Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at hello@pawcart.co. Please note that returns will need to be sent to the following address: 7 Bell Yard, London, WC2A 2JR, United Kingdom

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@pawcart.co.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@pawcart.co.

1. Returns

  • Return Window: You may request a return within 30 days of receiving your order.

  • Condition of Items: To be eligible, items must be unused, unwashed, and in their original packaging with all tags and accessories included.

  • Proof of Purchase: A valid order number or receipt is required to process a return.

To start a return, please email hello@pawcart.co with:

  • Your order number

  • The product(s) you’d like to return

  • A brief explanation of the reason for the return

Our team will reply with a return authorization and instructions.
Please do not send items back without first contacting us—unauthorized returns may not be accepted.

2. Refunds

  • Once we receive and inspect your return, we’ll email you to confirm.

  • Approved refunds will be issued back to your original payment method (credit card, PayPal, Shop Pay, etc.).

  • Refunds typically appear on your statement within 5–10 business days, depending on your bank or card issuer.

Shipping charges are non-refundable, except where we made an error (e.g., defective or incorrect item).

3. Exchanges

Need a different size, color, or variant?
The fastest way is to return the original item for a refund and place a new order for the replacement.

4. Non-Returnable Items

For health and hygiene reasons, the following cannot be returned:

  • Items that have been used or show signs of wear

  • Final-sale or clearance items

  • Gift cards

5. Damaged or Incorrect Items

If you received a defective or incorrect product, contact hello@pawcart.co within 7 days of delivery with your order number and clear photos of the issue.
We’ll send a free replacement or arrange a full refund.

6. Cancellations

Orders can be canceled within 12 hours of placement for a full refund.
After 12 hours, the order may already be processing or shipped and must follow the return procedure above.

7. Lost or Stolen Packages

Once a package is marked “delivered” by the carrier, PawCart is not responsible for loss or theft.
We recommend contacting the carrier directly or filing a claim if this occurs.

Contact Us

Questions about your order?
Email us at hello@pawcart.co and include your order number for faster assistance.