Returns & Refunds

RETURNS & REFUNDS

We want every Pups & Paws order to reach you safely and correctly. Please review the following conditions before requesting a return, replacement or refund.

ELIGIBLE REQUESTS

A product may be eligible for assistance when:

• A different product was delivered
• The product arrived damaged or leaked
• The product was defective when received
• Items were missing from the shipment
• The delivered product had expired at the time of delivery

NON-RETURNABLE PRODUCTS

For pet health, hygiene and safety reasons, we generally cannot accept:

• Opened or used products
• Products with broken seals or altered packaging
• Products damaged after delivery
• Products returned without their original packaging
• Products purchased from another retailer or marketplace
• Change-of-mind returns, unless explicitly approved
• Products whose return-request period has passed

HOW TO REQUEST ASSISTANCE

Email [SUPPORT EMAIL] with:

• Your name
• Order number
• Product name
• Reason for the request
• Clear photographs of the product and shipping package
• An unboxing video, where available

Do not ship a product back until our support team confirms the return address and instructions.

REPLACEMENT

When a request is approved, we may arrange a replacement depending on product availability and the nature of the issue.

REFUNDS

If a replacement is unavailable or a refund is approved, the refund will be initiated to the original payment method within [REFUND PROCESSING TIME] business days.

Your bank or payment provider may require additional time to reflect the amount.

For cash-on-delivery orders, an approved refund may require verified bank or payment details. Never share card PINs, passwords or OTPs.

RETURN SHIPPING

If the return results from an incorrect, damaged or defective delivery, we will communicate the applicable collection or return process.

For any other approved return, return-shipping costs may be deducted from the refund unless confirmed otherwise.

CANCELLATIONS

Orders may be cancelled before dispatch by contacting [SUPPORT EMAIL/PHONE]. Cancellation cannot be guaranteed after processing or dispatch.

CONTACT

Email: [SUPPORT EMAIL]
Phone/WhatsApp: [SUPPORT NUMBER]
Support hours: [WORKING HOURS]