Refund policy

Refund & Return Policy

We want you and your dog to love your Pawé Lab purchase. If something isn’t quite right, we’re here to help.

Returns

You may request a return within 21 days of receiving your order through our Returns Portal.

To be eligible for a return, your item must be:

  • Not used outdoors; a brief indoor try-on to check fit is permitted

  • Unwashed

  • Free from pet hair, marks, stains, odours and damage

  • Returned with all original tags and packaging

We recommend trying items on your dog indoors and handling them with care. Items that do not meet these conditions may not be accepted.

Indoor fitting and alterations: A brief indoor try-on to check the fit is permitted and does not prevent a return or size exchange, provided the item remains clean, unwashed, free from pet hair, marks, stains, odours and damage, with all original tags and packaging intact. Outdoor use is not permitted before a change-of-mind return. Trimmed or otherwise altered items, including coats cut along the male-dog trimming line, cannot be returned or exchanged for change of mind. This does not affect your rights for faulty, damaged or incorrect goods or under consumer law.

Return Shipping

Customers are responsible for return shipping costs for change-of-mind returns unless otherwise stated. Original shipping charges are non-refundable.

Please use a tracked shipping service, as Pawé Lab is not responsible for returned parcels that are lost or damaged in transit.

If you receive a faulty, damaged or incorrect item, please contact us before returning it so we can arrange an appropriate solution.

Exchanges

Need a different size or colour? Request an exchange through our Returns Portal within 21 days of receiving your order.

Exchanges are subject to product availability. If your preferred item is unavailable, we’ll contact you to discuss your options.

For help choosing the correct size, please visit our Dog Size Guide.

Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or incorrect, please contact us within 7 days of receiving your order.

Please include your order number and clear photos showing the issue. Do not return the item before contacting us, as our team will provide further instructions.

Refunds

Once we receive and inspect your returned item, we’ll notify you of the outcome.

If approved, your refund will be issued to your original payment method within 5 business days. Depending on your bank or payment provider, it may take a few additional business days for the funds to appear in your account.

Original shipping charges are not refundable unless the item is faulty, damaged or incorrect.

Sale Items

Sale items may be returned for store credit only within 21 days of receiving your order, provided they meet the return conditions above.

Items marked Final Sale cannot be returned or exchanged for change of mind.

Your Consumer Rights

Nothing in this policy excludes or limits any rights you may have under applicable consumer laws.

Need Help?

For assistance with a return, exchange or refund, email us at support@pawelab.com.

Thank you for choosing Pawé Lab.