Return and Refund Policy

At Paw & Perch, we want returns to be straightforward and transparent. Eligible items may be returned within 30 days after delivery, subject to the conditions below.

1. Return Eligibility

We offer a 30-day return policy, beginning on the date your order is delivered.

To be eligible for a return, items must be in the same condition in which they were received: unused, unworn where applicable, with original tags and packaging.

Proof of purchase may be required.

For health, hygiene, and safety reasons, we cannot accept returns of items that have been used by pets.

2. How to Start a Return

To request a return, visit our Return Center within 30 days after delivery.

Enter your order details and follow the steps to submit your return request. If you're signed into your Paw & Perch account, your eligible orders may already appear.

Once your return request has been approved, you'll receive instructions on how to proceed.

Please do not send merchandise back without prior authorization and instructions from Paw & Perch. Items returned without an approved request may not be accepted.

If you need assistance, contact us at contact@pawandperch.com.

3. Returning Multiple Items from One Order

If you wish to return more than one item from the same order, please include all items you would like to return in a single return request.

Only one return request may be submitted per order through our online Return Center.

If you've already submitted a request and need assistance with another item from the same order, please contact us at contact@pawandperch.com. We'll review your circumstances and help with the next steps.

All returns remain subject to our 30-day return window and applicable eligibility requirements.

4. Return Shipping and Fees

Eligible returns include free return shipping. Once your return is approved, Paw & Perch will provide a prepaid return label at no cost to you.

We do not charge restocking fees for eligible returns.

Please follow the return instructions provided by Paw & Perch. Do not send items back using your own postage or without prior authorization.

Original shipping charges are non-refundable unless the return results from an incorrect, damaged, or defective item.

5. Damaged, Defective or Incorrect Items

Please inspect your order when it arrives.

If an item is damaged, defective or incorrect, contact us at contact@pawandperch.com as soon as possible so we can review the issue and make it right.

Photos of the item and packaging may be requested to help us resolve the issue.

6. Exceptions and Non-Returnable Items

Certain items cannot be returned, including:

• Final sale or clearance items

• Personalized or custom items, such as engraved tags, embroidered collars or monogrammed products

• Perishable goods, including food, treats, supplements and probiotics

• Gift cards and digital products

• Opened hygiene or grooming products

• Bedding or similar items once used by a pet

• Brushes, clippers or grooming tools once used

• Chewed, worn or used pet toys

• Pet apparel showing wear, fur, odors or other signs of use

• Opened health or wellness products

• Seasonal or holiday merchandise after the applicable holiday

• Bundled or promotional items unless the complete set is returned

• Free gifts or promotional giveaways

• Items damaged through misuse, neglect or normal wear and tear rather than a product defect

If you're unsure whether an item is eligible, contact us at contact@pawandperch.com before submitting your return request.

These exclusions do not limit any rights or remedies that cannot legally be excluded.

7. Exchanges

We do not currently process direct exchanges.

The quickest way to receive a different item, size or variation is to return the eligible item and place a new order.

8. Refunds

Once your return has been received and inspected, where applicable, we'll notify you when your refund has been approved.

Approved refunds are issued to your original payment method.

Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact us at contact@pawandperch.com.