Refund Policy
Last updated: January 2026
At The Paws Promise, we want you to feel confident in your purchase. If something isn’t right, we’re here to help.
Returns
We offer a 30-day return window, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return:
- The item must be unworn and unused
- In its original condition and packaging
- With proof of purchase
To request a return, please email us at
hello@thepawspromise.com
If your return is approved, we’ll provide instructions on how to send the item back. Returns sent without prior approval may not be accepted.
Damaged or Incorrect Items
Please check your order as soon as it arrives.
If your item is damaged, defective, or incorrect, contact us immediately at hello@thepawspromise.com so we can make it right.
Items Not Eligible for Return
Some items cannot be returned, including:
- Gift cards
- Sale or clearance items
- Items marked as final sale
If you’re unsure whether your item qualifies, please reach out before sending it back.
Exchanges
If you’d like a different item, we recommend returning your original purchase (once approved) and placing a new order. This ensures the fastest processing.
European Union Customers – 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, without providing a reason.
Returned items must be:
- Unworn and unused
- In original packaging
- Accompanied by proof of purchase
Refunds
Once we receive and inspect your return, we’ll notify you of the outcome.
If approved:
- Refunds are issued to your original payment method
- Processing typically takes 5–10 business days
- Banks or card providers may take additional time to finalise the refund
If more than 15 business days have passed since approval, please contact us at hello@thepawspromise.com.
Contact Us
For any questions about returns or refunds, reach out anytime:
📧 hello@thepawspromise.com