We do offer refunds in the following cases:
(i) Your item(s) has/have not arrived after the respective time period stated in our shipping policy + ("plus") 14 days, except for cases of interruptions/delays caused by customs checks, nature or delays caused by shipping companies (then the additional delay is to be added).
(ii) Your item(s) arrived broken and is/are not usable. In that case, to be eligible for a return, your item(s) must be returned unused and in the same condition that you received it/them. They/It must also be returned in the original packaging.
Before returning an item, we require you to contact our support at email@example.com for information regarding returns.
Exception: Shipping delays caused by customs do not count as countable shipping time. If a customer's items get returned to our facilities (by post offices, customs or other parties involved in the delivery process), without the customer receiving the items in advance, PawShop.co will resend the items from their facilities to the customer ("second try"). If the items do not arrive after two delivery cycles (after the "second try"), the customer is eligible for a refund. The regular shipping terms and times apply separately for the "second try".
Since any customer is solely responsible for how (s)he uses the products sold on PawShop.co, PawShop.co reserves the right to not accept returns/give refunds for products that a customer has used already.
Unused products may be returned only.
Generally, we advise you to contact our support team at firstname.lastname@example.org in case your item(s) was/were delivered broken or not at all (according to the criteria mentioned in (ii))
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer (stated on the package).
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
If your item may be returned according to the criteria mentioned above, please contact us at firstname.lastname@example.org and we will provide you with the return shipping address.
Any customer is responsible for paying for their own shipping costs for returning any item. Shipping costs are non-refundable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Canceling your order: You may cancel your order within a 24-hour time frame after your purchase, provided that you state a significant reason. Order cancellations more than 24 hours after your purchase are not possible. Under no circumstances can we cancel an order if an item was sent out already.