Refund policy

Refund & Return Policy

Last updated: September 24, 2026

We want you to be completely satisfied with your purchase from Pawpellea. If something isn't right or you are not completely satisfied with your purchase, we are here to help. This policy outlines our procedures for returns, refunds, and exchanges to ensure a fair and transparent process.

1. Return Eligibility

We accept returns under the following conditions:

•Timeframe: The return request must be initiated within 30 Days of Delivery.

•Condition: The item must be unused, in the same condition that you received it, and in its original packaging with all tags and accessories included.

•Exclusions: Items marked as final sale or non-returnable at the time of purchase are not eligible for return. Certain categories, such as personalized items or perishable goods, may also be excluded; these will be clearly stated in the product descriptions.

2. How to Initiate a Return

To initiate a return, you have two convenient options:

1.Via Email: Please contact us at support@pawpellea.com with your order number and reason for return. We will respond within 24 business hours with detailed return instructions.

2.Via Phone: Call our customer service team at +1 (850) 542-2793 with your order number and reason for return. Our representatives are available during business hours to assist you.

Please do not send your item back before receiving authorization. Once your return is approved, you will receive detailed instructions on how and where to send your package. We recommend using a trackable shipping method.

Returns must be sent to: 5901 Applecross St N, St. Petersburg, FL 33709, United States

Items sent back without first requesting a return will not be accepted.

3. Refunds

Upon receiving and inspecting your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 10 Business Days. Please note that your bank or payment provider may take additional time to post the refund to your account.

4. Exchanges

We offer exchanges for items of equal value, subject to product availability. To request an exchange, please follow the same process as a return and clearly indicate the item you wish to exchange for in your communication with our support team.

5. Restocking Fees

Pawpellea does not charge any restocking fees for eligible returns. We believe in a straightforward return process without hidden costs.

6. Handling Damaged, Incorrect, or Missing Items

We strive for perfection, but sometimes issues occur during transit or fulfillment. Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

•Damaged or Incorrect Items: If you received a damaged or incorrect item, please contact us within 30 Days of Delivery with your order number and a clear photo of the issue. We will send a replacement or issue a full refund at no additional cost to you.

•Product Never Arrived: If your package has not arrived within the estimated delivery timeframe and tracking is inconclusive, please contact us. After a thorough investigation with the shipping carrier (which may take up to 7 business days), if the product is confirmed lost, we will offer a full refund or a replacement shipment at no additional cost.

7. Return Shipping Costs

•Customer Responsibility: For standard returns (e.g., change of mind, unwanted item), the customer is responsible for the return shipping costs.

•Pawpellea Responsibility: If the return is due to our error (e.g., damaged, defective, or incorrect item), we will cover the return shipping costs.

8. Order Cancellation

Customers may request a cancellation within 24 hours of placing the order, provided the order has not yet been processed or shipped. Once an order has entered the shipping phase, it cannot be cancelled and must follow our standard return process.

9. Contact Us

For any questions or concerns regarding our Refund & Return Policy, please reach out to our dedicated support team.

•Email: support@pawpellea.com

•Phone: +1 (850) 542-2793

•Business Address: 5901 Applecross St N, St. Petersburg, FL 33709, United States

•Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

"We reserve the right to update this policy at any time. Any changes will be posted on this page and will not affect orders already placed."