Refund policy

Return and Refund Policy for Pet Paws

Effective Date: 06 September 2025

Return Window

Customers have 30 days from the date of delivery to request a return for eligible items.

Eligible Items for Return

  • Items must be in original condition, unused, and in original packaging
  • Items must include all original tags and accessories
  • Custom or personalised pet items are not eligible for return unless defective.

  • Some items, such as perishable goods, custom products, and personal care items, are not eligible for return.

Return Process

  1. Log into your customer account on our website
  2. Navigate to your order history and select "Request Return"
  3. Select the items you wish to return and provide a reason
  4. Print the prepaid return shipping label we'll email to you
  5. Package items securely and attach the return label
  6. Drop off at any authorized shipping location

Return Shipping Costs

  • Free returns for defective or incorrect items
  • Customer pays return shipping($5.99 flat rate) for change of mind returns
  • We provide prepaid return labels for your convenience

Refund Processing

  • Refunds are processed within 5-7 business days after we receive your returned items
  • Refunds will be issued to your original payment method
  • Processing time may vary depending on your location and payment provider
  • You'll receive an email confirmation once your refund is processed

Restocking Fee

A 10% restocking fee may apply to returns of opened food items or hygiene products for health and safety reasons.

Final Sale Items

The following items are not eligible for return:

  • Opened pet food or treats
  • Used grooming products
  • Personalized or custom items
  • Sale items marked as "Final Sale"

Exchanges

We currently process returns for refund only. To exchange an item, please place a new order for your desired item.

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at (ntelepatience2@gmail.com)
  • Provide photos of the damaged item
  • We'll arrange for immediate replacement or full refund including return shipping

Contact Information

For questions about returns or if you don't receive your refund within the expected timeframe:

  • Email: ntelepatience2@gmail.com
  • Business Hours: 24/7

International Returns

International customers are responsible for return shipping costs and any customs fees. Refund processing may take additional time due to international shipping.

Note: This policy complies with consumer protection laws. Your satisfaction is our priority, and we're here to help with any questions about returns or refunds.