Refund policy

Return & Exchange Policy

At PawPair, we want you and your furry companion to feel great in your matching outfits. Please review our exchange policy before placing an order.

1. No Returns or Refunds for Change of Mind

All sales are final, except where otherwise required by applicable law.

We do not accept returns or offer refunds for change of mind, personal preferences, or ordering the wrong size.

However, we offer size exchanges for eligible non-personalized clothing items.

2. Size Exchange Policy

We accept size exchange requests within 14 days of delivery, subject to the following conditions:

The item must be in its original, unused condition, with no signs of wear, washing, stains, damage, or alterations. Careful indoor try-on for sizing is permitted.
Original tags must remain attached, if supplied.
Exchanges are available only for a different size of the same product, colour, and design.
Exchange requests are subject to size availability.
Proof of purchase is required.

This policy applies to eligible human clothing, dog clothing, and matching outfit sets.

For matching sets, please specify whether the human size, dog size, or both need to be exchanged.

3. How to Request a Size Exchange

To request a size exchange:

Contact us through our Contact Us page within 14 days of receiving your order.
Include your order number, the item you purchased, and the size you would like to exchange for.
Wait for our confirmation and exchange instructions before sending anything back.

Please do not send items back without prior authorization.

Customers are responsible for shipping costs associated with voluntary size exchanges. Any applicable replacement shipping charges will be confirmed before the exchange is processed.

4. Personalized & Custom-Made Products

Personalized products, including our Custom Embroidered Pet Portrait Cap, are made specifically for each customer.

Once personalized production has begun, these items cannot be returned, exchanged, or cancelled for change of mind, design preferences, or customer-provided errors.

Please review all customization details and any design previews carefully before approval.

5. Damaged, Incorrect or Defective Items

If you receive an incorrect, damaged, defective, or materially misdescribed item, please contact us promptly with your order number and clear photos of the issue.

We will review the situation and provide an appropriate resolution, which may include replacement, repair, refund, or another remedy as required by applicable law.

Customers will not be charged shipping costs for remedies that PawPair is legally required to provide.

6. Order Cancellations

For standard products, please contact us as soon as possible if you need to cancel an order. Cancellation requests are subject to the order's processing status and applicable law.

For personalized products, changes or cancellations cannot be accepted once custom production has begun, except where required by law.