Refund policy
Last Updated: August 5, 2026
At PawGliss, we are committed to providing high-quality pet products and excellent customer service. If you are not completely satisfied with your purchase, we're here to help.
This Return & Refund Policy explains your rights and our procedures regarding returns, refunds, replacements, and exchanges. By placing an order with PawGliss, you agree to the terms outlined below.
1. 14-Day Return Policy
We offer a 14-day return policy, which means you have 14 calendar days after receiving your order to request a return.
To be eligible for a return, your item must:
- Be in the same condition that you received it.
- Be unused, unworn, and free from damage caused after delivery.
- Include all original packaging, tags, accessories, manuals, and components where reasonably possible.
- Be accompanied by your receipt, proof of purchase, or order confirmation.
To start a return, please contact us at:
Email: Pawglissofficial@gmail.com
Please do not send any product back without contacting us first. Once your return request has been reviewed and approved, we will provide the correct return instructions and return address.
Returns sent without prior authorization may be refused or experience delays in processing.
2. Damaged, Defective or Incorrect Items
Please inspect your order immediately after delivery.
If you receive:
- A damaged item
- A defective product
- An incorrect item
- A product with missing parts or accessories
please contact us within 7 days of delivery.
To help us resolve your request as quickly as possible, please provide:
- Your order number
- Your full name
- A description of the issue
- Clear photographs or videos showing the problem
After reviewing your claim, we may offer:
- A replacement product
- A full refund
- A partial refund where appropriate
Approved replacement orders are generally processed within 2–5 business days, subject to product availability.
3. Lost or Undelivered Orders
If your order has not arrived within the estimated delivery timeframe shown in our Shipping Policy, please contact us.
We will investigate the shipment with our shipping partners.
If the package is confirmed lost during transit, we will provide either:
- A replacement, or
- A full refund.
If tracking information indicates that the package has been delivered but you believe you have not received it, we may ask you to cooperate with the shipping carrier during the investigation before a refund or replacement can be approved.
4. Order Cancellations
Orders may be cancelled free of charge before they have been processed or dispatched.
Once an order has been shipped, it can no longer be cancelled. However, eligible customers may still request a return after delivery in accordance with this policy and applicable consumer protection laws.
5. Exceptions / Non-Returnable Items
Unless defective or otherwise required by applicable law, we cannot accept returns for:
- Perishable goods (including pet food and treats)
- Personalized or custom-made products
- Opened health, hygiene, or grooming products
- Hazardous materials
- Flammable liquids or gases
- Gift cards
- Digital products
- Clearance or final sale items where permitted by law
If you are unsure whether your product qualifies for a return, please contact us before submitting a return request.
6. Exchanges
The quickest way to receive a different product is to return the original item (if eligible) and place a new order after your return has been approved.
We also replace products that arrive damaged, defective, or incorrect.
7. European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days of receiving your order without giving any reason, unless an exception under applicable law applies.
To exercise this right:
- Notify us within the 14-day withdrawal period.
- Return the item in its original condition with all packaging, tags, and proof of purchase where reasonably possible.
You are responsible only for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
Nothing in this policy limits or excludes your statutory consumer rights under applicable law.
8. Return Shipping Costs
If the return is due to:
- A damaged item
- A defective product
- An incorrect item
- An error made by PawGliss
we will arrange an appropriate solution or cover reasonable return shipping costs where required by law.
If you are returning an item because you changed your mind, you are generally responsible for the return shipping costs unless applicable consumer protection laws provide otherwise.
9. Refunds
Once your returned item has been received, we will inspect it, usually within 5 business days.
After inspection, we will notify you by email whether your refund has been approved.
If approved:
- Your refund will be issued to your original payment method.
- Refund processing may take 3–10 business days, depending on your bank or payment provider.
Original shipping charges are generally non-refundable unless:
- We sent the wrong product.
- The item arrived damaged or defective.
- A refund of shipping costs is required under applicable law.
If more than 15 business days have passed since your refund was approved, please contact us.
10. Delivery Delays Beyond Our Control
Although we work closely with our shipping partners to ensure timely delivery, delays may occasionally occur due to circumstances beyond our reasonable control, including but not limited to:
- Customs inspections
- Severe weather
- Natural disasters
- Transportation disruptions
- Postal service delays
- Strikes
- Government actions
- Other force majeure events
Where such delays occur, we will work with you to provide updates and an appropriate solution whenever possible.
11. Fraud Prevention
To protect both our customers and our business, PawGliss reserves the right to refuse returns or refunds that do not meet the requirements of this policy or where there is evidence of misuse, fraudulent activity, or abuse of our return process.
This provision does not affect any rights you may have under applicable consumer protection laws.
12. Contact Us
If you have any questions about returns, refunds, exchanges, or your order, please contact our Customer Support team.
Email: Pawglissofficial@gmail.com
Please include:
- Your order number
- Your full name
- A description of your request
- Photos or videos (if applicable)
We aim to respond to customer inquiries within 24–48 business hours.
13. Your Consumer Rights
Nothing in this Return & Refund Policy limits or excludes any rights you may have under applicable consumer protection laws.
Where local consumer protection laws provide greater rights than those described in this policy, those legal rights will always take precedence.