Refund policy

REFUND AND RETURN POLICY

Thank you for shopping with Pawpet. We take immense pride in the quality and craftsmanship of our products. To ensure a fair and transparent process for all customers, all returns and refunds are strictly subject to the following terms and conditions.

By making a purchase on our store, you agree to the conditions set forth below.

1. 30-Day Return Policy

We offer a strict 30-day return window, which means you have exactly 30 calendar days from the date your package is marked as delivered by the carrier to request an official Return Merchandise Authorization (RMA).

Requests submitted after the 30-day post-delivery period will be automatically rejected without exception.

2. Strict Conditions for Return Eligibility

To qualify for an approved return under our 30-day policy, your item must meet all of the following mandatory criteria:

  • Unused & Unworn Condition: The item must be in its absolute original, pristine condition—completely free from pet hair, odors, dirt, wear marks, scratches, or signs of adjustment/use.

  • Original Packaging & Tags Attached: The product must be returned inside its original, undamaged retail packaging with all original labels, tags, protective films, and inserts fully intact and attached.

  • Proof of Purchase: You must provide the original order number, digital receipt, and proof of payment.

  • Mandatory Inspection Evidence: You must provide clear, high-resolution photographs and a video showing all angles of the item, tags, and original packaging prior to authorization.

Important Note: Any returned item that shows signs of pet hair, scent, outdoor use, or missing packaging will be immediately deemed ineligible. It will be destroyed or sent back to you at your sole expense.

3. Exclusions & Non-Returnable Items

Due to hygiene, safety, and operational standards, the following items are strictly NON-RETURNABLE and FINAL SALE:

  • Customized & Personalized Items: Any product made to order, engraved, embroidered, or personalized (e.g., custom name patches, custom text).

  • Perishable & Hygiene Products: Food, treats, grooming products, and personal care items.

  • Sale & Promotional Items: Any item purchased at a discount, during a promotional campaign, clearance, or using a discount code.

  • Gift Cards: Gift cards cannot be returned, transferred, or redeemed for cash.

4. Mandatory Return Process

Returns are NOT accepted without prior written authorization. Do not send items back without an approved RMA. Unauthorized returns will be rejected at the warehouse and disposed of without refund.

To initiate a return request, follow these strict steps:

  1. Send an email to supportpawpet@gmail.com with the subject line: "RMA Request - Order #[Your Order Number]".

  2. Attach clear photos and a video demonstrating that the item is brand new, unused, and in its original packaging with tags intact.

  3. State the precise reason for your request.

  4. If your request meets all criteria, our support team will provide you with an official RMA code and specific instructions.

5. Shipping Costs & Restocking Fees

  • Customer Responsibility: The customer is solely responsible for paying all return shipping costs. Shipping costs are strictly non-refundable.

  • Tracked Shipping Mandatory: You must use a trackable shipping service with signature confirmation. We take zero responsibility for lost, stolen, or damaged return shipments.

  • Restocking & Administrative Fee: All approved returns are subject to a 15% restocking and handling fee, which will be deducted from your final refund amount.

6. Damages, Defective Items & Inspection Timeframe

Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or incorrect, you must contact us at supportpawpet@gmail.com within 48 hours of delivery.

Your email must include:

  • Unboxing videos or photos clearly showing the outer parcel label, packaging, and defect.

  • A detailed written explanation of the issue.

Failure to report transit damage or defects within 48 hours of delivery forfeits any claim for replacement or refund. Normal wear and tear, chewing damage by pets, or customer misuse are not covered under defect claims.

7. Exchanges

The most efficient way to ensure you receive your desired size or item is to submit a return for your existing item (subject to approval and conditions above). Once your return is accepted and processed, a separate purchase must be placed for the new item.

8. Statutory Rights & Cancellation Rights (UK & EU)

For customers purchasing from the UK or EU, statutory rights apply regarding distance selling regulations. You have the right to cancel your order within 14 days of receipt without providing a reason, provided the goods remain completely unopened, unused, and in sealed original packaging. Customer-funded trackable return shipping and verification apply.

9. Refunds & Inspection Timeline

Once your return package is delivered to our inspection facility:

  1. Inspection Period: Please allow up to 7–10 business days for our quality control department to inspect and verify the condition of the returned item.

  2. Approval Notification: We will notify you via email whether your refund has been approved, partially approved, or rejected based on inspection results.

  3. Processing Time: If approved, the refund (minus initial shipping fees and the 15% restocking fee) will be processed automatically to your original payment method within 10 business days.

10. Return & Refund Contact Information

For any inquiries, return requests, or issues regarding your order, please contact our support team:

  • Customer Support Email: supportpawpet@gmail.com

  • Opening Hours: Monday to Friday, 8:00 AM – 4:00 PM (GMT)

  • Response Time: Inquiries sent outside of operating hours will be addressed on the following business day in the order they were received.