Refund policy

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.