At Pawlicious, we take great care in sourcing, storing, and packaging every product we sell. All our pet food products are perishable and consumable in nature, and we maintain strict quality checks before dispatch.
All Sales Are Final
Due to the nature of our products — which are consumable pet food items — we do not accept returns or issue refunds once an order has been delivered. This policy exists to protect the health and safety of all pets. We cannot accept food products back once they have left our facility, as we are unable to verify storage conditions or tampering after delivery.
We kindly ask all customers to:
- Review product descriptions, ingredients, and pack sizes carefully before placing an order
- Ensure the product is suitable for your pet's breed, age, and dietary requirements
- Double-check your order before confirming checkout
Wrong or Defective Item Received
In the rare event that you receive a product that is clearly different from what you ordered, or visibly damaged, broken, or leaking upon arrival, please contact our support team within 24 hours of delivery with the following:
- Your order number
- A clear unboxing video showing the issue (recorded before opening the package)
- Photos of the product and packaging
We will review your claim and, at our sole discretion, either send a replacement or issue a store credit. The original item does not need to be returned in most cases.
Expired Product Claims
We guarantee that all products dispatched from our warehouse are well within their expiry date. If you believe you received an expired product, please share a clear photo of the expiry date printed on the packaging within 24 hours of delivery. We will investigate and respond within 2 business days.
Order Cancellations
Orders can only be cancelled before they have been dispatched. To request a cancellation, contact our support team immediately. Once an order is with the courier, it cannot be cancelled.
We're Here to Help
We understand concerns can come up, and we always aim to handle them fairly. Reach out to our team before assuming the worst — we're available Monday to Saturday, 10:00 AM to 7:00 PM.