RETURN AND REFUND POLICY

We want you and your dog to be happy with every Pawoofy order. If something is wrong with your order, we will make it right with a free replacement or a full refund.

What We Cover

We accept refund or replacement requests in the following situations:

• Damaged on arrival: The item arrived broken or damaged.
• Defective: The item does not work as described.
• Not received: Your package has not arrived within 30 days of shipping.

Time Limit

Please contact us within 15 days of delivery for damaged or defective items.

For a package that has not arrived, please contact us once 30 days have passed since shipping.

Requests submitted after the applicable time limit may not be eligible for a refund or replacement.

What We Need From You

To process your request, please provide:

• Your full name.
• Your order number.
• The reason for your request.
• Any photos or videos needed to show the issue.

For a damaged item, please provide an unboxing video showing the sealed package being opened and the damage, along with clear photos of the damaged item and packaging.

For a defective item, please provide clear photos or a short video showing the problem.

For a replacement of an item you received, you must return the original item, along with any free gift included with it, so that we can prepare a new package. Our support team will provide return instructions after reviewing your request. This does not apply to a package you never received.

How to Request a Refund

1. Contact Us

Email us at info@pawoofy.com with your full name, order number, reason for your request, and any required photos or videos.

Please make sure you contact us within the applicable time limit described above.

2. Wait for Our Response

Our support team will review your request and get back to you within 48 hours with the next steps.

3. Replacement or Refund

If your request is approved, we will make it right with either a free replacement or a full refund, depending on the situation. For a replacement of an item you received, we will prepare and send a new package after the original item and any free gift included with it have been returned.

4. Receive Your Refund

Once your refund is approved, it will be issued to your original payment method within 5 business days.

Depending on your bank or payment provider, it may take a few additional business days for the refund to appear on your statement.

What We Do Not Cover

We do not offer refunds or replacements for:

• Change of mind: You no longer want the item or have changed your mind about your purchase.
• Misuse: Damage caused by improper use or failure to follow the product instructions.
• Normal wear and tear.
• Pet damage: Damage caused by your pet chewing, scratching, or otherwise damaging the item.
• Late requests: Requests submitted after the applicable time limits described in this policy.
• Free gifts: Free gifts included with an offer cannot be exchanged for cash or refunded separately.

Fair Use of This Policy

To keep this guarantee sustainable for everyone, we reserve the right to decline refund or replacement requests from customers who show a pattern of repetitive claims.

For the purposes of this policy, a repetitive refund pattern means requesting more than two refunds within a 6-month period.

We may review the customer's order history when determining whether this provision applies.

Contact Us

If you have a question about a return, refund, replacement, or your order, please contact us at:

Email: info@pawoofy.com

Please include your order number in your message so we can assist you as quickly as possible.

Our support team will get back to you within 48 hours.

Statutory Rights

This policy does not affect any statutory rights you may have under the consumer protection laws applicable in your country.