Refund policy

OVERVIEW

Exchanges / Refunds / Replacements

If you are within the 14-day return period, we offer you 3 options:

1. Exchange your item for a different size / color.
Exchanges are only available for the same style, in a different size and/or color. Exchanging for a different product is strictly not permitted. We recommend returning your original item for a refund, then placing a new order for the product you'd like instead.

2. Refund details and store credit.
By default, the refund method is store credit.

If you would like to receive a refund to your original payment method, you must indicate this on the return form, and a 15% inspection, warehousing, and processing fee will apply. Orders that are exchanged, or items returned/exchanged due to a manufacturing defect, are not subject to this restocking fee. The fee will be deducted from the original order amount, and the balance will be refunded.

Only the final price paid (after any applicable discount) will be refunded.

Discount codes or store credit cannot be reissued and are non-refundable.

3. Replacement of an incorrect or defective item.
We're so sorry for the inconvenience! Please email us at support@pawenix.com with the following details:

• Your order number
• A description of the issue (e.g., wrong item / defective item)
• A photo or video

How long does it take to receive a refund?

Refunds typically take up to two weeks to process. All refunds must be verified for authenticity and submitted to our accounting team for processing.

How do I return an item?
Every return request must be accompanied by a return form.
Please fill out this form as accurately as possible and send your item along with the form to the return address we will provide by email.
For any questions or concerns, email us at support@pawenix.com

Late or missing refunds:

• Check your bank account again
• Contact your bank or card issuer
• Processing time is usually 3–5 business days
• If you've done all of this and still have not received your refund, please contact us at support@pawenix.com

Shipping:

Customers are responsible for paying their own shipping costs when returning an item. If you receive store credit, it will match the amount you paid. If you requested a refund, you will receive exactly what you paid for the product, minus the restocking fee (if applicable).

If you requested an exchange, depending on your location, your exchanged item may take 2 to 7 weeks to arrive.

Please note:

For items valued over $50, we strongly recommend shipping your return with a trackable shipping method.

Last updated: 20 Juillet 2026