Refund policy

REFUND & RETURN POLICY

Last Updated: September 10, 2026

Thank you for shopping with Pawlaclava. Please read this policy carefully before placing your order.

By completing a purchase on our website, you acknowledge that you have read, understood, and agreed to the terms below.

ORDER PROCESSING

Orders are typically processed within 1-2 business days after the order is placed. Processing time does not include carrier transit time.

Once your order has been processed and handed to the shipping carrier, you will receive a shipping confirmation email containing your tracking number.

CANCELLATIONS

If you need to cancel your order, contact us as soon as possible. We will make reasonable efforts to cancel orders that have not yet entered fulfillment, but cancellations cannot be guaranteed. Once an order has shipped, it cannot be cancelled and will be subject to the return terms below.

Please carefully review your order, shipping address, email address, quantity, and payment information before completing checkout.

SHIPPING & TRACKING

Estimated delivery time is 8-16 business days after your order ships (lower with Priority Shipping).

Tracking information may take several business days to begin showing movement after the shipping label is created.

Once a parcel has been transferred to the carrier, delivery time may vary depending on destination, carrier operations, weather, customs, holidays, and other circumstances outside our control.

RETURNS FOR UNUSED ITEMS

We accept returns within 30 days of confirmed delivery, provided the item is:

Unused and unworn
Unwashed
In its original condition

To start a return, contact us first with your order number. Returns sent without prior approval may not be accepted.

Customers are responsible for return shipping costs. Original shipping charges are non-refundable.

Multi-packs (4-pack, 6-pack, and 10-pack) must be returned complete. We cannot accept returns of individual masks from a pack.

Once your return is received and inspected, approved refunds will be issued to the original payment method within 6 business days.

ITEMS NOT ELIGIBLE FOR A REFUND

Because Pawlaclava balaclavas are worn directly over the face, we cannot accept returns or issue refunds for items that are:

Worn or used
Washed
Damaged after delivery
Stained, scented, or showing signs of wear (including makeup, perfume, smoke, or pet hair)
Altered in any way
Missing their original packaging

We also do not accept returns or issue refunds because a customer:

Ordered the wrong animal or quantity after the item has been worn or used
Missed the 30-day return window

DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We want every customer to receive the product they ordered in proper condition.

If your item arrives:

Damaged
Defective
Incorrect
Missing an item from the order

you must contact us within 30 days of confirmed delivery.

Please provide:

Your full name
Order number
Description of the issue
Clear photographs and/or video showing the issue
Photograph of the shipping packaging and shipping label when applicable

Claims submitted after the 30-day period may not be eligible for resolution, except where otherwise required by applicable law.

After reviewing the claim, we may provide an appropriate resolution such as a replacement, store credit, or refund when required or appropriate.

This applies only to items that arrive damaged or defective. Damage that occurs after delivery through use, washing, or handling is not eligible for a refund.

DELIVERY DELAYS

An order is not considered lost or eligible for a refund solely because it is still within the estimated delivery timeframe.

Processing and shipping times are estimates rather than guarantees. If a significant delay occurs, we will provide an update whenever reasonably possible.

Nothing in this policy limits any rights you may have under applicable consumer protection law.

REFUSING DELIVERY / RETURN TO SENDER

Refusing a package, failing to collect a package, or allowing a package to be returned to sender does not automatically qualify an order for a refund.

Additional shipping or handling charges may apply if a package must be reshipped because of an incorrect address, refused delivery, failed delivery attempt, or failure to collect the parcel.

INCORRECT SHIPPING ADDRESS

Customers are responsible for providing a complete and accurate shipping address at checkout.

Pawlaclava is not responsible for packages delivered incorrectly because the customer submitted an incorrect or incomplete address.

If you notice an error, contact us immediately. We cannot guarantee that an address can be changed once fulfillment has begun.

CHARGEBACKS AND PAYMENT DISPUTES

If you have a concern regarding your order, please contact us before opening a payment dispute so that our support team has an opportunity to investigate and resolve the issue.

We maintain records relating to orders, payment confirmation, checkout disclosures, customer communications, fulfillment, tracking, and delivery and may provide relevant documentation to payment providers when responding to a payment dispute.

Nothing in this section waives or restricts any rights provided to you by law or by your payment provider.

CONTACT US

Questions regarding your order, shipping, or this policy can be sent to:

Email: 03danielherrera2004@gmail.com

Please include your order number when contacting customer support.