Return Policy
Return Policy
At PawsAtelier, we take great pride in the quality of our products and strive to ensure your complete satisfaction with every purchase.
General Return Guidelines
- Returns must be requested within 14 days of delivery.
- Items must be unused, unwashed, and in their original packaging with all tags attached.
- Proof of purchase (order number or receipt) is required for all returns.
- Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.
- Refunds will be processed within 7–10 business days after we receive and inspect the returned item.
- Refunds will be issued to the original payment method.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us within 48 hours of delivery at support@pawsatelier.com with photos of the damage. We will arrange a replacement or full refund at no additional cost to you.
Custom & Personalized Products — No Returns or Exchanges
Please note: All custom and personalized products are made to order and are non-returnable and non-exchangeable. Because these items are uniquely crafted to your specifications, we are unable to accept returns or offer exchanges once production has begun.
This includes, but is not limited to:
- Personalized collars, leashes, and harnesses with engraved or embroidered names
- Custom-sized or custom-color items made to order
- Any product where customization options were selected at the time of purchase
We strongly encourage you to double-check all customization details (name, size, color, etc.) before placing your order. If you have any questions prior to ordering, please reach out to us at support@pawsatelier.com.
Non-Returnable Items
In addition to custom products, the following items cannot be returned:
- Items marked as final sale
- Gift cards
- Items that have been used, washed, or altered
How to Initiate a Return
- Email us at support@pawsatelier.com with your order number and reason for return.
- Our team will review your request and respond within 2 business days.
- If approved, we will provide return instructions and a return address.
- Ship the item back securely. We recommend using a trackable shipping method.
- Once received and inspected, your refund will be processed.
Contact Us
If you have any questions about our return policy, please don't hesitate to contact us at support@pawsatelier.com. We're happy to help!