Refund & Returns Policy
We want you and your pet to feel confident with your purchase. If something is not right, this policy explains how returns, refunds, damaged items, and exchanges are handled.
30-day return window
You may request a return within 30 days after delivery. To be eligible, items should be unused, clean, unwashed, undamaged, and in the original packaging where possible.
How to start a return
Contact xyzcustomerservice@163.com before sending anything back. Include your order number, checkout email, item name, and return reason. Photos or video may be requested for damaged, defective, incorrect, return, or exchange requests to verify the product condition.
Do not send a return without instructions from our support team.
Return Request & Condition Verification
Before starting any return, customers must contact our support team at:
xyzcustomerservice@163.com
Please provide:
- Order number
- Email address used at checkout
- Product name
- Reason for return
To verify the product condition and ensure all returned items meet our quality standards, customers are required to provide a short video showing:
- The complete product
- Product condition
- Original packaging
- Accessories and included parts
Please email the video to:
xyzcustomerservice@163.com
Our team will review the video and confirm whether the item is eligible for return.
Do not send any return package before receiving return approval and instructions from our support team.
Unauthorized returns may not be processed.
Return conditions
- Items must be unused, clean, unwashed, and free from pet hair, stains, odors, damage, or signs of wear.
- Packaging, accessories, inserts, and parts should be included where possible.
- Products used in direct hygiene, grooming, or pet-contact routines may be refused if they cannot be safely restocked.
Non-returnable items
- Used grooming products, opened wipes, and hygiene items.
- Items with pet hair, stains, odors, visible wear, or damage.
- Personalized or custom items.
- Gift cards.
- Clearance or final sale items when clearly marked.
- Items damaged by misuse, improper cleaning, or normal wear.
Customer-Reason Returns
For returns caused by customer preference, including:
- Wrong size selected
- Wrong color selected
- Changed mind
- No longer needed
- Ordered by mistake
Customers are responsible for:
- Return shipping costs
- Any applicable shipping fees
Original shipping fees are non-refundable once an order has shipped.
A 25% restocking fee will be deducted from the refund amount.
Returned items must be:
- Unused
- Clean
- Unwashed
- Free from pet hair, stains, odors, or damage
- Returned with original packaging and accessories
Items that show signs of use or cannot be safely restocked may not be eligible for a refund.
If the item arrives damaged, defective, incorrect, or missing parts, customers should contact support@pawsinawe.com within 7 days of delivery. We will help resolve the issue with a replacement, refund, or another appropriate solution.
Refund process
After we receive and inspect your return, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method. Your bank or payment provider may take 5-10 business days to post the refund after approval.
Exchanges
Exchange requests are handled based on product availability.
Before approving an exchange, customers must provide a short video showing that the product remains:
- Unused
- Clean
- Unwashed
- Undamaged
- With original packaging and accessories
Please send the video to:
xyzcustomerservice@163.com
Our support team will review the product condition and provide exchange instructions after approval.
Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect.
Important Return Reminder
Please do not ship products back before receiving approval from our support team.
All returns must be reviewed and approved before a return address or instructions are provided.
This helps us ensure a smooth and accurate return process for every customer.
Order cancellations
Orders can only be canceled before processing or shipping begins. Once an order has shipped, it cannot be canceled and must follow the return process if eligible.