Refund policy
We want you to love what you bring home. If something isn't right, here's how returns work. Please kindly read this policy in full before requesting a return.
Return window: We accept returns of eligible items within 30 days of delivery. After 30 days, all items are final sale.
All returns require authorization: We don't accept unauthorized returns. To start a return, email support@paw-leaf.com with your order number, the item(s), and the reason(s). Our team will confirm whether your item is eligible and provide return instructions. Please don't send anything back before you've received authorization —unauthorized returns may not be accepted or refunded.
To be eligible, items must be:
- Unused, unwashed, and in original condition
- With all original tags attached
- In original packaging
- Returned within the 30-day window, with authorization
- Returned along with any free item(s)
Final sale — not eligible for return or exchange:
- Towels, rugs, and other body-contact textiles once opened (hygiene)
- Gift / promotional items (including botanical magnets and other order gifts)
- Sale, clearance, and promotional-discount items
Return shipping: Customers are responsible for return shipping costs, except where an item is defective or we made an error. Original shipping charges are non-refundable.
Condition on arrival: All returns are inspected on receipt before a refund is approved. We reserve the right to determine whether an item has been used, washed, or is no longer in resalable condition.
- If an item is returned without its tags or original packaging, or in less-than-resalable condition, we may issue store credit instead of a cash refund, or apply a restocking fee of up to 15% or a partial refund.
- Refunds are not issued while a return is in transit — only after the item is received and inspected.
Refunds: Approved refunds are issued to the original payment method, minus original shipping and any applicable fees. Depending on your bank, refunds may take up to two billing cycles to appear.
Exchanges: Eligible items may be exchanged within the return window for an item of equal value, subject to availability and the same condition requirements above. If you'd rather not wait, you're welcome to place a new order and return the original for a refund. Sale items are final sale but may be exchanged within 7 days of delivery if they meet all eligibility requirements.
Order cancellations: Cancellation is time-sensitive and isn't always possible once an order is placed. We can't add items to or edit an existing order. If you need to cancel or correct an order, contact us at support@paw-leaf.com as soon as possible — before it ships. Orders cannot be cancelled through your account.
Damaged or defective items: If your item arrives damaged in transit or has a manufacturing defect, email support@paw-leaf.com within 7 days of delivery with photos. We'll arrange a replacement or a refund — your choice. Please don't discard the item or packaging until we've resolved it.
Not covered: Normal wear and tear (e.g. fabric softening or fraying after washing, surface marks from everyday use of felted goods) is not considered a defect and isn't eligible for return.
Questions? Reach us at support@paw-leaf.com.