Refund policy

At Pawlixo, we want you and your pet to love every purchase. If you are not fully satisfied, we’re here to help.

Returns

We accept returns within 21 days of delivery, under two categories:

Wrong size, damaged, or defective items: Email support@pawlixo.ca with your order number, a description of the issue, and a photo. Once verified, we'll issue a full refund or replacement — no need to send the item back.

Change of mind (no longer want the item): These returns require the item to be sent back to us, unused and in original packaging, before a refund is issued. Email support@pawlixo.ca within 21 days to request a change-of-mind return; we'll confirm the return address and next steps by email (we're finalizing a dedicated return address and will have it updated here shortly — in the meantime we'll provide it directly). Customers are responsible for return shipping costs on change-of-mind returns.

 

How to Return an Item

 

(1) Email support@pawlixo.ca within 21 days of delivery with your order number and reason for return.

 

(2) For sizing, damage, or defects: include a photo. We'll confirm your refund or replacement, no shipping required.

 

(3) For change of mind: we'll reply with return instructions and address. Pack the item securely, unused, in original packaging, and ship it back using a trackable method at your own cost.

 

(4) Once received and inspected (change-of-mind returns only), we'll notify you of approval.

 

(5) Approved refunds are issued to your original payment method within 5-10 business days.

 

 

Please note:

  • Customers are responsible for return shipping costs unless the item is defective or incorrect.
  • We recommend using a trackable shipping service, as we are not responsible for lost return shipments.

Non-Returnable Items
For hygiene and safety reasons, the following items are not eligible for return:

  • Used pet products
  • Grooming items (e.g., trimmers) once opened or used
  • Items marked as Final Sale

Damaged or Incorrect ItemsIf your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photos. We will arrange a replacement or full refund at no additional cost.

 

Refunds
Once your return is received and inspected, we will notify you of the approval status.

If approved:

  • Refunds will be issued to your original payment method within 5–10 business days
  • Shipping fees (if any) are non-refundable, unless the return is due to our error

Order Cancellations
Orders can be cancelled within 12 hours of purchase. After this window, your order may already be processed and cannot be cancelled.

Late or Missing Refunds
If you haven’t received your refund:

  1. Check your bank account again
  2. Contact your credit card provider
  3. Contact your bank (processing times may vary)

If you still need help, contact us at support@pawlixo.ca.

Important Notes

  • Delivery times are estimates and may vary due to external factors
  • Pawlixo is not responsible for delays once the order has been shipped
  • Returns sent without prior approval may not be accepted