Refund policy

Return & Refund Policy

Last updated: 01/04/2026

Thank you for shopping with The Pawfy, operated by Ticos LTD.

Due to the nature of our products, all items are made to order through our fulfillment partner. Please read our policy carefully before making a purchase.

Returns

We do not accept returns or exchanges for reasons such as:

  • Wrong size selected

  • Change of mind

  • Buyer’s remorse

  • Incorrect shipping information provided by the customer

As all products are custom-made upon order, they cannot be restocked or resold.

Damaged, Defective or Incorrect Items

If you receive an item that is:

  • Damaged

  • Defective

  • Incorrect (wrong item or design)

Please contact us within 7 days of delivery at:

  • hi@thepawfy.com

Include:

  • Your order number

  • Clear photos of the issue

  • A brief description

If your claim is approved, we will offer a free replacement or a full refund, at no additional cost.

Refunds

Refunds are only issued in the following cases:

  • Items that arrive damaged or defective

  • Incorrect items sent by mistake

  • Orders that are lost in transit (confirmed by carrier)

If approved:

  • Refunds will be processed to your original payment method

  • Processing time: 5–10 business days (depending on your bank)

Exchanges

We do not offer direct exchanges.

If you want a different product, size, or design:

  • You must place a new order

  • Ensure all product details are correct before purchasing

Order Cancellations

Orders can only be canceled within a short window after purchase.

Because orders are processed quickly:

  • Once production has started, cancellations are no longer possible

To request a cancellation, contact us immediately at:

  • hi@thepawfy.com

Shipping Issues

We are not responsible for:

  • Incorrect shipping addresses provided by the customer

  • Packages marked as delivered by the carrier

  • Delays caused by carriers, customs, or external factors

However, we will always do our best to assist you in resolving any issue.

European Union 14-Day Cooling-Off Period

If your order is delivered to a country within the European Union, you may have the right to cancel your order within 14 days of receiving it.

However, this right does not apply to:

  • Custom-made or personalized products

As all our items are made to order, this exception generally applies.

Contact Us

If you have any questions about this policy, you can contact us at:

hi@thepawfy.com
Ticos LTD