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At Paws by the Valley, we are committed to providing high-quality, long-lasting products. However, we understand that sometimes things don't go as planned, and you may need to request a refund. We’re here to help and support you through the process.

1.0 Refund Eligibility

You may request a refund for any item purchased from Paws by the Valley, provided the following conditions are met:

A. The refund request is made within 30 days of receiving your order.
B. The item is returned in its original condition: unworn, unwashed, with all tags attached, and undamaged.
C. The item was not purchased during a Final Sale or End of Season Sale.

Once we receive the returned item, our team will inspect it to ensure all conditions are met.

Please note: If one or more of these conditions are not met, we may be unable to issue a full or partial refund. Additionally, refunds cannot be processed for parcels that are lost, damaged by the courier, or stolen after delivery if "safe drop" or a similar delivery option was selected.

1.1 Refund Processing Time

Refunds will be issued to your original payment method within 7 to 10 business days after approval.
Shipping fees are non-refundable, so we encourage you to carefully check sizing and product details before placing your order.
Customers are responsible for all return shipping costs.

1.2 How to Initiate a Return

To start a return, please email us at pawsbythevalley@gmail.com.

If your return is approved, we will send detailed instructions on how and where to send your item.
Returns sent without prior approval will not be accepted.

1.3 Exchanges & Change of Mind

We understand that sometimes the size or style might not be quite right, and we want to make things as easy as possible for you.

While we don’t offer direct exchanges, the fastest way to get the item you want is to:

  1. Return the original item by following our return process

  2. Place a new order for the correct size, colour, or style

We accept returns due to sizing issues or change of mind, as long as:

  • The return is initiated within 30 days of receiving your order

  • The item is in original condition, unworn, unwashed, with tags still attached.

Customers are welcome to use a courier or shipping service of their choice. Please note that we do not provide return labels, and all return shipping costs are the responsibility of the customer, unless the reason for return is due to a faulty/damaged product.

We recommend using a trackable shipping service and keeping a copy of your shipping receipt. If the return parcel is lost in transit and cannot be tracked, we won’t be able to issue a refund or store credit.

Once we receive and inspect your returned item, we’ll confirm by email and process your refund within 7 business days, depending on your payment provider.

If you need help with a return or have any questions, feel free to reach out at pawsbythevalley@gmail.com we’re happy to assist!

1.4 Incorrect Items

If you’ve received the wrong item, we sincerely apologise. Please email us as soon as possible, and include:

  • A photo of the incorrect item

  • Your order number

  • The name provided in your order

  • A description of the item you should have received

If the correct item is out of stock, we will issue a refund.

1.5 Damaged or Faulty Items

While we thoroughly test and inspect all items, if you receive a faulty or defective product, please contact us within 5 days of receiving it. Include:

  • The item name

  • Clear photos showing the fault

  • Your order number

  • The name provided in your order

If the item is still in stock, we will send a replacement. If it is sold out or unavailable, we will contact you to offer a refund or an exchange for an item of equal value.