Returns, Exchange & Refund Policy

Last updated: 2 October 2026

At Pawshé, every piece is designed with love — for your pet and for you. We want you to get the right fit, so we offer a one-time size exchange on eligible products. Please read this policy carefully before placing your order and before requesting an exchange (see Section 2 for what’s eligible for exchange, and Section 4 for how to raise an exchange request).

1. Quick Summary

	Window	What you get
Wrong size / doesn’t fit	7 days from delivery	One-time size exchange only — customer bears the cost of sending the product back to our warehouse (self-courier or a pickup fee, see Section 4)
Damaged / defective / wrong item received	48 hours from delivery	Free replacement or refund, no cost to customer (photos and video required — see Section 3)
Change of mind (not size-related), disliked style/colour	Not applicable	Not eligible — no returns or refunds
Sale / clearance items	Not applicable	Non-returnable and non-exchangeable

We do not offer returns or cash refunds for change of mind. The only exception to our exchange-only policy is a genuinely damaged, defective, or wrongly shipped item — see Section 3.

2. Eligibility for Size Exchange

We offer a one-time size exchange on eligible products if the size you ordered doesn’t fit your pet. This is not a return — you’re exchanging the item for a different size of the same product, subject to availability.

To be eligible, an item must be:

Unused, unworn, and unwashed, with no pet hair, odour, stains, or scent
In its original condition with all tags, labels, and packaging intact
Reported within 7 days of the delivery date
Accompanied by your order ID / proof of purchase, along with clear photos and a video of the item showing its condition and tags
Not a sale or clearance item — sale items are non-returnable and non-exchangeable, unless they arrive damaged or defective

We strongly recommend checking our size guide or messaging us with your pet’s measurements before ordering — this is the best way to avoid a size exchange altogether.

3. Damaged, Defective, or Wrong Item Received

We’re sorry if this happens — we’ll make it right, free of cost to you.

Please record an unboxing video and take clear photos of the product and packaging as soon as you open your order. Photos and video are required for us to process a damaged, defective or wrong-item claim.
Email us at Pawshe.support@gmail.com within 48 hours of delivery, with your order ID and the photos and video.
We’ll verify and arrange a free reverse pickup.
Once your item(s) have passed quality check at our end, we’ll send a free replacement, or a full refund to your original payment method if a replacement isn’t available.

4. How to Raise a Size Exchange Request

Email Pawshe.support@gmail.com within 7 days of delivery with your order ID, the correct size needed, and clear photos and a video of the item with its tags attached.
We’ll confirm eligibility and share instructions. You have two ways to send the item back to us:
- Self-courier: Ship the item back to us at your own cost, using any reliable courier with tracking. We’ll share the return address. Your exchange will only be processed once the item is received at our warehouse and passes quality check.
- We arrange pickup: We can arrange a reverse pickup for a flat fee of ₹150, charged separately before pickup is scheduled.
Pack the item securely with all original tags and packaging.
Once we receive the item and it passes quality check (typically 2–4 business days), we’ll dispatch your new size — shipping from our warehouse to your address on the exchanged item is on us.
If the correct size is out of stock, we’ll offer Pawshé store credit (valid 60 days) instead of an exchange, provided the returned product passes quality check. Either way, the shipping cost of sending the incorrect-size item back to us is borne by the customer.

5. Refunds

We do not offer cash refunds for size exchanges — only a product-for-product swap or, if unavailable, store credit.
A refund to your original payment method is issued only for damaged, defective, or incorrectly shipped items (Section 3) where a replacement isn’t available.
Approved refunds are processed within 7–10 business days after receiving and inspecting the returned item.
COD orders will be refunded via bank transfer or UPI; we’ll reach out to collect these details.

6. Order Cancellations

Orders can be cancelled free of charge within 24 hours of placing the order. Email us with your order ID.
Once an order is dispatched, it can no longer be cancelled.

7. One-Time Size Exchange Per Item

To keep this fair for everyone, we offer one size exchange per item, per order. Subsequent requests on the same item will not be accepted, so please double-check your pet’s measurements before choosing the exchange size.