Refund policy
Return & Refund Policy
Last updated: August 20, 2020
At PackAndPaws, we want you to feel confident when shopping with us. If there is an issue with your order, please contact us at support@packandpaws.com and our customer support team will be happy to assist you.
30-Day Return Window
You may request a return within 30 days of receiving your order.
Because we sell a variety of seasonal and general merchandise, return eligibility may vary depending on the nature and condition of the product.
To be eligible for a return, the item generally must:
- Be in the same condition in which it was received
- Be unused, unless the return is related to a product defect
- Include all original parts and accessories
- Be returned with its original packaging where reasonably applicable
- Meet any product-specific return requirements stated on the product page
Please contact us before sending any product back. Returns sent without prior approval may not be accepted.
Change-of-Mind Returns
Returns for reasons such as changing your mind, ordering the wrong item, or no longer needing the product may be accepted on a case-by-case basis.
If a non-defective return is approved, the customer is responsible for the return shipping costs.
Original orders receive free standard shipping, so there is no original standard shipping charge to refund.
Damaged or Defective Products
Please inspect your order after delivery.
If your product arrives damaged, defective, or has a quality-related issue, contact us as soon as possible at support@packandpaws.com.
Please include:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
Once the issue has been reviewed, we may provide an appropriate solution, including a replacement or refund, depending on the circumstances.
Incorrect Items
If you receive an incorrect item, please contact us at support@packandpaws.com.
Once confirmed, we will arrange for the correct item to be sent to you at no additional cost.
Shipping Damage
If your order is damaged during transportation, please contact us with photos of the item and packaging.
Once the shipping damage has been confirmed, we will arrange a replacement at no additional cost.
Exchanges
We do not offer standard product exchanges.
If you wish to purchase a different product, please contact us regarding return eligibility and place a new order separately.
This does not apply when we send a replacement because an item was damaged, defective, or incorrect.
Refunds
Once your approved return or refund request has been reviewed and accepted, we will process the refund within 1–3 business days.
Refunds will be issued to the original payment method.
Please note that your bank, credit card provider, or payment service may require additional time to post the refund to your account after we process it.
Lost Packages
If a package is confirmed to have been lost in transit, we will arrange a replacement shipment at no additional cost.
Please contact support@packandpaws.com if you believe your shipment has been lost.
Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address when placing an order.
If you notice an error in your shipping address, contact us as soon as possible.
We may be able to update the address before the order is shipped.
Once an order has shipped, we cannot guarantee that the address can be changed. Any additional costs or losses resulting from an incorrect address provided by the customer may be the customer's responsibility.
Contact Us
For any return or refund questions, please contact:
PackAndPaws
Operated by LuxeAesthetic Living Limited
Email: support@packandpaws.com
Website: https://packandpaws.com