Refund policy

Return & Refund Policy

At Pawneko, your satisfaction matters to us. Please review our return and refund policy carefully, as our fulfillment process works a little differently from traditional retail.

30-Day Claim Window

You have 30 days after receiving your item to report an issue and request a refund or replacement.

How to Request a Refund or Replacement

Since our products are shipped directly from our fulfillment partner's warehouse, physical returns are not accepted due to shipping costs. Instead, we resolve issues through a refund or replacement, based on the evidence you provide.

To start a claim, contact us at pawneko.store@gmail.com with:

  • Your order number
  • Clear photos or a short video of the issue (required for damaged, defective, or incorrect items)
  • A brief description of the problem

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

  • If the item arrives significantly damaged or defective, we'll offer a full refund or free replacement.
  • If the item is partially damaged (minor cosmetic issues), we may offer a partial refund.
  • If you received the wrong item, contact us immediately with photos so we can send the correct one or issue a refund.

Non-Delivery Claims

If tracking shows your order as delivered but you haven't received it, please check with neighbors, household members, or your local carrier first. Unfortunately, we're unable to offer a refund for orders confirmed as delivered by the tracking carrier.

Delayed Orders

If your order hasn't arrived within the estimated delivery window and tracking shows no movement, contact us — we'll investigate with our shipping partner. Orders are generally considered delayed after 45 days (US) or 60 days (international) from the ship date.

Exceptions / Non-Refundable Situations

We're unable to offer refunds or replacements for:

  • Change of mind after the order has shipped
  • Incorrect shipping address provided by the customer
  • Subjective dissatisfaction not related to product defects (e.g., color/style preference)
  • Sale items or gift cards

Refund Timeline

Once your claim is approved, refunds are issued to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved and you still haven't received it, please contact us at pawneko.store@gmail.com.