Refund policy

Last updated: June 30, 2026

We want you and your cat to love every Pawstro product. If something is not the right fit, contact us at hello@pawstrocat.com and we will help you through the return or refund process.

30-day return window

You may request a return within 30 days after your order is delivered. To be eligible, the item must be unused, in the same condition that you received it, and in its original packaging when practical.

How to start a return

Email hello@pawstrocat.com with your order number, the email address used at checkout, the item you want to return, and the reason for the return. We will reply with return instructions before you send anything back.

Return shipping

For buyer-remorse returns, customers are responsible for return shipping costs unless we tell you otherwise in writing. If the item arrived damaged, defective, or incorrect, Pawstro will provide a remedy at no extra cost, which may include a replacement, refund, or return instructions.

Damaged, defective, or incorrect items

Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact us within 7 days of delivery with photos of the item, packaging, and shipping label so we can make it right.

Refund timing

After we receive and inspect an approved return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Your bank or card provider may need additional time to post the refund.

Non-returnable items

Used items, heavily damaged items not caused by shipping, gift cards, and items returned without prior authorization may not be eligible for a refund.

Business contact

Pawstro
71-75 Shelton Street
London, United Kingdom
Email: hello@pawstrocat.com