Refund policy

Return & Refund Policy

Last updated: August 10, 2026

Thank you for shopping with us! We want you and your pets to be completely satisfied with your purchase. If there is a problem with your order, please contact us and we'll do our best to make it right.

1. Returns

We accept eligible returns within 30 days of delivery.

To be eligible for a return, the item must:

  • Be unused and in its original condition.

  • Be in the original packaging, where applicable.

  • Not show signs of use, damage, or alteration.

  • Be accompanied by your order number or proof of purchase.

Important: For health, hygiene, and safety reasons, certain pet products may not be eligible for return once opened or used. This may include pet food, treats, grooming products, hygiene products, and other consumable items.

Please contact us before sending anything back. We will provide return instructions if your item is eligible for a return.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please provide:

  • Your order number.

  • A description of the problem.

  • Clear photos or videos showing the item and the issue.

  • Photos of the packaging if it arrived damaged.

After reviewing your request, we may offer a replacement, refund, or another appropriate solution.

Please do not return a damaged or incorrect item without contacting us first.

3. Refunds

Once your refund request has been reviewed and approved, we will process the refund to your original payment method.

Please allow several business days for the refund to appear in your account, depending on your bank or payment provider.

If you have not received your refund after the expected processing period, please contact your bank or payment provider first. If the issue continues, contact us and we'll assist you.

4. Return Shipping

If you are returning an item because you changed your mind, ordered the wrong size, or no longer want the product, the return shipping cost may be the responsibility of the customer.

If the item is defective, damaged during delivery, or we sent you the wrong product, we may cover the reasonable return shipping costs or provide another appropriate solution.

5. Exchanges

We may offer exchanges for eligible products depending on availability.

If you need a different size, color, or product, please contact us before returning your order.

6. Non-Returnable Items

For safety and hygiene reasons, the following types of products may not be eligible for return once opened or used:

  • Pet food and treats.

  • Grooming and hygiene products.

  • Used pet accessories.

  • Personalized or customized products.

  • Products that cannot safely be resold after opening.

  • Gift cards, where applicable.

If you are unsure whether your item qualifies for a return, please contact our customer support team before sending it back.

7. Order Cancellations

If you need to cancel your order, contact us as soon as possible after placing it.

Because we use a dropshipping fulfillment process, orders may be sent to our fulfillment partners shortly after purchase. Once an order has been processed or shipped, cancellation may no longer be possible.

If the order has already shipped, you may need to follow our standard return process.

8. Lost or Undelivered Packages

If your package appears to be delayed or has not arrived within the estimated delivery period, please contact us.

If tracking shows that your package was delivered but you cannot locate it, please first check with household members, neighbors, your building reception, and the delivery carrier.

We will do our best to assist you in locating the package.

9. International Orders

For international orders, delivery times may vary due to customs, local postal services, weather, or other circumstances outside our control.

Customers may be responsible for any customs duties, taxes, or import fees imposed by their country.

10. How to Request a Return or Refund

To request a return or refund, please contact our customer support team with:

Order Number: [ORDER NUMBER]
Email: [YOUR SUPPORT EMAIL]

Please include a brief explanation of the issue and, when applicable, clear photos or videos of the product.

We will review your request and respond with the next steps.

11. Our Commitment

We care about our customers and their pets. If something isn't right with your order, please contact us before leaving a review or opening a payment dispute. We'll always try to find a fair solution.

Thank you for choosing [PawSea] for your pet's needs!