Refund policy
Return & Refund Policy
1. Right of Withdrawal (14-Day Cooling-off Period)
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good delivered.
If the deadline falls on a weekend or public holiday, it will be extended to the next working day.
To exercise the right of withdrawal, you must inform us of your decision to withdraw from this contract by an unequivocal statement. You may submit your withdrawal request directly through your customer account, or contact our customer service team via email at OySophieWu@gmail.com.
Submission Channels for Return & Refund Applications
You can log in to your customer account via our official website https://account.pawloompets.com to submit a return or refund request and track the processing progress.
For customers who check out with a mobile phone number (guest checkout without registering a store account), the above account portal is not available. You can initiate a return application through the order link included in the order confirmation SMS you received after placing the order.
2. Return Eligibility & Conditions
To be eligible for a return and full refund, items must meet the following requirements:
- Unused, unworn or unopened, in the same condition that you received them
- Kept in the original undamaged packaging, with all tags, labels and accessories intact
- Not classified as non-returnable items listed in Section 6
3. Return Shipping & Responsibility Division
3.1 Seller-responsible Returns
If you receive a defective, damaged, or incorrect item caused by our fault, please contact customer service within 48 hours of delivery with photos of the outer packaging and the item.
We will cover all return shipping costs, and arrange a free replacement or full refund at your option.
3.2 Buyer-responsible Returns
If you return an item for personal reasons (such as change of mind, size or style mismatch, no longer needed), you will bear the return shipping costs.
The original shipping fee paid at checkout is non-refundable. If we provide a prepaid return label for you, the corresponding return shipping fee will be deducted from your final refund amount.
4. Refund Processing Time
Once we receive the returned item and complete the quality inspection, we will process your refund within 7–14 business days.
The refund will be issued to your original payment method. The actual time for the refund to appear in your account depends on the processing schedule of your payment provider.
5. Order Cancellation Rules
You may cancel your order free of charge at any time before the order is fulfilled and shipped.
Once the order has been dispatched, cancellation is no longer available. If you no longer want the item, you may exercise your 14-day right of withdrawal after receiving the goods.
6. Non-Returnable Items
The following items are not eligible for return or withdrawal for hygiene, customization or food safety reasons:
- Custom-made or personalized products
- Intimate apparel, pet hygiene products and similar items that may affect secondary sales once opened
- Digital products that have been downloaded or activated
- Sealed goods not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
7. Damaged or Defective Items
If your item arrives damaged, defective, or does not match the description, please contact us within 48 hours of delivery and provide:
- Your order number
- Photos of the outer packaging and the damaged/incorrect item
- A specific description of the issue
We will arrange a free replacement or full refund according to your preference, and cover all associated shipping costs.
8. Your Statutory Rights
Nothing in this policy is intended to limit or exclude any non-waivable statutory consumer rights that apply to you under the laws of your jurisdiction.
我们有 30 天退货政策，这意味着您可以在收到商品 30 天内申请退货。
退货需符合条件，您的商品必须与收到时的状态相同、未穿过或未经使用、带有标签并保持原包装。您还需要提供收据或购买证明。
若要开始退货，您可以通过 OySophieWu@gmail.com 联系我们。请注意，退货商品需要寄送到以下地址：中国 广东省 深圳市 坪山区 景强路1号
如果我们接受您的退货，则会给您寄一个退货发货标签，以及有关包裹寄送方式和地点的说明。我们不接受未申请退货而直接退回的商品。
如有任何退货问题，您可以随时通过 OySophieWu@gmail.com 联系我们。
损坏和问题
请在收货时检查您的订单商品，如果商品有缺陷、损坏或发错，请立即联系我们，以便我们评估并纠正问题。
例外/不可退货商品
某些类型的商品不能退货，例如易腐商品（如食品、鲜花或植物）、定制产品（如特殊订单或个性化产品）和个人护理产品（如美容产品）。我们也不接受危险材料、易燃液体或气体产品退货。如果您对特定商品有疑问或担忧，请联系我们。
非常抱歉，我们不接受促销产品或礼品卡退货。
换货
确保得到所需商品的最快方法是退货，并在退货被接受时另外购买新商品。
欧盟 14 天冷静期
尽管有上述规定，如果商品是发货至欧盟，您有权在 14 天内无理由取消订单或退货。如上所述，您的商品必须与收到时的状态相同、未穿过或未经使用、带有标签并保持原包装。您还需要提供收据或购买证明。
退款
我们收到并检查您的退货商品后会通知您，告知是否批准退款。如果批准，退款将在 10 个工作日内退回到您的原始付款方式中。请记住，您的银行或信用卡公司也需要一些时间来处理和过账退款。
如果您在我们批准退货 15 个工作日后仍未收到退款，请通过 OySophieWu@gmail.com 联系我们。