Refund policy

Returns & Refunds Policy

Our Guarantee

At PAWLINE, we are committed to exceptional craftsmanship and design. If your purchase does not fully meet your expectations, you have 30 days from the date of delivery to initiate a return.

Eligibility & Conditions

To be eligible for a full refund to your original payment method, your item must strictly meet the following criteria:

  • Be in its original, unused, unwashed, and unaltered condition.

  • Have all original tags intact and attached.

  • Be returned in its original packaging along with proof of purchase or order confirmation.

Final Sale & Non-Returnable Items

Due to hygiene standards and the limited nature of our collections, the following items are Final Sale and cannot be returned or exchanged:

  • Sale, discounted, or promotional items.

  • Intimates, swimwear, jewelry, and personal care products.

  • Gift cards and custom or personalized orders.

How to Start a Return (Canada)

  1. Initiate your request: Contact our Client Concierge at returnspawline@iboard.ca with your order number.

  2. Ship your package: Once your return is authorized, we will email you a prepaid return shipping label alongside detailed drop-off instructions. (Please note: A standard return processing fee of $10 CAD will be deducted from your total refund amount. Returns sent back without prior authorization will not be accepted).

Damaged or Defective Items

Please inspect your order upon delivery. If you receive a defective, damaged, or incorrect item, contact our Client Concierge immediately at returnspawline@iboard.ca. We will evaluate the issue and resolve it promptly at no extra cost to you.

Exchanges

To secure desired sizes or styles before they sell out, we do not offer direct exchanges. We recommend initiating a return for your original item and placing a new order online separately.

Refunds

Once your return is received and inspected by our quality control team (typically within 3–5 business days), we will notify you via email regarding the approval of your refund.

If approved, your refund will be automatically processed back to your original payment method within 7 to 10 business days. Please note that financial institutions may take additional time to post the transaction. If more than 15 business days have passed since your return approval, please reach out to us at returnspawline@iboard.ca

European Union 14-Day Right of Withdrawal

For orders shipped to the European Union, customers retain the right to cancel or return their order within 14 days of receipt for any reason, provided the merchandise meets all original condition, tag, and packaging requirements outlined above.