Refund policy
Refund Policy
Every PAWKOI product is carefully sourced and fulfilled. Due to the nature of our products, we do not accept returns or exchanges for change of mind or buyer's remorse. However, if there is a verified issue caused by us, we will always make it right — no questions asked.
Eligible for Refund or Free Replacement
Claims must be submitted within 7 days of confirmed delivery with required photo and video evidence as described below.
- Item arrived damaged or defective → Full refund or free replacement
- Wrong item received → Full refund or free replacement
- Significant printing or quality error → Full refund or free replacement
- Order confirmed lost in transit by carrier → Full refund or free replacement
Required Evidence for All Claims
To process any claim, the following must be provided at the time of submission. Incomplete submissions will not be reviewed until all required evidence is received.
— Photos: Clear, well-lit photos of the item showing the issue from multiple angles, including the full product and a close-up of the defect or damage
— Video: A short video (minimum 10–30 seconds) showing the item and clearly demonstrating the issue. For damaged packaging, a video of the unboxing is strongly recommended
— Packaging photos: Photos of the original packaging and shipping label
— Order number: Must be included in all communications
Claims submitted without complete photo and video evidence cannot be processed and may be declined. PAWKOI reserves the right to request additional evidence where necessary.
Not Eligible for Refund or Replacement
- Change of mind or no longer wanted → Custom products cannot be returned or restocked
- Wrong size, color, or variant selected by customer → Customer responsibility at time of order
- Incorrect shipping address provided by customer → Customer responsibility at time of order
- Delivery within our stated production and shipping timelines → Timelines clearly disclosed before purchase
- Minor color variations due to screen display differences → Screen colors may vary from printed output
- Damage caused after delivery → PAWKOI is not responsible for post-delivery handling
- Claims submitted after 7 days of confirmed delivery → Outside our claims window
- Claims submitted without required evidence → Cannot be verified without documentation
How to Submit a Claim
Email hello@pawkoi.com within 7 days of confirmed delivery. Your email must include all of the following:
— Your order number
— Clear photos of the item and issue
— A video demonstrating the issue
— Photos of the original packaging and shipping label
— A brief written description of the problem
Incomplete claims will be placed on hold until all required documentation is received. We will review complete submissions and respond within 1–2 business days.
Refund Method
Approved refunds will be credited to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider. PAWKOI is not responsible for processing delays caused by your financial institution.
Order Cancellations
Orders may only be cancelled within 24 hours of placement and only if production has not yet begun. Once an order enters production, it cannot be cancelled or modified under any circumstances. To request a cancellation, email hello@pawkoi.com immediately with your order number. We cannot guarantee cancellation requests will be actioned in time.
Chargebacks and Disputes
We kindly ask all customers to contact us at hello@pawkoi.com before initiating any chargeback or payment dispute. Most issues are resolved quickly and directly when communicated with us first. Please note that chargebacks filed without prior communication will be contested with full documentation, including order records, tracking information, and all correspondence.
Policy Updates
PAWKOI reserves the right to update or modify this policy at any time without prior notice. The policy in effect at the time of your order will apply to that order. To fulfill our mission of serving beloved customers across every continent, most of the operations are supported by our dedicated company in the UAE. This global hub allows us to ship with greater care and speed, ensuring that wherever you are, you receive your garments with the same love and intentionality with which they were designed.
Questions?
We're here to help.Reach out at hello@pawkoi.com and we'll respond within 1–2 business days.