Refund policy


Effective Date: February 8, 2026 Location: Albuquerque, New Mexico

At Pawlabs LLC, our goal is your complete satisfaction. We understand that sometimes a product may not be the perfect fit for your pet. That is why we have designed a return process that is as simple and transparent as possible.

1. 30-DAY SATISFACTION GUARANTEE

We offer a 30-day return window for most of our products. If you are not satisfied with your purchase, you may initiate a return within 30 days from the date of delivery.

2. ELIGIBILITY FOR RETURNS

To be eligible for a return, the following conditions must be met:

  • The item must be in its original packaging.

  • The item must be in the same condition that you received it (unused, unworn, or with original tags).

  • You must provide a receipt or proof of purchase.

Non-Returnable Items:

  • Perishable goods (such as treats or food) that have been opened.

  • Personalized or custom-made products.

  • Items marked as "Final Sale" at the time of purchase.

3. RETURN PROCESS

To start a return, please follow these steps:

  1. Contact our support team at care@pawlabs.shop with your order number and the reason for the return.

  2. If your return is accepted, we will send you instructions on where to send your package.

  3. Return Shipping: Unless the item is defective or the return is a result of our error, the customer is responsible for the cost of return shipping.

4. REFUNDS AND PROCESSING

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account, then contact your credit card company, as it may take some time before your refund is officially posted.

5. DAMAGED OR INCORRECT ITEMS

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at our Albuquerque office so that we can evaluate the issue and make it right. In these cases, Pawlabs LLC will cover all shipping costs for the replacement.

6. EXCHANGES

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. CANCELLATIONS

Orders can only be canceled before they have been processed for shipping. Once an order has been handed over to the carrier (UPS/FedEx/USPS), the standard return policy applies.

8. CONTACT US

For any questions regarding returns, please visit our headquarters or mail us at:

Email: support@pawlabs.shop