Refund policy

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At Paw Playz, we want your pet shopping experience to be as smooth and transparent as possible. Please review our updated return policy below to ensure a hassle-free process.

General Conditions for Returns

  1. Eligibility for Returns:
    • Items must be unused, in their original condition and packaging, with all tags and seals intact.
    • Return requests must be made within 30 days of you or your chosen carrier receiving the order.
    • Return shipping costs are the responsibility of the customer.
  2. Exclusions:
    • Opened Consumables: Pet food, treats, supplements, and any item from which the seal has been broken.
    • Hygiene & Grooming Items: Waste bags, toothpaste, shampoos, and similar products for sanitary reasons.
    • Personalized & Custom Products: Engraved tags, custom-printed apparel, and made-to-order beds.
    • Sale & Clearance Items: Final sale. Exchanges or store credit only.
    • BOGO / 1+1 Deals:
      • Both items in a “buy one, get one” deal must be returned together; partial returns are not accepted.
      • Exchanges are permitted for either or both items in a different size, style, or color.

How to Return Your Order

  1. Submit a Request:
    • Email us at support@paw-playz.com with:
      • Your order number
      • Reason for return
      • Photos of the product (if it’s a quality issue)
  2. Receive Instructions:
    • After approving your request, we’ll send detailed return instructions and the correct address.
  3. Refund Process:
    • We process refunds within 7 business days of receiving your returned item.
    • Refunds are issued to the original payment method. Note that your bank may take 7–14 business days to post the funds.

Non-Quality Issues

The following do not qualify as quality defects and aren’t eligible for free returns or refunds:

  • Dissatisfaction with taste, texture, color, or scent of toys or consumables.
  • Minor cosmetic differences such as slight color or material variations.
  • Damage from normal use, chewing, washing, or improper care.
  • Color deviations due to individual screen or lighting settings.
  • Slight variations in size or design across batches.

Important Details

  • Please submit a return request before sending any items back.
  • Do not ship returns to the sender’s address on the original package.
  • Ensure only Paw Playz items are included; we cannot be responsible for non-store products.
  • Missed Deliveries: If your package is unclaimed or delivery address was incorrect, you’ll be responsible for any reshipment costs.
  • Returns sent without prior approval will not be processed.

Refund and Restocking Fees

  1. Refund Eligibility:
    • Only items meeting our return criteria are eligible for a refund.
    • Orders paid with store credit are not refundable.
    • Original shipping costs are non-refundable.
  2. Restocking Fee:
    • A 15% restocking fee applies to all approved returns to cover handling and depreciation.

Right of Withdrawal

Under EU consumer law, you have the right to withdraw from your purchase within 14 days of delivery. We extend this to a 30-day worry-free return period. Return shipping costs remain yours to cover.

Policy Updates

Paw Playz reserves the right to amend this return policy at any time. Any updates take effect immediately upon publication on our website.

Questions? Contact us at support@paw-playz.com.