RETURN AND REFUND PROCESS

When and how can I return an item?

Changing your mind

As our valued customer, your satisfaction is our top priority. If, for any reason, you are not completely satisfied with your purchase, you have 14 days (from the date you receive your goods) to return it to us for a full refund. The packaging must be intact, and the product should be undamaged. We aim to make returns as simple as possible. Return requests beyond 14 days won’t be accepted.

 

  1. Eligible Return Conditions
    Only items that are unused, clean, and have all tags and packaging intact qualify for a return. This ensures hygiene and fairness for all customers. We recommend checking your order immediately upon arrival. If you’re unsure, contact us for guidance. We’re happy to walk you through the process.
  2. Non-Returnable Items
    Items like grooming tools, custom products, and opened food items cannot be returned due to hygiene and safety concerns. Once such items are used or opened, we are unable to resell them. Please check product details before buying. Contact us if you’re unsure about eligibility before placing your order.
  3. Refund Processing Time
    After we receive and inspect your returned item, your refund will be processed within 5–7 business days. Refunds are issued to the original payment method only. You’ll be notified via email once the refund is initiated. If it doesn’t reflect in your account within 10 days, contact your bank or us.
  4. Damaged, Wrong, or Incomplete Items
    If you receive incorrect, damaged, or incomplete items, please contact us within 3 days of delivery. Share photos of the product and packaging to help us resolve the issue quickly. We’ll offer a free replacement or full refund after proper inspection.
  5. Reserved Rights and Legal Notice

    We reserve the right to define, limit, refuse, and reject returns that show excessive wear, alteration, potential fraud, or other irregular activity. We may refuse service for similar reasons. Non‑Potail Paws items sent to our distribution center will be discarded upon receipt.

    We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:

    • An irregular or excessive returns history is indicative of "wardrobing."
    • An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
    • Potential fraudulent or criminal activity.

    Similarly, we reserve the right to refuse service to any customer or entity due to similar actions as noted above.