Refund policy

30-Day Return Policy

You have 30 days after receiving your order to request a return.

To be eligible for a return, the item must be in its original condition, with no signs of extended wear, use, damage, alteration, washing, or misuse, and must include its original packaging and accessories. Proof of purchase is required.

To request a return, please contact us at support@pawschills.com before sending your item back. Once your return request is approved, we will provide the designated return address and return instructions.

Please do not send your order back without prior authorization. Unauthorized returns or items sent to an address other than the designated return address may not be accepted.

Return Shipping

For returns that are not the result of a defective, damaged, or incorrect item, customers are responsible for arranging and paying for return shipping.

Original shipping charges, if any, are non-refundable unless the return is due to an error on our part or otherwise required by applicable law.

We strongly recommend using a trackable shipping service and keeping your shipping receipt and tracking number.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If you believe you received a damaged, defective, or incorrect item, contact us as soon as possible.

To help us evaluate the issue, please provide your order number along with clear photos and/or a short video showing the reported problem. We may request additional information reasonably necessary to verify the issue and determine the appropriate resolution.

If available, please also provide photos or video showing the condition of the package when it arrived, including any unboxing footage.

Issues related solely to fit, sizing, personal preference, comfort, or a change of mind are not considered manufacturing defects. However, if we sent a different size or product from what you ordered, please contact us so we can make it right.

Exchanges

If you need a different size or product, please contact us before returning your order. Our Customer Support team may be able to offer an alternative solution that saves you the time and cost of returning the original item.

You may also return an eligible item according to this policy and place a separate order for the replacement.

Refunds

Once your return is received, we will inspect it and notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days. Your bank or card issuer may require additional time to post the refund.

If more than 15 business days have passed since we approved your refund, please contact support@pawschills.com.

Final Sale & Non-Returnable Items

Items clearly identified as Final Sale before purchase are not eligible for return, except where required by applicable law or where the item arrives defective, damaged, or incorrect.

Certain products may also be non-returnable for health, safety, hygiene, customization, or other reasons where permitted by applicable law. Any product-specific restriction will be clearly disclosed before purchase.

European Union

If your order is delivered into the European Union, any mandatory cancellation or return rights available under applicable consumer law remain unaffected by this policy.