Since our creation, we are committed to 100% customer satisfaction, this is the Pawlani™ way. Which is why we offer the Nine Lives Cat Guarantee™. This is a life time guarantee, that ensures if at any time of your cats life, our products fall apart due to manufacturer’s fault, we will replace it free of product charge. All you have to do is shoot us an email at support@pawlani.com and we’ll make things right.

Why do we do this? We understand trust is built over time, and as a small family business we must work extra hard to earn yours, and your pet’s trust. We can only do this if you try products, with zero risk so you can make an informed decision. Otherwise, how would you feel the product quality we stand so proudly behind?

For info on returns and exchanges please read below.

Returns and Exchanges

What is your returns policy?

We offer an easy and stress-free return policy, if you would like to return/exchange your product, simply reach out to us at support@pawlani within 30 days of your purchase. You’ll receive store credit and or an exchange, simply provide us your order # to receive a return merchandise authorization and return address. Please note, if any shipping cost was involved, the original shipping costs cannot be refunded and you will be responsible for covering the cost of return shipping.

I received the wrong item

Please email us at support@pawlani and we will send out your replacement immediately.

My order arrived damaged

Did your item arrive damaged, different or not working? Please email us at support@pawlani and we will send out your replacement immediately. If you would like to proceed with a return, please refer to the procedures below: 1. Within 30 days of receiving the product contact us with a photo or video explaining the issue and whether you want a return or replacement. 2. We will review the claim and contact you if we need more information. 3.If approved, we will provide store credit or resend the item, you may also be asked to return the product. 4. Customers will only be charged once for shipping costs (this includes returns) 5. No-restocking to be charged to the consumers for the return of the product.

My order has not arrived yet and I want to cancel my order

Due to high volume of demand and for better logistics efficiency, our products are shipped from different warehouses in over 5 major countries, due to this, our shipping and delivery time greatly varies depending on your location. We are able to guarantee our dispatch dates within 10 business days (average around 5 business days) but cannot guarantee the exact shipping date. We don’t offer refund because of shipping delays, as there sometimes unforeseen circumstances that may occur during the transit of your order which most of the time we do not have control of.

Where should I mail my authorized return?

Please contact our customer service at support@pawlani to get the returned address.

Will you handle the return shipping fee?

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over USD$20 you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Returns and Exchanges

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