Refund & Return Policy

At PawSylo, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help. Please read our policy carefully before initiating a return.

For questions, contact us at:
Email: support@pawsylo.com
Phone: +1 (806) 402-3027
Address: 15450 FM 1325 APT 1737, Austin, TX 78728, United States

1. Return Eligibility

We accept returns within 30 days of the delivery date. To be eligible for a return, your item must meet the following conditions:

Item is unused and in the same condition as received.
Item is in its original packaging with all tags and accessories included.
You have proof of purchase (order confirmation email or order number).

Items returned after 30 days of delivery will not be accepted unless the item is defective or damaged.

2. Non-Returnable Items

The following items are not eligible for return:

Items that have been used, washed, or altered.
Items returned without original packaging.
Items marked as final sale or non-returnable on the product page.
Gift cards.

3. How to Initiate a Return

Email us at support@pawsylo.com with your order number and reason for return.
Our team will review your request and respond within 1–2 business days with return instructions.
Pack the item securely in its original packaging and ship it to the address provided.
We recommend using a trackable shipping method. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

4. Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved:

A refund will be issued to your original payment method within 7–12 business days.
Please allow additional time for your bank or card issuer to process and post the refund.
If you haven't received your refund after 12 business days, please contact us at support@pawsylo.com.

If your return is accepted, we will provide return instructions. For standard returns, customers are responsible for return shipping costs. If the item is damaged, defective, or incorrect due to our error, PawSylo will cover the return shipping cost or provide an appropriate resolution.

5. Exchanges

We currently do not offer direct exchanges. If you'd like a different item, please return your original purchase for a refund and place a new order for the desired item.

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us within 48 hours of delivery at support@pawsylo.com with:

Your order number.
A clear photo of the item and packaging.
A brief description of the issue.

We will arrange a free replacement or full refund at no additional cost to you.

7. Lost or Stolen Packages

PawSylo is not responsible for lost or stolen packages once marked as delivered by the carrier. If your package is missing, please:

Check around your delivery location and with neighbors.
Contact your local post office or carrier.
If still unresolved, contact us at support@pawsylo.com within 5 business days of the marked delivery date and we'll do our best to assist.

8. Order Cancellations

Orders can be cancelled before they are shipped. To cancel an order, contact us immediately at support@pawsylo.com or call +1 (806) 402-3027. Once an order has shipped, it cannot be cancelled and must go through the return process.