Refund policy
Our Commitment
We want you and your cat to love your Pawvly Cat Puzzle Maze Box. If for any reason you're not happy with your purchase, we're here to make it right.
Return Window
You have 30 days from the date of delivery to request a return or exchange.
Right of Withdrawal (EU Customers)
Customers based in the European Union have the right to withdraw from their purchase within 14 calendar days of receiving the product, without needing to provide a reason.
Conditions for Return
To be eligible for a return, the item must be:
- In its original condition (unused or minimally used)
- Free from damage caused by misuse
- Returned with its original contents (bell balls included)
If the product has been significantly used or damaged due to improper use, we reserve the right to offer only a partial refund.
How to Start a Return
- Email us at contact@pawvly.store
- Include your order number, name, and reason for return
- We'll confirm your return within 1–2 business days and provide instructions
Return Shipping Costs
Unless the return is due to a defect or an error on our part, return shipping costs are the responsibility of the customer.
Defective or Incorrect Items
If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery at contact@pawvly.store with a photo of the issue. We will send a replacement or issue a full refund at no additional cost to you.
Refund Processing
Once we receive and inspect the returned item, we will notify you by email. If the return is approved, your refund will be processed to your original payment method within 5–10 business days.
Please note that original shipping costs are non-refundable unless the return is due to our error.
Exchanges
If you'd like to exchange your product for a different color or shape variant, contact us at contact@pawvly.store and we'll help you arrange it.
Questions?
We're always happy to help. Reach us at contact@pawvly.store.