Refund policy


At PAWSHCO, every piece is created with care, craft, and attention to detail. We want you and your pet to be happy with your order, so this policy is designed to be clear, fair, and easy to understand.

Please read this policy carefully before placing your order. If you need help with sizing, we recommend contacting us before checkout.

1. Before You Order

The most common reason for fit issues in pet clothing is incorrect measurement.

Before placing your order, please:

  • Measure your pet using the Size Guide available on the product page.
  • Measure the neck circumference, chest circumference, and back length.
  • Choose the larger size if your pet is between two sizes.
  • Contact us on WhatsApp before ordering if you are unsure about the correct size.

A correct fit helps ensure your pet is comfortable and your order meets expectations.

2. Size Exchanges

We offer a 2-day size exchange on standard products from the date of delivery.

If the outfit does not fit your pet correctly due to a sizing issue, you may request an exchange for a different size, subject to availability and the conditions below.

Conditions for Size Exchange

To be eligible for a size exchange:

  • The exchange request must be raised within 2 days of delivery.
  • You must contact us via WhatsApp or email with your order number.
  • You must share a clear photo of your pet wearing the outfit, showing the fit issue.
  • The product must be returned in its original condition.
  • The product must be unworn beyond trial/fitting.
  • The product must be unwashed and unaltered.
  • All original tags and packaging must be intact.
  • The product must be free from pet hair, odour, stains, or damage.

Once we receive and inspect the returned product, the replacement size will be dispatched within 8–10 working days.

Shipping Charges for Size Exchange

For size exchanges:

  • Return shipping of the original item to PAWSHCO will be paid by the customer.
  • Shipping cost for the replacement piece will also be paid by the customer.

If the requested size is unavailable, we will issue a PAWSHCO store credit for the full product value. Store credit will be valid for 6 months from the date of issue.

3. Wrong, Damaged, or Defective Item Received

If you receive an incorrect, damaged, or defective item, PAWSHCO will take full responsibility.

This includes:

  • Wrong product received
  • Wrong colour received
  • Damaged item received
  • Defective item received

What You Need to Do

Please contact us within 48 hours of delivery via WhatsApp or email with:

  • Your order number
  • Clear photographs of the issue
  • Photos of the packaging, if applicable

Once verified, we will arrange a replacement at no extra cost to you.

For approved cases of wrong, damaged, or defective items:

  • PAWSHCO will cover shipping charges in both directions.
  • A replacement will be arranged subject to availability.
  • If a replacement is unavailable, store credit will be issued within 7–10 business days.

4. Items Not Eligible for Exchange or Return

The following items cannot be exchanged or returned:

  • Sale or clearance items
  • Custom or personalised orders
  • Products made to specific measurements provided by the customer
  • Products that have been worn beyond trial/fitting
  • Products that have been washed, altered, or damaged
  • Products returned without original tags or packaging
  • Products with pet hair, odour, stains, or visible signs of use
  • Products for which the exchange request is raised after the eligible time window

Sale and clearance purchases are final.

5. Refunds

PAWSHCO does not offer cash refunds for:

  • Change of mind
  • Incorrect size selection
  • Incorrect measurements provided by the customer
  • Colour variation due to screen display or photography lighting
  • Delayed delivery caused by courier, customs, or external circumstances

For damaged, defective, or incorrect items, a replacement will be provided wherever possible.

If a replacement is not available, PAWSHCO will issue store credit within 7–10 business days.

6. How to Raise an Exchange or Refund Request

To raise a request, please contact us within the eligible time window.

Contact Details
Email: support@thepawshco.com

Please include:

  • Your order number
  • The issue you are facing
  • Clear photos of the product
  • A photo of your pet wearing the outfit, if the issue is related to sizing or fit

Our team will respond within 24–48 hours with the next steps.

If your request is approved, you will need to ship the product back to the address shared by our team. Please pack the item carefully in its original packaging.

Once the product is received and inspected, your exchange or store credit will be processed as per the timelines mentioned above.

7. Handcrafted Product Disclaimer

Each PAWSHCO outfit is handcrafted by skilled artisans.

Slight natural variations in fabric texture, embroidery placement, colour tone, or finishing may occur. These are part of the handcrafted nature of the product and are not considered defects.

Such variations make every PAWSHCO piece unique.

8. Contact for Policy Queries

For any questions related to exchanges, returns, refunds, or sizing, please contact us:
Email: support@thepawshco.com
Instagram: ThePawshCo
Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM IST