Refund policy

Return Policy

Effective Date: March 2026

We Want You to Love Your Purchase

If you're not completely satisfied with your PawVault purchase, we offer hassle-free returns within 30 days. Here's how it works.

Return Window

  • Return Deadline: You have 30 days from the delivery date to initiate a return.
  • Grace Period: We're flexible—if you need a few extra days, contact us at support@pawvaultshop.com and we'll work with you.

Return Conditions

To qualify for a return, items must meet the following criteria:

  • Unused: The product must be unused and in its original, unused condition.
  • Original Packaging: Items must be in the original packaging with all accessories, tags, and materials included.
  • No Damage: The item should not have been damaged due to misuse or negligence.

Non-Returnable Items

The following items cannot be returned:

  • Items damaged due to misuse or negligence
  • Used, worn, or damaged products
  • Items without original packaging or missing components
  • Custom or personalized orders (contact us before purchasing)
  • Pet toys or products that have made contact with pets (for hygiene reasons)

How to Initiate a Return

  1. Contact Us: Email support@pawvaultshop.com with your order number, reason for return, and photos of the product if applicable.
  2. Get Approval: We'll review your return request and provide a return authorization number and shipping instructions within 24-48 hours.
  3. Ship It Back: Pack the item securely and ship it to the address provided in your return authorization email.
  4. We'll Process Your Refund: Once we receive and inspect your return, we'll process your refund.

Return Shipping

  • Standard Returns: Return shipping costs are the responsibility of the customer.
  • Defective Products: If the item is defective or arrived damaged due to our error, PawVault will cover return shipping. Simply indicate this in your return request.
  • Use Tracked Shipping: We recommend using a tracked shipping method so you can monitor your return package.

Refund Processing

  • Timeline: Refunds are processed within 5-7 business days of us receiving your return.
  • Original Payment Method: Refunds are credited back to your original payment method.
  • Bank Processing: Depending on your bank, it may take 3-5 additional business days for the funds to appear in your account.
  • Return Shipping Cost: Standard return shipping costs are not refunded unless the item was defective or damaged upon arrival.

Defective or Damaged Products

If your product arrived defective or damaged, we want to make it right. Please:

  1. Email photos and a description to support@pawvaultshop.com within 48 hours of delivery.
  2. We'll either ship a replacement immediately or process a full refund.
  3. In many cases, we'll let you keep the defective item—no need to return it.

Exchanges

Want to exchange your item for a different size or color? Great! Email us at support@pawvaultshop.com with your exchange request. We'll help you swap it out quickly.

Questions?

If you have questions about our return policy, please contact us at support@pawvaultshop.com. We're here to help!