The 30-day happy-pet guarantee
30-day happy-pet guarantee — if it's not right, we'll make it right. That's the whole policy, really. Pets are wonderfully unpredictable: some dive straight into a new bed, some side-eye it for a week. If something you ordered isn't working out, we'll fix it — no hoops, no guilt, no arguing with a robot.
How it works
- Email us at support@pawlull.shop within 30 days of delivery.
- Include your order number and a couple of photos of the item (and the issue, if there is one — a quick phone snap is perfect).
- Tell us which you'd prefer: a replacement or a refund. Your call.
- We'll reply within 1 business day with the next step — usually that's it.
Do I have to send the item back?
Often, no. For smaller items, we may not ask you to return anything at all — shipping a lick mat across the ocean helps nobody. If a return is needed, we'll tell you exactly where to send it before you pay for any postage, so there are never surprise costs. Wait for our confirmation before sending anything back.
Damaged or wrong item?
If your order arrives damaged, or we sent you the wrong thing entirely (we're human — it can happen), that one's on us. Email us photos within 30 days of delivery and we'll send a free replacement, no return required in most cases. If you'd rather have a refund instead, just say so.
Refund timing
Once your refund is approved, we send it back to your original payment method. It typically appears within 5–10 business days, depending on your bank or card issuer. We'll email you the moment it's issued so you know it's on the way.
How to start a return or refund
Email support@pawlull.shop with the subject line "Guarantee — order #XXXX". Include your order number, photos, and whether you'd like a replacement or refund. That's everything we need — we'll take it from there and reply within 1 business day.
A note on fair use
The happy-pet guarantee exists so you can shop for a worried pet without worrying yourself. It covers genuine problems — wrong size, unhappy pet, damage, our mistakes. We trust our customers, and almost everyone is lovely. We just reserve the right to decline requests that look like a pattern rather than a problem (for example, repeated claims across many orders). Fair? Fair.