Return & Refund Policy

Last updated: September 16, 2026

This Return & Refund Policy applies to purchases made through pawlorette.com.

Pawlorette is owned and operated by NOBLE DESIGN LIMITED.

Purchasing and Receiving Your Order

To purchase a product, select the item and available options on pawlorette.com, add it to your cart, and complete payment through checkout. An order confirmation will be sent to the email address provided during checkout.

Your order will be delivered to the shipping address you provide. Once available, tracking information will be sent by email so you can monitor your delivery.

30-Day Return Window

Eligible products may be returned within 30 calendar days after delivery.

The return request must be submitted within this 30-day period. Requests made after the return window may not be accepted unless otherwise required by applicable law.

Return Eligibility

To qualify for a return, an item must be:

  • Unused, unwashed, and undamaged

  • Unworn, except for a brief and careful fitting

  • Free from pet hair, stains, odors, and other signs of use

  • In its original condition

  • Returned with its original packaging, labels, tags, and accessories

  • Accompanied by an order number or other proof of purchase

Items that do not meet these conditions may be rejected.

Personalized, customized, clearance, or final-sale products may have additional return restrictions. Any applicable restriction will be clearly stated on the product page or before purchase.

How to Request a Return

To request a return, email service@pawlorette.com within the applicable return period and provide:

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Clear photos or videos, where relevant

Our customer service team will review your request and provide return authorization and instructions.

Do not return a product before receiving authorization. Unauthorized returns may be delayed or rejected.

Return Address

Please do not send returns to our registered business address.

Once your return request has been approved, our customer service team will provide the appropriate return warehouse address and detailed return instructions.

Returns sent to an incorrect or unauthorized address may be delayed or rejected.

Return Shipping Costs

Preference-Based Returns

Customers are responsible for return shipping costs when returning an item because of:

  • A change of mind

  • An incorrect size or color selection

  • Ordering the wrong product

  • Another preference-based reason

Original shipping charges are generally non-refundable for preference-based returns.

We recommend using a trackable shipping service and retaining proof of shipment until the return has been completed.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, incorrect, or materially different from its product description, contact us promptly with your order number and clear photos or videos.

After reviewing the issue, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer. Where a return is required because of our error or a qualifying product issue, Pawlorette will provide a prepaid return label or reimburse reasonable return shipping costs according to the instructions provided by our customer service team.

Non-Returnable Items

The following items generally cannot be returned:

  • Worn, washed, stained, altered, damaged, or contaminated products

  • Items containing pet hair or odors

  • Products without their original packaging, labels, or tags

  • Personalized or customized products

  • Clearance or final-sale products clearly marked as non-returnable before purchase

  • Gift cards

  • Items returned after the 30-day return period

These restrictions do not affect any mandatory rights available under applicable consumer law.

Exchanges

To request a different size, color, or product, email us within the 30-day return period.

Exchanges are subject to return eligibility and product availability. If a direct exchange is unavailable, you may be asked to return the original item for a refund and place a new order.

Order Changes and Cancellations

Contact us as soon as possible if you need to change or cancel an order.

We will make reasonable efforts to accommodate your request, but changes or cancellations cannot be guaranteed once an order has entered processing or shipment preparation.

We do not charge a cancellation fee for an order successfully canceled before shipment.

Return Inspection

We will notify you after the returned item has been received and inspected.

If the return meets the eligibility requirements, it will be approved for a refund. If a return cannot be accepted, we will explain the reason and provide available options where applicable.

We do not charge a restocking fee for eligible returns accepted under this Policy.

Refund Method and Timing

Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received and inspected.

After the refund is issued, your bank, card issuer, or payment provider may require additional time to post the funds to your account.

If an approved refund has not appeared after your payment provider’s normal processing period, contact your bank or payment provider first. If the refund remains missing, email us with your order number.

Contact Us

If you have questions about purchasing, delivery, returns, exchanges, damaged items, cancellations, or refunds, please contact us:

Brand Name: Pawlorette
Company Name: NOBLE DESIGN LIMITED
Registered Address: Flat/Unit 205, 2/F, Free Trade Centre, No. 49 Tsun Yip Street, Kwun Tong, Kowloon, Hong Kong
Email: service@pawlorette.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST.

We aim to respond to customer inquiries within 1-2 business days.