Refund policy

RETURN AND REFUND POLICY

Last updated: May 2026

At PawPipie, we want every dog parent to shop with complete confidence. If something is not right, we will make it right.

30-Day Return Window

We offer a 30-day return policy from the date your order is delivered. If 30 days have passed since your delivery date, we are unable to offer a refund or exchange.

To be eligible for a return, your item must be:

  • Unused and in the same condition that you received it
  • In its original packaging where possible

Items Eligible for a Full Refund

You are entitled to a full refund in the following situations:

Damaged or defective product If your item arrives damaged or defective, we will provide a full refund or free replacement. Please send us a clear photo or short video of the damage within 7 days of delivery to support@pawpipie.com. You do not need to return the damaged item.

Wrong item received If you received an item different from what you ordered, contact us within 7 days of delivery and we will send the correct item at no additional cost or issue a full refund — whichever you prefer.

Item not received If your tracking shows delivered but you have not received your order, or if your order has not arrived within 5 business days of the estimated delivery date, contact us immediately. We will investigate with our fulfilment partner and either reship your order or issue a full refund.

Lost or stolen in transit If your order is confirmed lost in transit, we will reship your order or issue a full refund.

How to Start a Return

Email us at support@pawpipie.com with:

  • Your order number
  • The reason for your return
  • A photo if the item is damaged or incorrect

We will respond within 1–2 business days with instructions. Please do not return items without contacting us first — unauthorised returns cannot be processed.

Refund Processing

Once your return or refund request is approved, your refund will be processed to your original payment method within 5–10 business days depending on your bank or card provider. You will receive an email confirmation when the refund has been issued.

Non-Returnable Items

The following items cannot be returned:

  • Items returned after 30 days of delivery
  • Items that have been used, washed, or are not in their original condition
  • Items damaged through misuse or normal wear and tear

Exchanges

If you would like to exchange an item for a different size or colour, please contact us at support@pawpipie.com. Subject to availability, we will do our best to accommodate your request.

Questions

If you have any questions about our return policy, email us at support@pawpipie.com. We aim to respond to all enquiries within 1–2 business days.