Refund policy

The Paw Lounge – Return, Refund & Exchange Policy

At The Paw Lounge, we want you to be completely happy with your purchase. Please take a moment to review our policy before placing an order.

Personalised Items

Non-refundable & Non-exchangeable: Because all personalised items are custom-made, we cannot accept returns, refunds, or exchanges unless the item arrives damaged or faulty.

Non-Personalised Items

Returns Accepted: Non-personalised items may be returned within 14 days of delivery at the buyer’s cost.

Condition of Return: Items must be returned in their original packaging, unused, and in good condition.

Inspection: All returns will be inspected upon arrival. Refunds will only be issued if the item meets the above conditions.

Exchanges

Non-personalised items only may be exchanged within 14 days of delivery.

The buyer is responsible for the cost of returning the original item.

Exchanges are subject to stock availability. If the requested item is not available, a refund will be issued instead.

Refund Process

Once your return has been inspected and approved, a refund will be issued to your original payment method.

Please allow up to 5–10 working days for the refund to be processed and appear in your account.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us at thepawlounge@hotmail.com within 7 days of delivery with details and photos. We will arrange a replacement, exchange, or refund as appropriate.