Refund policy

Return and Refund Policy

We attach great importance to our customers' shopping experience and provide an absolutely fair and humane return and refund policy. If you have any return and refund needs or questions, please read the following terms carefully and contact us.

 

【Return Eligibility】

Timeframe: You can apply a return&refund within 7 days of receiving it.

Conditions: The item must be in its original condition, including packaging, tags, any included accessories and your proof of purchase or receipt.

Non-returnable items: Certain items are not returnable, including:

1: Personalized or customized products

2: Products whose original packaging and any included accessories have been removed or altered

 

【How to Return】

To avoid the situation where the item is sent back without any notice, we will not provide a shipping address for the time being.  Any item without a Return Application will not be accepted and refundable. Please contact us firstly and describe the reason for the refund.

Request: Contact our customer service email [Info@Pawpal.co.nz] to initiate a return request.

Return Authorization: We will evaluate your return request email and let you know if you meet the return conditions. If the return is authorized, you will also be informed of our shipping address and instructions on how to return the item.

Shipping: Pack the item securely and send it back to us using a trackable shipping method.

 

【Receive Incorrect order】

If we make a mistake and send the wrong order, please contact us as soon as possible and we will cover all shipping costs.

 

【Return Shipping Cost】

We extremely care about your shopping experience. If you change your mind after receiving the goods, please let us know, but you will be responsible for the return shipping cost.

If the product is damaged during transportation or has quality issues (such as breakage, corruption, or unusable conditions), we will cover all shipping costs.

 

【Refund Process】

Inspection: Once we receive your returned goods, we will inspect them to ensure that they meet our return standards.

Refund Method: Refunds will be processed within 5-10 business days after receiving the returned goods through the original payment method.

Partial Refund: If only part of your order is returned, the refund amount will be adjusted accordingly.

 

【Exchanges】

Availability: We do not offer direct exchanges. If you change your mind, please contact us.

 

【Contact Us】

If you have any questions about our Return and Refund Policy, please contact us through our email:  [Info@Pawpal.co.nz].

 

【Policy Changes】

We reserve the right to modify this Return and Refund Policy at any time. Any changes will be posted on our website.