Refund policy
At PawLounge, customer satisfaction is important to us. We want you to feel confident when shopping for your pet, which is why eligible purchases are covered by our 30-day free return and refund policy.
1. 30-Day Return Period
You may request a return within 30 days from the date your order is delivered.
To qualify for a return, the product should generally be returned in substantially the same condition in which it was received, together with included components and accessories where applicable.
Because some of our products are pet beds and other items that may come into direct contact with animals, we may request photographs or additional information regarding the item's condition before approving a return.
2. Free Returns
Eligible returns made under this policy are free of charge. Once your return request has been reviewed and approved, our customer support team will provide the applicable return instructions.
Please contact us before returning an item. Products sent to an address without prior authorization may not be properly identified or processed.
3. Damaged, Defective, or Incorrect Products
Please inspect your order after delivery. If your product arrives damaged, defective, incomplete, or different from the item you ordered, contact us as soon as reasonably possible at support@pawlounge.site.
Please include your order number and clear photographs showing the issue when applicable. We will review the information and work toward an appropriate solution, which may include replacement, refund, or another remedy depending on the circumstances.
4. Return Process
To request a return:
- Email support@pawlounge.site.
- Include your name and order number.
- Identify the product you wish to return.
- Briefly explain the reason for your return.
- Include photographs if the product is damaged, defective, or incorrect.
- Wait for our return instructions before shipping the product.
5. Refunds
Once an approved return has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method used for the purchase. The time required for the refund to appear in your account may vary depending on your bank, card issuer, or payment provider.
6. Order Cancellations
If you wish to cancel an order, please contact us as quickly as possible. We will make reasonable efforts to accommodate your request.
However, once an order has entered processing or has already been shipped, cancellation may no longer be possible. You may instead request a return after delivery in accordance with this policy.
7. Exchanges
If you would like a different size, style, or product, please contact our customer support team. Depending on availability and order status, we will provide appropriate instructions.
8. Contact
For return or refund assistance:
Email: support@pawlounge.site
Telephone: (888) 288-2016
Address: 7300 Rue Saint-Zotique Est, Montréal, QC H1M 2W5 96 Cheltenham Ave, North York, ON M4N 1P9, Canada, Canada