Our Commitment to You

We want you to absolutely love your PAWERAH furniture. If something isn't right, we're here to make it right.

Because every piece is handcrafted specifically for you, we've designed our policy to focus on creating solutions rather than processing refunds. We'd rather invest in crafting you a perfect piece than simply sending your money back.

If You Receive a Damaged or Defective Item

We will remake your product at no additional cost if:

• The item arrives damaged during shipping

• There's a manufacturing defect

• The product doesn't match the description or specifications you ordered

• You received the wrong size or color

How We'll Make It Right

1. Contact us within 7 days of delivery at support@pawerah.com

2. Provide your order number, photos/videos of the issue (including unboxing footage if available), and a brief description

3. Our team will review your case and work with you to find the best solution—whether that's remaking the piece, providing repair guidance, or offering another resolution

About Payment Processing

We use Shopify to keep your payment information secure. Like many custom furniture businesses, Shopify occasionally holds funds for 30-90 days as part of their fraud prevention system.

What this means for you:

• For damaged or defective items, we'll remake your piece at no charge - no refund needed

• If you need to cancel before production starts, refunds typically process within 5-7 business days (subject to Shopify releasing the funds)

• In rare cases where cash refunds are approved, timing depends on Shopify's payment review process

• Once we process a refund, it may take an additional 5-10 business days to appear in your account, depending on your bank

Have a concern? Talk to us first!

Please contact support@pawerah.com before filing a bank dispute or chargeback. We'll find a solution together, usually within 24-48 hours.

Bank chargebacks can delay resolution by 60-90+ days, and we genuinely want to help you faster than that! Plus, working directly with us means we can often offer solutions beyond just a refund - like expedited remakes or custom modifications.

Our Promise: We're committed to making things right. Just give us the chance to help you first.

Important Notes

• Custom-made and personalized products are crafted uniquely for you and cannot be returned for a refund (but can be remade if defective or damaged)

• Sale or discounted items are final sale

• All requests must be submitted within 7 days of delivery

• We require photo or video evidence to process quality-related claims

• Change of mind: We do not accept returns or offer refunds if you simply change your mind after receiving the product. Please review all specifications carefully and approve your product preview before we ship.

Why This Policy?

Each PAWERAH piece is made-to-order with care and precision just for you and your pet. This personalized approach means we craft your furniture only after you place your order, ensuring it meets your exact specifications.

Before We Ship:

To ensure your complete satisfaction, we send you photos or videos of your finished product for approval before shipping. This extra step helps us guarantee you'll love what arrives at your door.

Questions or Concerns?

We're always here to help. If something doesn't feel right or you have any concerns about your order, please reach out to us at support@pawerah.com. We'll work with you to find a solution that makes you happy.

Email: support@pawerah.com

Phone: +1 (769) 969-1998

We strive to respond to all inquiries within 24–48 business hours.

Thank you for choosing PAWERAH!