Refund policy

At Paws Love, we want every order to be a great experience for you and your furry family members. If something isn’t right, we’ll always do our best to make it right.

Please read our Returns & Refund Policy before placing your order.

Our Promise

If there’s a genuine issue with your order, we’ll resolve it as quickly as possible.

Depending on the situation, we’ll provide either:

  • A replacement item, or
  • A full refund.

To help us investigate and resolve your claim quickly, we may ask you to provide photos or videos of the issue.

Eligible for a Replacement or Refund

We’ll happily replace your item or issue a full refund if:

  • Your item arrives damaged or defective.
  • You receive the wrong product.
  • Your package is confirmed lost in transit.
  • Your order cannot be delivered due to a shipping error on our part.

Returns

Because many of our products are intended for pets, we do not accept returns for hygiene and safety reasons.

We are therefore unable to accept returns or issue refunds if:

  • You changed your mind.
  • Your pet doesn’t like or use the product.
  • You ordered the wrong size, color, or model.
  • The item has been used.
  • The product was damaged after delivery.
  • The product shows normal wear and tear from regular use.

Please read product descriptions, measurements, and product specifications carefully before placing your order.

Order Cancellations

Our warehouse team begins processing orders shortly after they’re placed to ensure fast dispatch.

  • Orders may be cancelled within 12 hours of purchase.
  • After 12 hours, your order may already be in processing and can no longer be cancelled.
  • Once an order has been shipped, we are unable to stop, recall, or cancel the shipment.

If your order has already been dispatched and you no longer wish to receive it, you may refuse the package upon delivery where available.

Once the package has been returned to us by the shipping carrier, we’ll process your refund.

Please note that any original shipping charges and return shipping costs incurred may be deducted from your refund where applicable.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If an incorrect or incomplete address is provided, we cannot be held responsible for delivery issues resulting from the incorrect information.

If the package is returned to us due to an incorrect address, we can resend it once the correct address has been provided. Additional shipping charges may apply.

Packaging

Our products travel long distances to reach our customers around the world.

Occasionally, the outer packaging may show minor dents, creases, or signs of handling during transit.

As long as the product inside is fully functional and undamaged, cosmetic damage to the packaging is not considered a product defect and does not qualify for a refund or replacement.

Normal Wear & Tear

Refunds or replacements are not available for products that have reached the end of their normal service life or have been damaged through:

  • Normal wear and tear
  • Accidental damage
  • Misuse or improper handling
  • Use contrary to the product instructions
  • Damage occurring after delivery

Sale Items

Items purchased during promotional sales or using discount codes are considered final sale for change-of-mind purchases.

This does not affect your rights if the item arrives damaged, defective, or incorrect.

Refund Processing

Once your refund has been approved, it will be issued to your original payment method.

Please allow 5–10 business days for your bank or card provider to process the refund.

If you haven’t received your refund after this time, we recommend contacting your bank or credit card provider first, as processing times vary.

Need Assistance?

If you experience an issue with your order, please contact our support team as soon as possible.

To help us resolve your request quickly, please include:

  • Your order number
  • A description of the issue
  • Photos or videos (where applicable)

Our goal is always to provide the fairest and fastest solution possible.