Refund policy

Last updated: October 11, 2026

We want your pet to be happy with what you buy. If that's not the case, here's how it works.

Returns: 30 days

For regular items, you have 30 days after receiving your order to ask us for a return. The item must be unused, unwashed, in its original condition and, if possible, in its packaging. For hygiene reasons, we can't take back a chewed toy, a used grooming accessory or a bowl that has been used. Products printed, embroidered or personalized on demand follow special rules (see below).

To make a request, email us at contact@pawlaire.ca with your order number and the item concerned. We'll reply within 1 business day with the instructions and the return address. Return shipping costs are your responsibility, unless the item is defective, damaged or we made a mistake.

Free first size exchange

Size not right? For your first size exchange on a regular item, we'll send you the new size with no shipping fees. Depending on the item, we may ask you to return the first size (we'll give you the instructions) or let you keep it. This exchange does not apply to products printed, embroidered or personalized on demand.

Refunds

Once your return is received and checked, we'll refund you within 15 days at most, to the same payment method used for your order. Shipping fees paid at purchase are refunded only if the item is defective, damaged or non-compliant.

Defective, damaged or wrong item

If your item arrives broken or defective, or doesn't match your order, write to us within 30 days of receiving it, with a photo. We'll send you a replacement or give you a full refund, at no cost. In most cases, you won't have to send the item back.

Products printed, embroidered or personalized on demand

These items are made especially for you after you order (for example, our embroidered toque or a product with your pet's name or photo). They can't be returned, exchanged or refunded for a change of mind, a sizing error or an error in the text or photo you provided, and the free first size exchange does not apply. Check the size guide and the preview carefully before you order. Of course, they're replaced or refunded if they arrive defective, damaged, misprinted or poorly embroidered, or if they don't match the approved preview.

Cancelling an order

You can cancel your order at no charge as long as it hasn't shipped. For a product printed, embroidered or personalized on demand, you can cancel as long as production hasn't started (usually within 12 hours of ordering). Write to us as soon as possible.

Package not received

If your order isn't delivered within 30 days after the estimated delivery date, write to us. We'll send you a new package or refund you. You can also cancel the order, as provided for by the Quebec Consumer Protection Act.

Your rights

This policy is in addition to your rights under the law and does not limit them. In particular, goods sold are covered by the legal warranty of quality provided for in sections 37 and 38 of the Quebec Consumer Protection Act.