Refund policy

We want you to feel confident shopping with Pawmoriva. If you are not satisfied with an eligible product, you may request a return within 30 days after confirmed delivery.

Return Eligibility

To qualify for a return, the item must be unused, unworn, unwashed, free of pet hair, odor, stains, and damage, with original tags, accessories, manuals, and packaging. Proof of purchase is required. Returns must be authorized before shipment.

Non-Returnable Items

For health, hygiene, and safety reasons, we do not accept returns of:

Opened or used grooming, oral-care, eye-care, ear-care, cleaning, or liquid products;
Used brushes, clippers, grooming gloves, bedding, carriers, harnesses, toys, feeding items, or products that have contacted an animal;
Personalized, customized, clearance, final-sale, or gift-card items;
Products damaged through misuse, chewing, normal wear, failure to supervise, or failure to follow instructions.

This restriction does not apply where the item arrived damaged, defective, incorrect, or where return rights are required by applicable law.

Damaged, Defective, or Incorrect Items

Inspect your order promptly after delivery. Contact service@pawmoriva.com within 7 days of delivery and provide your order number, a description of the issue, and clear photographs or video of the item, packaging, and shipping label. Once verified, we may offer a replacement, partial refund, or full refund as appropriate.

Return Process

Email service@pawmoriva.com with your order number and reason for return. If approved, we will provide return instructions and the applicable return address. Do not send a return to our business address unless we specifically instruct you to do so. Unauthorized returns may be refused.

Unless the product is confirmed damaged, defective, incorrect, or otherwise required by law, return shipping costs are the customer’s responsibility. Original shipping charges are non-refundable. We recommend using a trackable shipping method; we are not responsible for returns lost in transit.

Refunds

Approved refunds are issued to the original payment method after the returned item has been received and inspected. Please allow 3–7 business days for inspection and approval. After issuance, banks or payment providers may require an additional 5–10 business days to post the refund.

Exchanges

We do not offer direct exchanges. If a return is approved, you may place a new order for the preferred item, size, or color.

Order Changes and Cancellations

Contact us within 12 hours of placing your order if you need to change or cancel it. We cannot guarantee changes or cancellation after processing begins. Once shipped, the order cannot be canceled.

Missing or Stolen Packages

If tracking shows “delivered” but you cannot locate the package, check with household members, neighbors, building management, and the carrier. Contact us promptly if the package remains missing. Carrier confirmation and supporting information may be required before a resolution is offered.