Refund policy
Last Updated: July 2026
Welcome to Pawsera.store.
At Pawsera, we believe every pet deserves a comfortable place to rest, and every customer deserves a shopping experience built on trust, transparency, and peace of mind. Inspired by the Scandinavian Pet Lifestyle, our commitment is simple: provide thoughtfully selected pet comfort products backed by fair policies and responsive customer care.
This Return & Refund Policy explains how returns, exchanges, replacements, and refunds are handled when you purchase products from Pawsera.store. By placing an order through our website, you acknowledge that you have read and agreed to the terms described below.
Our Promise
Shopping online should feel simple and worry-free. While we strive to ensure every order arrives in perfect condition, we understand that unexpected situations can occur during shipping or after delivery.
If something isn't right with your purchase, our support team will work with you to find a fair and timely solution.
Our goal is not simply to complete a transaction—we want to build long-term trust with every pet owner who chooses Pawsera.
30-Day Return Policy
We proudly offer a 30-day return period for eligible products.
You may request a return within 30 calendar days from the date your order is delivered.
To qualify for a return, products should meet the following conditions whenever reasonably possible:
- Returned within 30 days of delivery
- In clean condition
- Free from excessive wear or intentional damage
- Include original accessories if applicable
- Not altered or modified after delivery
If a product has been used only for normal inspection or brief testing, it may still qualify for a return depending on its condition.
Free Returns
Pawsera proudly offers FREE returns on eligible orders.
Customers will not be charged restocking fees for approved returns.
If a prepaid return label is available for your region, we will provide one after your return request has been approved.
In locations where prepaid labels are unavailable, our customer support team will provide detailed return instructions and discuss available reimbursement options when applicable.
Return Eligibility
Products may be returned for reasons including, but not limited to:
- You changed your mind
- Incorrect item received
- Wrong size ordered
- Product arrived damaged
- Product arrived defective
- Manufacturing issue
- Shipping damage
- Missing components
- Item does not match its description
- Quality concerns
We review every request individually to ensure the fairest possible outcome.
Non-Returnable Items
For hygiene, safety, and product integrity, certain products may not qualify for return, including:
- Items intentionally damaged after delivery
- Products modified by the customer
- Items showing excessive misuse
- Products missing essential components due to customer handling
- Gift cards
- Digital products (if offered)
- Clearance or final sale items clearly marked as non-returnable
If you are unsure whether your purchase qualifies, please contact our support team before sending anything back.
Damaged or Defective Products
Please inspect your package as soon as it arrives.
If your order arrives:
- Damaged
- Broken
- Defective
- Incomplete
- Incorrect
please contact us within 7 days after delivery.
To help us resolve your request quickly, please include:
- Your order number
- A brief description of the issue
- Clear photographs of the product
- Photos of the shipping box if damaged
- Photos of the shipping label when applicable
Most cases are reviewed within a few business days.
Depending on the situation, we may offer:
- A replacement
- A full refund
- A partial refund
- Store credit
- Another appropriate resolution
Incorrect Orders
If you receive the wrong item, please let us know immediately.
We will work quickly to arrange:
- A replacement shipment
- A return label if necessary
- A refund when appropriate
There will never be additional charges for correcting an error made by our fulfillment process.
Lost Packages
If your tracking information indicates delivery but your package cannot be located, please:
- Check around your property
- Ask household members
- Check with neighbours
- Contact your local carrier
If the package still cannot be located, please reach out to Pawsera.
We will investigate the shipment with the carrier and determine the most appropriate solution.
Exchange Policy
At this time, Pawsera primarily processes exchanges by creating a new replacement order after the original item has been approved for return.
This process helps reduce delays and ensures inventory accuracy.
If you need a different:
- Size
- Colour
- Style
please contact us before placing another order.
Refund Process
Once your returned item has been received and inspected, we will notify you regarding the status of your refund.
Approved refunds are generally processed using the original payment method.
Depending on your payment provider, financial institution, or card issuer, processing times may vary.
Most customers receive their refund within several business days after approval.
Partial Refunds
In certain situations, a partial refund may be issued instead of a full refund.
Examples include:
- Missing accessories
- Minor cosmetic wear
- Products returned with incomplete packaging
- Items showing reasonable signs of use beyond normal inspection
Every case is evaluated individually.
Refund Methods
Refunds are normally issued through the original payment method used during checkout.
Where this is not possible, Pawsera may provide another mutually agreed refund method permitted by applicable regulations.
Order Cancellation
Orders may be cancelled before they enter processing.
Because we work quickly to prepare shipments, cancellation requests should be submitted as soon as possible.
Once an order has been packed or shipped, cancellation may no longer be possible.
Instead, customers may request a return after delivery.
Refused Deliveries
If a shipment is refused without prior communication, additional shipping or carrier fees may be deducted from any eligible refund where permitted by applicable laws.
We encourage customers to contact us first if delivery issues arise.
Processing Time for Returns
Typical timeline:
Return request review
1–3 business days
Return shipment
Depends on carrier
Inspection after arrival
1–5 business days
Refund processing
3–10 business days depending on payment provider
Actual times may vary during holidays or periods of unusually high demand.
Quality Commitment
Every Pawsera product is carefully selected with comfort, durability, and everyday practicality in mind.
Although no manufacturing process is perfect, we continually monitor customer feedback to improve our products and services.
If a quality issue occurs, we genuinely want to hear from you.
Sustainable Returns
As part of our Scandinavian-inspired philosophy of thoughtful consumption, we strive to minimise unnecessary waste.
Whenever practical, we encourage responsible packaging reuse and environmentally conscious return practices.
Small choices help create a healthier world for both people and pets.
Customer Responsibilities
Customers are responsible for:
- Providing accurate shipping information
- Inspecting orders promptly
- Contacting us within the stated timeframe
- Packaging returned products securely
- Following return instructions provided by our support team
Failure to follow return instructions may delay processing.
Fraud Prevention
To protect all customers, Pawsera reserves the right to investigate unusual return activity, including repeated excessive returns, suspected fraud, abuse of promotional offers, or intentionally false claims.
This policy helps maintain fair service for every customer.
International Orders
Pawsera proudly serves customers worldwide.
Return procedures may differ depending on destination country, customs regulations, and local carrier availability.
Our support team will always provide the most suitable return instructions for your location.
Limitation of Liability
To the maximum extent permitted by applicable law, Pawsera shall not be responsible for indirect, incidental, or consequential damages arising from product use, shipping delays, carrier issues, or circumstances beyond our reasonable control.
Nothing in this policy limits rights that customers may have under applicable consumer protection laws.
Policy Updates
We may update this Return & Refund Policy periodically to reflect operational improvements, legal requirements, or service changes.
The latest version will always be published on Pawsera.store.
Continued use of our website after updates constitutes acceptance of the revised policy.
Contact Us
If you have any questions regarding returns, refunds, replacements, or exchanges, our customer care team is always happy to help.
Pawsera.store
Address
2065 Sherbrooke St W
Montreal, Quebec H3H 1G6
Canada
Phone
(780) 413-7550
Thank you for choosing Pawsera.store. We appreciate the trust you place in us to provide comfortable, thoughtfully designed products that help pets rest better and live happier lives. Our goal is to make every shopping experience as calm, dependable, and comforting as the products we offer.