Refund policy

Last updated: October 20, 2026

Return and Refund Policy

At Pawberry, we aim to provide a clear and fair shopping experience. This Return and Refund Policy explains how to request a return, which products may qualify, who is responsible for return shipping costs, and how refunds are processed.

1. 90-Day Return Window

Pawberry offers a 90-day return window from the date your order is delivered for eligible purchases, subject to the conditions in this policy.

To request a return, contact us at contact@pawberry.shop within 90 days after delivery.

Please include your order number and a brief explanation of your request. This voluntary return policy does not limit any consumer rights or remedies available under applicable law.

2. Return Eligibility

For ordinary change-of-mind returns, the following conditions apply:

  • Your return request must be submitted within 90 days after delivery.
  • The product must be unused and in its original condition.
  • Original packaging should be included when reasonably available and appropriate.
  • You must contact Pawberry and receive return instructions before shipping the product back.
  • The product must be sent to our return address in Section 13.

We may inspect returned products to determine whether they meet the requirements for an ordinary return.

These conditions for ordinary change-of-mind returns do not remove rights or remedies that may apply to damaged, defective, or incorrectly supplied products under applicable law.

3. How to Request a Return

Step 1: Contact us

Email contact@pawberry.shop within 90 days after delivery. Include your order number and explain why you would like to return the product.

Step 2: Wait for our review

We will review your request and inform you whether it is approved under this policy. If approved, we will email you the return instructions.

Step 3: Prepare your return

Pack the product carefully and include its original packaging when reasonably available and appropriate.

Step 4: Ship the product

Follow the return instructions provided by our support team. Return shipping is free: Pawberry pays the return-shipping cost for all approved returns.

We recommend using a shipping service that provides tracking and keeping your proof of shipment.

Step 5: Inspection and refund decision

After the returned product is received, we will review its condition and determine whether it qualifies for a refund. We will communicate the outcome of the review.

Step 6: Refund processing

If your refund is approved, we will process it within 7 business days after the returned product has been received and the refund approved. Refunds are issued to the original payment method, where supported by the payment provider.

4. Return Shipping Costs

Ordinary change-of-mind returns

If you return an eligible product because you changed your mind, ordered the wrong item, or no longer want it, Pawberry pays the return-shipping cost. When you contact us, we will explain how your return shipping will be paid. There are no return or restocking fees.

Damaged, defective, or incorrect products

If your product arrives damaged, defective, or different from what you ordered, contact us before arranging a return. We will review the issue and provide appropriate instructions. You will not be charged additional costs to correct a confirmed error for which Pawberry is responsible.

5. Damaged or Defective Products

If your product arrives damaged or defective, please contact contact@pawberry.shop and include:

  • Your order number.
  • A description of the damage or defect.
  • Photographs of the product or packaging, if available and helpful.

Please report the issue within 7 days of delivery where possible so we can review it promptly.

We will assess the information and determine an appropriate resolution based on the circumstances and applicable consumer rights. Depending on the issue, the resolution may include a refund, replacement, or another appropriate remedy.

You will not be charged additional costs to correct a confirmed issue for which Pawberry is responsible.

6. Incorrect Items Received

If you receive a product different from the one you ordered, email contact@pawberry.shop with your order number, a description of the issue, and photographs if available.

We will review the order details and provide instructions for resolving the issue. If we made an error with your order, we will correct it without charging you additional costs.

7. Refund Approval and Processing Time

Once a returned product has been received, we will review the return and determine whether a refund is approved.

Approved refunds will be processed within 7 business days after the returned product has been received and the refund approved.

  • Refunds are issued to the original payment method, where supported by the payment provider.
  • Business days exclude weekends and applicable holidays.
  • Your bank or payment provider may require additional time to post the refund.
  • The time required for the funds to appear in your account depends on your financial institution or payment provider.

Processing a refund does not mean the funds will appear immediately in your account.

8. Refund Method

All approved refunds are issued to the original payment method used for the purchase, subject to the procedures of the payment provider.

If you have questions about a refund, please contact us with your order number.

9. Late or Missing Refunds

If your refund has been approved but you have not received the funds:

  1. Check the account associated with your original payment method.
  2. Contact your bank or payment provider to ask whether the refund is still being processed.
  3. Allow for any additional posting time required by your financial institution.
  4. If you still cannot locate the refund, contact contact@pawberry.shop.

Please include your order number so we can assist you in reviewing the refund status.

10. Order Cancellations

If you wish to cancel an order, contact contact@pawberry.shop as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before dispatch. Once an order has entered the shipping process, cancellation or modification may no longer be possible.

If your order has already shipped, you may request a return after delivery in accordance with this policy. Nothing in this section limits cancellation or refund rights that apply under relevant laws.

11. Exchanges

Direct exchanges are not guaranteed. Return shipping for exchanges is free. If you would prefer a different product, contact us at contact@pawberry.shop with your order number to discuss the available options.

For damaged, defective, or incorrectly supplied products, we will provide an appropriate resolution consistent with applicable consumer rights.

12. Products That Do Not Meet Return Conditions

An ordinary change-of-mind return may be declined under this voluntary policy if the product has been used, is no longer in its original condition, or does not meet the eligibility requirements described above.

Each return will be reviewed based on its circumstances. These conditions do not automatically exclude damaged, defective, or incorrectly supplied products from remedies required by applicable law.

13. Return Address and Instructions

Please email us before sending any product back. Once your return is approved, send it to the address below.

Return Address:
Pawberry Returns
8075 Sawyer Brown Rd, APT 1620
Nashville, TN 37221
United States

14. Original Shipping Charges

Pawberry offers free standard shipping on all orders shipped to any of the 50 U.S. states, including Alaska and Hawaii, with no minimum purchase requirement.

Return shipping is free for all approved returns and exchanges, including change-of-mind returns. If a product is damaged, defective, or incorrectly supplied, we will handle the correction without charging the customer to correct our error.

Any refund of shipping charges, where applicable, will be handled in accordance with the circumstances and applicable consumer-protection laws.

15. Orders Not Shipped Within the Expected Time

Our estimated order processing time is 1–2 business days. If an order cannot be shipped within the promised period, we will follow applicable requirements for notifying customers about delays and offering appropriate cancellation or refund options.

Where required by law, customers may cancel an order that has not shipped and receive the applicable refund without waiting for the ordinary 90-day return process.

16. Contact Information

For return, refund, exchange, or cancellation questions, please contact us using the details below:

  • Business name: Pawberry
  • Email: contact@pawberry.shop
  • Phone: +1 (901) 445-3933
  • Business hours: 9:00 AM–5:00 PM Central Time

Return Address:
Pawberry Returns
8075 Sawyer Brown Rd, APT 1620
Nashville, TN 37221
United States

17. Consumer Rights

This policy describes Pawberry's voluntary return procedures. Nothing in this policy excludes, restricts, or limits any rights or remedies available to consumers under applicable federal or state law.

Where applicable law provides additional protections or requires a different cancellation, return, or refund procedure, those requirements will apply.

18. Changes to This Policy

We may update this policy to reflect changes in our business practices or applicable legal requirements. Updated terms will be published on our website.

Changes will not remove rights already established under applicable law or unlawfully override terms governing completed purchases.

19. Our Commitment to You

At Pawberry, we value your trust. We aim to provide clear information, helpful communication, and a straightforward process for handling return and refund requests.

If you have a question or concern about an order, please contact us so we can review the circumstances and provide appropriate assistance.

Thank you for choosing Pawberry — Thoughtfully Made for the Pets You Love.