30-day easy returns on every order. If your pet isn't obsessed with it, we'll make it right — no fuss, no gatekeeping.
Return window
You have 30 days from delivery to request a return. Items must be unused, in their original condition, and — where applicable — in their original packaging.
How to start a return
- Email support@pawquest.shop with your order number and a photo of the item.
- We'll reply within 24 hours with a return authorisation and the return address.
- Ship the item back with any tracked service. Once we receive it, your refund is processed within 3–5 business days back to your original payment method.
Damaged, defective, or wrong item?
Photograph it and email us the same day it arrives — we'll send a replacement or issue a full refund without asking you to ship it back. That's on us.
Exchanges
Wrong size or colour? Start a return for the original and place a new order for the replacement — it's the fastest way to get the right one shipped out. If the exchange is because we shipped incorrectly, we cover both directions.
Return shipping
Return shipping is on us when the return is our fault (damaged, defective, wrong item, wrong size shipped). For change-of-mind returns, the customer covers return shipping.
Refund timing
Once we receive and inspect your return we'll email confirmation. Refunds land on your original payment method within 3–5 business days after that — some banks may take a further 5–10 business days to display them.
Non-returnable items
- Perishable pet consumables (treats, food) once the seal is broken
- Custom or personalised items
- Gift cards
- Sale items marked final sale
Late or missing refunds
If it's been more than 10 business days since we confirmed your refund and you still don't see it, first check with your bank or card issuer, then email us and we'll chase it up.
Need help? Email support@pawquest.shop — we respond within 24 hours.