Return/Exchange/Refund Policy & Terms Of Use


Here at Pawloo, we want you to have complete peace of mind when you choose to shop with us. We understand that ordering online can be daunting and we want to make sure you know we are here to help from start to finish. We hope you love your items as much as we do but understand that in some cases you may need to contact us to organise a return and we are here to make this as easy as possible for you.

COUTURE REFUND/EXCHANGE GUARANTEE:

If you change your mind about the items you have purchased from us, we will refund the purchase price (minus the shipping costs) or exchange those products, subject to the following conditions:

  • The item is unworn, unwashed and unused.
  • The item returns to us in its original packaging.
  • The item arrives back to us within 30 days of you receiving. (If you are concerned for any reason that this is not possible please contact us ASAP so we may resolve with you).

All refund issues are processed through our Support Team which you can reach via our Contact Us page or by emailing info@pawloo.com. It is important to contact us ASAP as all returns require the inclusion of a slip containing your Return Authorization Number which is obtained from a member of our Support Team. We will also provide the nearest location to you where you can send your item(s) back.

If you request a refund, the purchase price excluding delivery charges and/or discounts will be refunded to you using the original payment method. This will be processed within 5 - 7 business days once we have received back the item and are satisfied with the condition. Please note that under no circumstances can we refund onto another credit/debit card for security reasons.

If you need to exchange it for the same item, send us an email at info@pawloo.com for details on how to proceed with same.

In some specific circumstances we offer store credit if a return is not viable/possible.

Please note that we cannot process exchanges/replacements or refunds after 60 days so please be sure to contact us ASAP.


Each case is unique so if you have any concerns whatsoever with your order and wish to receive further information on any of the above please do not hesitate to contact us at info@pawloo.com

DAMAGED/FAULTY ITEMS:

If the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this you will be required to provide us with photos of the issue to us via our Support Desk.

Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order/exchange or a full refund. This is down to the discretion of the Management Team.

Please also note that on occasion there may be slight color/shade disparity between the colors of our items on different platforms e.g. mobile/tablet due to tint and contrast difference and we aim to accurately demonstrate all of our products on our website as clearly as we can.

RETURN/REFUND SHIPPING COSTS:

All refunds are processed for the full amount paid for the item ordered however please note that the shipping costs are non-refundable. (include the Free shipping items)

Please also note that you are responsible for the shipping costs for returning your item. We do not provide return labels at this time. For more information please contact info@pawloo.com

ADDRESS ERRORS:

Please make sure to doublecheck your address when you are entering your details on our contact information page. If you have entered the wrong address, moved or need to change a product size/style after your order has been shipped and you have received your shipping confirmation we will be unlikely to be able to accommodate you nor offer you a refund. Please contact us ASAP if you notice a mistake or error so we can contact the warehouse.

ORDERS MARKED AS DELIVERED BY DOMESTIC POSTAL SERVICE:

If an item is marked as successfully delivered by the domestic postal service in your country (e.g. USPS/Canada Post/AusPost etc.) to the correct address provided upon ordering but has not successfully arrived to you, you will need to contact your local postal service. we will help provide the tracking info. However in this specific scenario we cannot issue a refund. Please contact us ASAP so we can help at info@pawloo.com. Each case is different so be sure to include all relevant information when contacting us.

DELAYED ORDERS:

Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page:

Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are trackable and still in transit. However on occasion items do get mislaid or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis.

Each case is different so you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us at info@pawloo.com

CLEARANCE & FINAL SALE ITEMS:

Only regular priced items may be refunded, If an item has the *Clearance* or *Final Sale* disclaimer in the description it cannot be refunded unless it has been deemed to be defective.

ELCOME EMAIL COUPON USE:

As a thank you for shopping with us we regularly email welcome coupon codes for you to enjoy on our site. They are for use on your second order ONLY or any subsequent order made after that. Please note we CANNOT cancel your first order in order that you may use a welcome coupon code on an order made directly afterwards. You are free however to use a welcome coupon code as soon as you wish once your first order has been processed.