Refund policy

30-day returns

You can request a return within 30 days of receiving your order. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging where possible.

How to start a return

Email us at info@pawpuppy.store with your order number and the reason for the return. Please don't send items back before contacting us: we'll reply with the return address and instructions. Returns sent without contacting us first cannot be accepted.

Return shipping

- If the item arrived damaged, defective or wrong, we cover return shipping, or we send a replacement or refund without asking you to return it.
For other returns (for example, you changed your mind), return shipping is paid by the customer.

Damaged, defective or wrong items

Please check your order when it arrives. If something is wrong, contact us within 7 days of delivery with your order number and a photo of the item and packaging, so we can make it right.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few extra days to post it.

Exchanges

The fastest way to get a different item is to return the one you have and place a new order.

Cancellations

You can cancel an order free of charge until it ships. Email us as soon as possible with your order number.

Contact

Questions about returns? Email us at info@pawpuppy.store