
• Products that have been washed, dried, altered, or repaired
• Items returned without their original packaging, tags, or labels
• Custom, personalized, or made-to-order products
• Final-sale or clearance items
• Products marked as non-returnable at checkout
• Items damaged through misuse or improper handling
• Products damaged by chewing, biting, scratching, or pulling
• Damage caused by incorrect washing or failure to follow care instructions
• Incorrect sizes selected without following the product size chart
• Normal wear and tear

📝 How to Request a Return

To request a return, refund, replacement, or exchange, please contact our support team and provide:

• Your full name
• Your order number
• The product name
• A brief explanation of the issue
• Clear photographs or videos of the product, where applicable
• Photographs of the original packaging
• A photograph of the shipping label if the product arrived damaged or incorrect

Please keep the product and all packaging until your request has been reviewed.

🔄 Return and Refund Process

1. Review and Approval

Our support team will review your request and determine whether the product qualifies for a return, refund, replacement, or exchange.

We may request additional photographs, videos, measurements, or other information where necessary.

Submitting a request does not automatically guarantee approval.

2. Return Instructions

If your return is approved, we will provide:

• The approved return address
• Packaging instructions
• Shipping instructions
• Any applicable return authorization information

Please do not send a product back before receiving approval from Paw & Knit.

Unauthorized returns may be rejected or delayed.

3. Return Shipping Costs

Return shipping costs are normally the customer’s responsibility.

Paw & Knit will cover or reimburse reasonable return shipping costs when:

• The product is defective
• The product arrived damaged
• The wrong product was delivered
• The product received is materially different from the item ordered

We recommend using a trackable shipping service.

Paw & Knit is not responsible for returned packages that are lost or damaged during return transportation.

4. Inspection of Returned Products

Once the returned product has been received, our team will inspect it.

We will check whether:

• The product is unused and unworn
• The product is clean and free from pet hair, stains, dirt, and odors
• The original packaging and tags are included
• The product has not been washed or altered
• The returned item matches the approved return request

Returns showing signs of use, damage, missing parts, or improper care may be rejected or qualify only for a partial refund.

5. Refund Issuance

Once the returned product has been received, inspected, and approved:

• The refund will be issued to the original payment method
• Paw & Knit normally processes approved refunds within 5–7 business days
• Your bank, card provider, PayPal, or payment processor may require an additional 3–10 business days to credit the amount to your account

The total refund time may vary depending on the payment method and financial institution.

You will receive a notification after your refund has been approved or issued.

🔁 Exchanges and Replacements

Where available, Paw & Knit may offer a replacement or exchange instead of a refund.

An exchange or replacement may be offered when:

• The product arrived damaged or defective
• The wrong item, size, or color was delivered
• A replacement product is available in stock

If the customer selected the wrong size or color, the customer may be responsible for return shipping and the cost of sending the replacement product.

All exchanges are subject to product availability.

📏 Incorrect Size or Fit

Customers are responsible for reviewing the size chart and measuring their pet before placing an order.

Recommended measurements may include:

• Neck circumference
• Chest circumference
• Back length
• Pet weight, where applicable

Sizing may vary between different products.

A product may not qualify as defective simply because the selected size does not fit when the customer did not follow the product measurements or size guidance.

Eligible unused sizing returns may still be accepted under the standard 14-day return conditions.

📦 Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 48 hours of delivery.

Please provide:

• Your order number
• A description of the issue
• Clear photographs or videos of the product
• Photographs of the packaging
• A photograph of the shipping label

Depending on the circumstances, we may offer:

• A replacement
• An exchange
• A full refund
• A partial refund
• Store credit, where applicable

❌ Order Cancellation

Customers may request to cancel an order within 24 hours of placing it.

Paw & Knit normally requires 1–3 business days to process and prepare an order for shipment.

An order may be cancelled if:

• The cancellation request is submitted within the permitted 24-hour period; and
• The order has not yet been shipped or handed over to the courier.

Once an order has been shipped, it cannot be cancelled. The customer may request a return after delivery, subject to this Return & Refund Policy.

🚚 Shipping Charges

Original shipping charges are generally non-refundable.

Shipping charges may be refunded when:

• The entire order was defective
• The wrong order was delivered
• The order was cancelled because of an error made by Paw & Knit
• A shipping refund is required by applicable consumer law

Express, priority, or upgraded shipping charges may not be refundable if the delivery service was successfully provided.

📌 Important Notes

• All returns must receive prior approval
• Products must be returned to the address provided by our support team
• Products must be securely packaged for return shipping
• Items must be returned in their original condition
• Used pet clothing may be rejected for hygiene reasons
• Missing packaging, tags, or accessories may reduce the refund amount
• Shipping fees are non-refundable unless the product is defective, damaged, or incorrect
• Paw & Knit may reject returns that do not meet the requirements of this policy
• Excessive, fraudulent, abusive, or suspicious return requests may be refused
• Refunds are normally issued only after the returned product has been received and inspected

💬 Need Help?

For questions about returns, refunds, replacements, exchanges, or order cancellations, please contact us through our Contact Us page.

Our support team will work to keep your Paw & Knit shopping experience clear, fair, and worry-free.