Refund policy

PawLume Return & Exchange Policy

At PawLume, we are dedicated to providing high-quality accessories, toys, and essentials for your pets. Please read our policy carefully before completing your purchase.

1. Strict No Refund & No Exchange Policy Because orders are processed immediately through specialized fulfillment centers, all sales are final.

  • No Refunds: We do not offer cash, credit card, or store credit refunds under any circumstances (including change of mind, ordering the wrong size, or unwanted items).

  • No Exchanges: We do not accept physical returns or exchange products for different sizes, colors, or items once an order has been placed.

2. Damaged or Defective Items On Arrival We stand behind the condition of our products when they leave the warehouse. If your item arrives physically damaged, factory-defective, or incorrect due to a fulfillment error, you are covered under our Replacement Guarantee within 7 days of delivery:

  • Gather Proof: Take 2–3 clear photos or a short video showing the damaged/defective item alongside the shipping box label.

  • Contact Support: Email our team at pawlumee@gmail.com with your Order Number and attached media proof.

  • Exact Replacement: Once verified, we will reship an exact duplicate of the item you ordered at no additional cost. We do not swap items for different products or models.

3. Order Cancellations & Modifications Orders enter automated dispatch rapidly (within 2 to 12 hours). Once an order is placed, it cannot be canceled, modified, or swapped for another product. Please verify your items, sizes, and shipping address carefully prior to checkout.

4. Incorrect Address & Returned Packages PawLume is not responsible for packages delivered to an incorrect address provided by the customer or packages returned due to failed delivery attempts. Re-shipping charges will apply if a package must be resent.

5. Contact Support For any questions regarding a damaged or defective delivery, reach out to us:

  • Email: pawlumee@gmail.com

  • Response Time: Within 48 hours (Monday – Friday)

  • Website: www.pawlumee.shop