Refund Policy
Return & Refund Policy — 30-Day Hassle-Free Returns
We want you and your pet to be completely satisfied with every purchase. If you're not happy for any reason, you may request a return within 30 days from the date you receive your order. Here's everything you need to know.
一：Return eligibility
General eligibility:
For apparel, toys, and accessories: must be unused, unwashed, with all original tags and packaging intact.
For food and supplements: must be unopened and in their original sealed packaging.
Proof of purchase (order number) is required.
二：Non-returnable items
The following items cannot be returned:
Pet food and supplements that have been opened, used, or have broken seals (hygiene and safety reasons)
Items returned after the 30-day window
Gift cards
Important: If you receive an opened, damaged, or defective food/supplement item, please contact us immediately with photos — we will resolve it promptly.
三：Return shipping fee
For change-of-mind returns (e.g., pet doesn't like it, wrong size/style, no longer needed):
You are responsible for the return shipping costs
We recommend using a trackable shipping service for items over $75
For our error (damaged, defective, wrong item sent):
We will cover the return shipping costs and provide a prepaid return label
We will issue a full refund including the original shipping cost
For EU customers exercising their 14-day cooling-off right:
We will refund the standard outbound shipping cost (as required by EU law)
You are responsible for the return shipping costs
四：Original shipping cost
Original shipping fees are non-refundable for change-of-mind returns. Exception: For EU customers exercising their statutory 14-day right of withdrawal, the standard outbound shipping cost will be refunded.
五：Special policies for product categories
| Category | Return policy conditions |
|---|---|
| Pet Food & Supplements | Unopened and sealed products are eligible for return; once opened, only quality issues can be addressed for processing. |
| Pet Apparel | Not wearing, not washed, with intact label, and in original packaging in good condition |
| Pet Toys | Not used, original packaging is intact |
| Pet Accessories/Supplies | Not used, original packaging is intact |
六：How to initiate a return
Email us at pawtientpet@Outlook.com with:
Your order number
Item(s) you wish to return
Reason for return
Photos (for damaged/defective items)
We will respond within 24 hours and provide return instructions
Pack the item securely and ship to the address provided
Once we receive and inspect the return, we will process your refund
七：Refund processing
Refunds are processed within 5 business days of receiving and inspecting the return. Refunds are issued to the original payment method. Bank/credit card processing times may vary.