Refund policy

Last updated: August 28, 2026

We want every MyPawVerse order to arrive exactly as expected. Our 30-Day MyPawVerse Order Protection gives you a clear path to support when an order is damaged, defective, incorrect, materially different from its product page, or not delivered. It is designed to protect genuine order issues while keeping our prices and free standard shipping sustainable.

30-Day MyPawVerse Order Protection

Please email support@mypawverse.com within 30 days of delivery—or, for a missing order, within 30 days of the estimated delivery date—if:

Your item arrives damaged or defective.
You receive the wrong product, size, colour, variant, or personalization because of an error by MyPawVerse or a fulfillment partner.
The product is materially different from the description, measurements, or size chart shown when you ordered.
Your parcel is confirmed lost, or it has not arrived after the stated delivery window and carrier follow-up indicates a delivery problem.

After reviewing the details, we will provide the appropriate solution. Depending on the issue, this may be a replacement, refund, repair, or another remedy required by applicable law. When the problem is caused by MyPawVerse, a fulfillment partner, or the carrier, you will not be charged reasonable return or replacement shipping costs.

Choosing the right size, colour, and option

Please review the product description, measurements, size chart, and selected options before checkout. If you are unsure, contact us before ordering and we will gladly help.

Unless applicable law requires otherwise, we do not offer voluntary returns or refunds for a change of mind, personal preference, a customer-selected incorrect size, colour, or variant, or measurements or personalization details entered incorrectly by the customer. If the item you receive materially differs from the product page or the option you ordered, it is covered by our 30-Day Order Protection.

Personalized and made-for-you products

Personalized products are created from the names, photos, wording, colours, sizes, engraving details, or other selections submitted with the order. They are final sale once production begins and are not eligible for a change-of-mind return, refund, or cancellation.

Our quality promise still applies. If a personalized item arrives damaged, defective, incorrect, or different from the customization details you submitted because of our error, contact us within the protection period and we will make it right.

Digital gift cards

Because a digital gift-card code carries value as soon as it is issued, gift-card purchases are final sale and cannot be returned, cancelled, or refunded, except where required by applicable law or when MyPawVerse must correct an order or delivery error. If the email does not arrive or the code does not work as expected, contact us so we can verify the order and help. Please review our Gift Card Terms for complete details.

Health, hygiene, and other exceptions

For the safety of pets and customers, opened pet food, treats, consumables, used grooming or hygiene products, and opened products that cannot be safely resold are not eligible for a voluntary return. This does not remove protection for a verified defect, damage, incorrect item, or any right that cannot legally be excluded.

Delivery details and unclaimed parcels

Please provide a complete and accurate shipping address and collect your parcel when required. Unless applicable law requires otherwise, delays, returns, or reshipping caused by an incorrect or incomplete customer-provided address, a refused delivery, or an unclaimed parcel are not covered as a voluntary refund. Contact us promptly if tracking suggests the carrier lost, damaged, or misdelivered the parcel.

How to request help

Email support@mypawverse.com before sending anything back. Include:

Your order number and the email address used at checkout.
A clear description of the issue.
Clear photos or video of the item, packaging, label, or customization when relevant.

We may ask you to keep the item or return it to an approved address. Please wait for our instructions; products sent without authorization may not be processed.

Return shipping and refund timing

MyPawVerse covers reasonable return shipping when a verified problem was caused by us, a fulfillment partner, or the carrier. For a return made under a mandatory change-of-mind right, the customer is responsible for return shipping where the law permits.

After an approved return is received, we aim to inspect it within 3 business days. Approved refunds are normally issued to the original payment method within 7–10 business days. Your bank or payment provider may need additional time. If applicable law requires a different method or deadline, that requirement will apply.

If an eligible purchase was paid partly or fully with a gift card, the gift-card-funded portion will be returned to the same gift card.

United Kingdom cancellation rights

If you are a consumer in the United Kingdom, eligible non-personalized online purchases may be cancelled within 14 days after you receive the goods, as provided by law. After notifying us, you generally have a further 14 days to return the goods. You are responsible for return shipping where permitted, and you may be responsible for diminished value caused by handling beyond what is reasonably necessary to inspect the goods. Personalized products and certain sealed hygiene goods may be exempt. Contact us before returning anything so we can provide instructions.

Your mandatory consumer rights

Nothing in this policy limits any right or remedy that cannot legally be excluded under the consumer-protection laws that apply to you. Where those laws provide a repair, replacement, refund, cancellation right, or other remedy, MyPawVerse will honour that right.

Order changes and cancellations

Orders begin preparation shortly after checkout. Contact us as soon as possible if you need a change or cancellation. We will make every reasonable effort to help before a standard product ships, but changes cannot be guaranteed once preparation begins. Personalized products cannot normally be changed or cancelled once production starts, and issued digital gift cards are final sale, subject to applicable law.