PawHaus Return & Exchange Policy
At PawHaus, every piece is carefully checked before it reaches you. As a small brand, we appreciate your understanding as we balance fairness for both our customers and our operations.
Returns & Exchanges
- All items sold are non-refundable unless deemed defective.
- We only accept exchanges for manufacturing defects reported within 24 hours of receiving your order.
- To be eligible:
- Item must be unused, in original condition
- All tags, packaging, and protective films must be intact
- A clear unboxing video (from sealed to inspection) must be provided
Returns that do not meet the above conditions will not be accepted.
Defects & Assessment
- All reported cases will go through our quality assessment process
- If approved, we will arrange a replacement of the same item
- PawHaus reserves the right to reject claims that do not meet our criteria
Shipping for Returns
- Return shipping will be borne by the customer
- Alternatively, items can be brought down to our office/event pop-ups for assessment
Footwear (AirPaws) Policy – Please Read Carefully
Our shoes are designed for comfort and protection, but proper fit and wearing technique are essential.
- Wear and tear is not considered a defect
- Issues arising from:
- Incorrect wearing
- Improper fit
- Dragging, friction, or abrasion during usewill not qualify for free replacement
This includes (but is not limited to):
- Sole separation
- Cracking or opening at stress points
- Fabric damage from ground contact
Even with regular human footwear, repeated stress at joint areas can cause similar wear over time.
Important Note on Fit
We strongly recommend in-person fitting where possible.
For customers who purchase without fitting:
- PawHaus will not be responsible for incorrect sizing or fit-related issues
- Shoes are non-exchangeable once worn
Goodwill Replacements
In selected cases, we may offer a one-time goodwill replacement.
This is strictly at our discretion and will not apply to future claims of a similar nature.