Refund policy

Return & Refund Policy

Thank you for shopping with Pownestly. We are committed to providing high-quality pet products and excellent customer service. If you are not completely satisfied with your purchase, we're here to help.

Please read this Return & Refund Policy carefully before placing an order.

Contact Information

Store Name: Pownestly

Website: https://pownestly.com

Email: support@pownestly.com

1. Return Eligibility

We offer a 30-day return policy from the date your order is delivered.

To qualify for a return, your item must:

  • Be unused, unworn, and in its original condition.

  • Be returned in the original packaging.

  • Include all accessories, manuals, and packaging materials.

  • Be accompanied by proof of purchase or your order number.

Returns that do not meet these conditions may not be eligible for a refund.

2. Items That Cannot Be Returned

The following items are not eligible for return unless they arrive damaged, defective, or incorrect:

  • Personalized or custom-made products

  • Gift cards

  • Clearance or final sale items

  • Products identified as non-returnable on the product page

  • Items showing signs of use, damage, or alteration after delivery

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Please email support@pownestly.com with:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • Photos of the packaging and shipping label

Once your request has been reviewed, we will determine the most appropriate resolution, which may include:

  • A replacement

  • A partial refund

  • A full refund

4. How to Request a Return

Before returning any product, please contact us at:

Email: support@pownestly.com

Include:

  • Your order number

  • The reason for the return

  • Photos if the item is damaged, defective, or incorrect

Please wait for return authorization before sending any product.

Returns sent without prior approval may not be accepted.

5. Return Shipping

If the return is approved because:

  • The item arrived damaged

  • The item is defective

  • The wrong item was received

Pownestly will work with our fulfillment partner to provide an appropriate resolution.

If the return is requested for any other reason, the customer is responsible for return shipping costs unless otherwise agreed.

For certain low-value items, we may issue a refund or replacement without requiring the item to be returned.

6. Refund Process

After your returned item or claim has been reviewed and approved, your refund will be issued to the original payment method used for the purchase.

Most refunds are processed within 5 to 10 business days after approval.

The time required for the funds to appear in your account depends on your payment provider or financial institution.

Original shipping charges are generally non-refundable unless the refund is due to our error.

7. Exchanges

We do not currently offer direct product exchanges.

If you wish to receive a different item, size, or color, please contact our customer support team. We will help you determine the best available solution.

8. Order Cancellations

Orders may be cancelled within 12 hours after they are placed.

After this period, orders may already be in processing with our fulfillment partners and cannot be cancelled.

If your order has already shipped, you may request a return after delivery if it meets the eligibility requirements of this policy.

9. Lost Packages

If your package is confirmed as lost during transit, we will work with our shipping and fulfillment partners to investigate the shipment.

If the package cannot be located, we will provide an appropriate resolution, which may include a replacement or refund.

10. Incorrect Shipping Address

Customers are responsible for providing accurate shipping information.

If an incorrect shipping address is provided and the order has already entered processing or shipping, we may not be able to make changes.

Orders returned because of an incorrect address may require additional shipping charges before they can be shipped again.

11. Refused Deliveries

If an order is refused by the customer without prior authorization, any shipping charges or carrier fees incurred may be deducted from the refund where permitted by applicable law.

12. Fraud Prevention

To protect our customers and business, Pownestly reserves the right to deny refund or return requests involving suspected fraud, abuse of this policy, chargeback abuse, or false claims.

13. Policy Updates

We may update this Return & Refund Policy from time to time to reflect changes in our business practices or legal requirements.

The revised version will be posted on this page with an updated effective date.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us.

Pownestly

Website: https://pownestly.com

Email: support@pownestly.com