Refund policy
1. Return Eligibility (30 Days)
We accept returns for eligible items within 30 days of delivery.
To qualify for a return:
- Items must be unused, unwashed, and in original condition
- Items must be returned in original packaging
- Proof of purchase (order confirmation) is required
Returns requested after 30 days from delivery are not eligible.
2. How to Initiate a Return (Authorization Required)
Returns must be authorized before shipping.
To initiate a return:
- Contact our support team at info@betterdoglife.com
- Obtain written return approval and instructions before sending any item
Unauthorized returns, including items sent without approval, will not be accepted or refunded.
3. Custom & Personalized Products (Final Sale)
Custom or personalized products, including items with custom name tags, are non-returnable for refund.
These items are made to order and cannot be resold. By completing checkout, customers acknowledge and accept that custom items are final sale.
4. Return Shipping & Fees
- Customers are responsible for return shipping costs
- Original shipping fees are non-refundable
- Shipping Protection is non-refundable
- We require a valid tracking number to trace the return
- PawlyLab Co. is not responsible for return packages lost in transit
5. Refund Conditions & Processing
Refunds are issued only after the returned item is received and inspected.
If approved:
- Refunds are issued to the original payment method
- Processing time is up to 10 business days
- Banks or card issuers may require additional time to post the refund
No refund is due if the item is not returned in accordance with approved instructions.
6. Optional Partial Refunds (No Return Required)
In some cases, we may offer an optional partial refund without requiring a return.
- Partial refunds are not guaranteed
- Acceptance must be explicit and in writing
-If declined or not accepted, the standard return process applies.
7. Damaged or Defective Items (Upon Arrival)
If an item arrives damaged or defective:
- Contact us within 48 hours of delivery
- Email info@betterdoglife.com with:
1. Photos of the item and packaging
2. Order number
3. Brief description of the issue
Failure to notify us within 48 hours may void eligibility for replacement or resolution. Approved claims will receive a replacement at no additional cost.
8. Exchanges (Size Issues Only – 7 Days)
We offer exchanges for size issues only within 7 days of delivery.
To request an exchange:
- Email info@betterdoglife.com
- Include order number, dog’s weight/measurements, and requested size
- Follow return instructions once approved
Exchanges are processed after the original item is returned and received.
9. 90-Day Limited Warranty (Replacement Only)
PawlyLab Co. products are covered by a 90-day limited warranty from the date of delivery.
What the Warranty Covers:
- Manufacturing defects
- Material or workmanship issues under normal use
Warranty Resolution:
- Approved warranty claims will receive a replacement only
- Refunds are not issued under warranty claims
What the Warranty Does NOT Cover:
- Normal wear and tear
- Damage caused by misuse, neglect, or improper handling
- Chewing, biting, tearing, or destruction by pets
- Accidental damage or modifications
Products damaged due to pet behavior (e.g., a harness chewed by a dog) are not covered under warranty.
10. European Union (EU) Customers – 14-Day Right of Withdrawal
For orders shipped to the European Union, customers may cancel or return eligible items within 14 days of delivery, provided items are unused and in original packaging.
Custom and personalized items remain non-refundable, as permitted under EU consumer law.
11. Contact Information
For all return, refund, exchange, or warranty inquiries, contact:
📧 info@betterdoglife.com