Refund policy

🐾 Return & Refund Policy – Pawthentic

At Pawthentic, we stand behind every product we sell. If something isn't right, we'll make it right — simple as that.

📅 Return Window You may request a return within 30 days of receiving your order.

✅ Return Eligibility To be eligible for a return:

  • Item must be unused and in its original condition
  • Must include all original packaging and contents
  • Must have proof of purchase

We accept returns only in the following cases:

  • Defective or damaged items
  • Incorrect item received
  • Product does not match the description

🚫 Non-Returnable Items We do not accept returns if:

  • The product has been opened or used
  • The item shows signs of use or handling
  • The packaging has been damaged by the customer

We also do not accept returns for:

  • Change of mind
  • Incorrect usage
  • Personal preference
  • Items purchased on sale or at a discounted price

📦 How to Request a Return Contact us at: 📧 support@pawthentic.com

Include:

  • Your order number
  • Description of the issue
  • Photo or video evidence (if applicable)

If your return is approved, we will provide return instructions.

⚠️ Items returned without prior approval will not be accepted.

🚚 Return Shipping

  • Customers are responsible for return shipping costs
  • Original shipping fees are non-refundable
  • We recommend using a trackable shipping method

💥 Damaged or Incorrect Items Please inspect your order upon arrival. If your item is defective, damaged, or incorrect:

  • Contact us within 48 hours of delivery
  • Provide clear photo/video evidence

We will:

  • Send a replacement at no additional cost, or
  • Issue a full refund where appropriate

🔁 Exchanges We do not offer direct exchanges. To receive a different item:

  1. Request a return
  2. Place a new order once approved

💳 Refunds Once your return is received and inspected:

  • You will be notified of the approval status
  • Approved refunds will be issued to your original payment method within 5–10 business days

⏳ Processing time may vary depending on your bank or payment provider.

📩 Need Help? 📧 support@pawthentic.com

We're here for you and your pet every step of the way. 🐾