Returns or exchanges

We accept returns on items within 14 days of receipt. Items should be unworn, in originally good condition, with all Paw House tags attached, in the original packaging. Items that are damaged or soiled will not be accepted and may be returned to the customer.

Items non-eligible for returns or exchanges:

• Customized according to buyer's request items
• Clothes made according to individual measurements
• Gift cards
• Final sale items
• Items damaged through normal wear and tear.

Please note that buyer is responsible for all additional shipping charges. 

To initiate a return or exchange of an item, please email us at support@pawhousestore.com with a corresponding subject and order number. Please include the following information in the email:

1. Your order number
2. Reason for return\exchange
3. Attach photos and videos of the product that you want to return or exchange - in good quality, unretouched
4. Any relevant comments

After the return or exchange is pre-accepted, we will let you know the address to which you’d need to mail the item(s). Next step is for us to receive the item and evaluate its condition. Please allow up to ten days for item to be processed for return or exchange. Please note that items that are damaged or soiled through normal wear and tear will not be refunded and may be returned to the customer. If the return or exchange is accepted, we will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If you want to exchange an item, just make a new order at pawhousestore.com

As soon as your returns have arrived at our warehouse, you will receive a confirmation form us by email. Depending on your payment method for your order the refund may take up to 5 days.

Refund

If your parcel is delayed, please contact us at support@pawhousestore.com 
We will file a report to the post to find out the official status of the parcel and reason for delay. We encourage the client to file the report for a missing item to their local post as well to help speed up the process.

A refund can be processed or another parcel shipped only if the parcel is officially considered to be lost or returned to us. Please note that we do not refund the cost of shipping, only the cost of product if the parcel is lost or returned to us. 

Colors 

We have made every effort to display as accurately as possible the colors of our products that appear on the Site. We cannot guarantee that your computer monitor's display of any color will be accurate.

Damages and issues

Please inspect your order upon reception and contact us at support@pawhousestore.com immediately if the item is defective, damaged or if you receive the wrong item. You will need to provide a proof of damage or defect - a photo or video in good quality, unretouched. Please allow up to 5 business days for us to evaluate the issue. If the issue is our fault, we will process a refund for the item or make a new item at no extra shipping or product charge for you.