Refund & Return Policy

1. Return Window

You have 30 days from the date of delivery to initiate a return. To be eligible, the item must be unused, in its original condition, and in the original packaging with all tags and accessories attached.

Items that are damaged, worn, washed, or missing parts may not be eligible for a full refund and may be subject to a restocking fee or partial refund at our discretion.

2. Non-Returnable Items

For health and safety reasons, the following items cannot be returned unless defective or damaged upon arrival:

• Opened consumables, including food, treats, supplements, and grooming products;
• Items that have been used or are not in their original condition;
• Gift cards and downloadable digital products;
• Items marked as “final sale” at the time of purchase.

3. How to Start a Return

To initiate a return, please follow these steps:

• Contact us at support@pawpal.com with your order number and the reason for the return;
• We will provide you with a Return Merchandise Authorization (RMA) number and return instructions within 1–2 business days;
• Pack the item securely in its original packaging, including all accessories, and include the RMA number inside the package;
• Ship the item to the return address provided in our instructions.

Returns sent without an RMA number may be delayed or refused. We recommend using a trackable shipping method, as we are not responsible for items lost in transit during the return.

4. Return Shipping Costs

If the return is due to our error (e.g., wrong item shipped, defective product), we will provide a prepaid return label at no cost to you.

For all other returns, the customer is responsible for return shipping costs. Original shipping fees are non-refundable unless the return is due to our error.

5. Refunds

Once we receive and inspect your return, we will notify you of the status of your refund. Approved refunds will be issued to your original payment method within 5–10 business days of our receipt of the returned item.

• Credit/debit card payments: refunded to the original card (processing time may vary by bank, typically 5–10 business days);
• PayPal: refunded to your PayPal account;
• Store credit: issued as a PawPal gift card or store credit if you prefer.

If the returned item is not in its original condition, we may deduct a restocking fee or issue a partial refund.

6. Exchanges

If you would like to exchange an item for a different size, color, or product, please contact us within the 30-day return window. Exchanges are subject to product availability; if the replacement item is unavailable, we will issue a refund instead.

7. Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 48 hours of delivery with photos of the item and packaging. We will arrange a free replacement or a full refund, including original shipping costs, at no charge to you.

8. Late or Missing Refunds

If you have not received your refund within the stated timeframe, please first check your bank account or payment provider. If the refund still has not appeared, contact us at support@pawpal.com and we will investigate promptly.