退款政策

# Refund & Return Policy
Last updated: [Aug 3, 2026]

Thank you for shopping at [PawLoom Pets]. We are committed to providing high-quality pet products and a transparent shopping experience. This policy applies to all customers in the European Union (EU), the United States, Canada, and Australia, and does not limit your statutory consumer rights under applicable local laws.

 1. Return Windows by Region
Return eligibility and timeframes vary based on your shipping destination, in compliance with local consumer regulations:

【European Union & EEA】
In accordance with the EU Consumer Rights Directive, you have a statutory 14-day cooling-off period to withdraw from your purchase for any reason.
- The 14-day period starts from the day you (or your designated third party) take physical possession of the last item in your order.
- To exercise this right, you may use the online return function in your account or notify us via email at [Your Support Email] with a clear statement of your decision.

【United States & Canada】
We accept voluntary returns for change of mind within 30 days of delivery. This policy is in addition to your rights under state and provincial consumer protection laws for defective, damaged, or misrepresented goods, which have no time limit.

【Australia】
We accept voluntary returns for change of mind within 30 days of delivery. This policy is in addition to your statutory guarantees under the Australian Consumer Law (ACL), which entitle you to a refund or replacement for goods that are faulty, unfit for purpose, or do not match their description.

2. Eligibility for Returns
To be eligible for a return, all items must meet the following conditions:
- The item must be unused, unworn, and in new condition
- All original tags, packaging, and accessories must be intact and attached
- The item must not show signs of pet hair, stains, odors, or damage from improper use

3. Non-Returnable Items (Hygiene & Custom Exemptions)
For health, hygiene, and safety reasons, the following items are **not eligible for return or exchange** unless they arrive damaged or defective. This exemption complies with Article 16(e) of the EU Consumer Rights Directive and equivalent local consumer laws:
- Pet apparel, socks, and wearable hygiene products that have been opened, tried on, or removed from their sealed original packaging
- Customized, personalized, or made-to-order pet products
- Consumable pet products (grooming supplies, treats, chews) that have been opened or used

4. Return Shipping Costs
Responsibility for return shipping costs depends on the reason for return:
- **Buyer's reason (change of mind, wrong size ordered, etc.)**: You are responsible for all return shipping charges. Original shipping fees are non-refundable.
- **Seller's error (damaged item, defective product, wrong item shipped)**: We will cover all return shipping costs and provide a pre-paid return label where available.

5. Refund Process & Timeline
1. Initiate your return by contacting our support team at [Your Support Email] with your order number and reason for return, or use the online return portal in your customer account.
2. Our team will review your request and provide return instructions within 1-2 business days.
3. Ship the item back to the address provided, in its original packaging.
4. Once we receive and inspect the returned item (typically 3-5 business days after delivery to our warehouse), we will process your refund to your original payment method.
5. Refunds will reflect in your account within 5-10 business days, depending on your payment provider's processing schedule.

6. Exchanges
We only offer exchanges for defective or damaged items. For size or style changes, please return the original item and place a new order.

7. Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery with:
- Your order number
- Photos of the packaging and the damaged/incorrect item
- A description of the issue

We will arrange a free replacement or full refund at your option, and cover all associated shipping costs.

8. Order Cancellations
- You may cancel your order free of charge at any time before it has been shipped.
- Once the order has been dispatched, cancellation is no longer possible, and you may use the return process above instead.

9. 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.