Exchanges & returns

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We would rather you wore a piece you love than kept one you tolerate. Returns and exchanges at Paw Guardian are deliberately simple, and the meals your order funded are never reversed by them.

1. The 30-day window

You have 30 days from the date your parcel is delivered to request a return for a refund, or an exchange for a different colour, size or style. Requests made after 30 days can still be considered at our discretion — email us and ask.

2. How to start a return or exchange

Email support@pawguardian.store with:

your order number (it appears at the top of your confirmation email)
which item or items are coming back
whether you want a refund or an exchange, and for what

You will receive return instructions and the correct return address within one business day. Please do not send anything back before you have those instructions — unannounced parcels are difficult to match to an order and slow your refund down.

3. Condition we accept

Items should come back in wearable, resaleable condition, with the pouch they arrived in where possible. Signs of having been tried on are completely fine — we expect you to try it on.

We cannot accept back, for hygiene reasons, pierced-ear earrings that have been worn. Faulty earrings are covered under section 7 instead.

4. Who pays return postage

Return postage is at your own cost when you have simply changed your mind. We recommend a tracked service; until the parcel reaches us it remains your responsibility.

We pay return postage — or waive the return entirely — when the item arrived faulty, damaged, or was not what you ordered.

5. Exchanges

Exchanges are processed as soon as your return is received and checked. If the new piece costs more, we send a payment link for the difference; if it costs less, we refund the difference to your original payment method. We cover outbound postage on every exchange.

6. Refunds

Refunds are issued to the original payment method within five business days of your return arriving with us, and you receive an email confirming it. Banks and card issuers usually take a further three to five working days to display the credit — that part is out of our hands.

Refunds cover the price of the returned items. Original shipping charges, where they were paid, are refunded only when the whole order is returned or the order was faulty.

7. Faults and our six-month promise

Our jewelry is made to be worn every day, in water and while you sleep. If a cord snaps, a clasp fails or a charm breaks under normal wear within six months of delivery, send us a photograph and we will replace the piece free of charge. You do not need to return the faulty item.

This covers manufacturing faults. It does not cover loss, deliberate damage, or wear consistent with an accident.

8. Sets and bundles

If you return part of a set, the pieces you keep are re-priced at their individual rate and the difference is deducted from your refund, because the set discount no longer applies. Returning a complete set is refunded in full.

9. Sale, gift and personalised items

Sale and limited-edition pieces are returnable on exactly the same terms as full-price ones. Gift cards are non-returnable and non-refundable. If you received a Paw Guardian piece as a gift, contact us and we will arrange an exchange or a gift credit without involving the buyer.

10. The meals stand

Every order funds meals as soon as it is placed, and those meals are committed to our partners immediately. A refund returns your money; it does not take food back from a dog.