Returns & refunds
01 ↩️ What can be returned
We accept returns within 30 days of delivery.
To qualify, the item needs to be:
- Unused and in the condition it arrived in
- Back in its original packaging
- Accompanied by proof of purchase or your order number
Items that show signs of use, damage, modification or rough handling may not be eligible for a refund.
If you're checking a carrier for fit, hold it up against your pet rather than letting them use it. That tells you most of what you need to know and keeps the item returnable.
02 🚫 What can't be returned
For hygiene and safety reasons, we can't take back:
- Carriers, slings or bedding a pet has used
- Toys that have been chewed, mouthed or played with
- Bowls, bottles and feeders that have had food or water in them
- Anything damaged after it was delivered
- Gift cards
- Final-sale and clearance items ⚠ only include if you run clearance — and mark those products clearly on their own pages too
This isn't us being awkward. Pet products that have been in contact with an animal can't be resold, and we'd rather tell you now than reject a return after you've paid to post it back.
03 💳 How refunds work
Once your return reaches us we'll check it against the conditions above and email you either way.
Approved refunds go back to your original payment method within 7–10 business days. Your bank or card provider may take a further 3–5 business days to show it on your statement.
Original shipping charges aren't refunded on change-of-mind returns. They are refunded in full if the return is down to a mistake on our end.
04 🔄 Exchanges and faulty items
Damaged, defective or wrong item? Email us within 7 days of delivery with your order number and photos of the item and its packaging. We'll arrange a replacement at no cost to you, or a full refund if you'd rather.
Want a different size or colour? Contact us before posting anything back so we can confirm the replacement is in stock. Sending an item back without checking first risks a refund instead of the swap you wanted.
05 📦 Who pays return postage
You cover return postage on change-of-mind returns.
We cover it when an item arrives damaged, faulty, or isn't what you ordered.
Use a tracked service. We can't process a refund for a parcel that never reaches us, and without tracking there's no way to establish what happened to it.
06 📨 Starting a return
- Email pawmagi321@gmail.com with your order number and what's wrong
- We'll reply within ⚠ [X] business days with return instructions and an address
- Post the item back, keeping your proof of postage
- We'll confirm receipt and process your refund
Don't post anything back before you hear from us. Returns that arrive without prior contact often can't be matched to an order, which delays or prevents your refund.
07 ⏳ Refund hasn't arrived
If it's been more than 10 business days since we confirmed your refund:
- Check your bank or payment account again — refunds sometimes post without a notification
- Contact your card provider and ask for a processing update
- Still nothing? Email pawmagi321@gmail.com with your order number and we'll chase it from our end
08 ❌ Cancelling an order
Order hasn't shipped yet? Email us and we'll cancel and refund it in full.
Once it's shipped we can't cancel, but you can return it under the 30-day policy above.
Questions: pawmagi321@gmail.com Contact page: https://pawmagi.com/pages/contact