RETURN & REFUND POLICY
Last Updated: January 28, 2026
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OUR COMMITMENT TO YOU
At PawsSelect, your satisfaction is our priority. We want you and your pets to love every product you purchase. If you're not completely satisfied, we're here to help.
This Return & Refund Policy explains your rights and our procedures for returns, exchanges, and refunds.
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1. RETURN ELIGIBILITY
1.1 Return Window
You have 30 days from the date of delivery to initiate a return for eligible items.
1.2 Condition Requirements
To be eligible for a return, items must be:
✓ Unused and unworn – In the same condition as received
✓ Original packaging – With all tags, labels, and packaging intact
✓ Complete – Including all accessories, manuals, and components
✓ Proof of purchase – Receipt or order confirmation required
**Note:** We reserve the right to refuse returns that do not meet these conditions.
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2. NON-RETURNABLE ITEMS
For health, safety, and hygiene reasons, the following items **cannot be returned or exchanged**:
2.1 Hygiene & Safety Items
❌ Opened pet food or treats – Once packaging is opened
❌ Grooming products – Shampoos, conditioners, sprays (if opened)
❌ Dental care products – Toothbrushes, dental chews (if opened)
❌ Pet supplements – Once seal is broken
❌ Flea & tick treatments – Due to safety regulations
2.2 Other Restrictions
❌ Custom or personalized products – Engraved tags, custom beds, etc.
❌ Perishable goods – Fresh food, treats with short shelf life
❌ Final sale items – Clearly marked as "Final Sale" or "Clearance"
❌ Gift cards – Non-refundable by law
❌ Downloadable products – E-books, digital guides
2.3 Exceptions
Unopened products in the above categories may be eligible for return if:
- Still sealed in original packaging
- Within 30-day return window
- Accompanied by proof of purchase
If you're unsure whether your item is returnable, please contact us at contact@pawsselect.com before initiating a return.
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3. HOW TO INITIATE A RETURN
3.1 Step-by-Step Process
Step 1: Contact Us*
Email us at contact@pawsselect.com with:
- Your order number
- Item(s) you wish to return
- Reason for return (optional but appreciated)
- Photos if item is damaged or defective
Step 2: Receive Return Authorization
We'll respond within 1-2 business days with:
- Return authorization (RA) number
- Return shipping address
- Return instructions
Step 3: Package Your Return
- Include the RA number on the outside of the package
- Pack items securely in original packaging if possible
- Include a copy of your receipt or packing slip
Step 4: Ship Your Return
- Use a trackable shipping method
- Save your tracking number for reference
- We recommend insuring valuable items
3.2 Return Shipping Costs
Standard Returns (Change of Mind):
Customer is responsible for return shipping costs unless:
- Item arrived damaged or defective
- We shipped the wrong item
- Item is significantly not as described
Damaged, Defective, or Wrong Items:
We will provide a prepaid return label at no cost to you.
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4. DAMAGED, DEFECTIVE, OR WRONG ITEMS
4.1 Inspection Upon Delivery
Please inspect your order immediately upon delivery. If you receive:
- Damaged items
- Defective products
- Wrong items
Contact us within 48 hours at contact@pawsselect.com with:
- Order number
- Clear photos of the issue
- Description of the problem
4.2 Our Resolution
We will:
- Provide a prepaid return label (if return is necessary)
- Offer a full refund or replacement
- Cover all return shipping costs
- Process your resolution within 2-3 business days
Note: We may not require a return for significantly damaged items and may offer a refund while you keep the product.
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5. REFUND PROCESS
5.1 Refund Timeline
Once we receive your return:
1-2 business days: Inspection and processing
3-5 business days: Refund issued to original payment method
5-10 business days: Refund appears in your account (bank processing time)
Total estimated time: 7-15 business days from when we receive your return
5.2 Refund Method
Refunds are issued to your **original payment method only:
- Credit card refunds: 5-10 business days
- Debit card refunds: 5-10 business days
- PayPal refunds: 3-5 business days
- Shop Pay refunds: 3-5 business days
5.3 What's Refunded
Your refund will include:
✓ Product cost (full amount)
✓ Original shipping costs (if item is defective/wrong)
Not refunded:
❌ Return shipping costs (unless item is defective/wrong)
❌ Original shipping costs (if return is change of mind)
5.4 Partial Refunds
In certain situations, only a partial refund may be granted:
- Items not in original condition or damaged by customer
- Items missing components or accessories
- Items returned more than 30 days after delivery
We will notify you of any partial refund before processing.
5.5 Late or Missing Refunds
If you haven't received your refund after 15 business days:
1. Check your bank account – Sometimes processing takes extra time
2. Contact your credit card company – It may take time to post
3. Contact your bank – Processing delays can occur
4. Contact us – If you've done the above and still don't have your refund, email Contact@pawsselect.com
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6. EXCHANGES
6.1 Exchange Policy
We currently do not offer direct exchanges.
To exchange an item:
1. Return the original item following our return process
2. Place a new order for the desired item
This ensures:
- Faster processing
- You get the item you want without delay
- Correct inventory management
6.2 Size or Color Exchange
If you ordered the wrong size or color:
- Follow the standard return process
- We'll process your refund upon receipt
- Place a new order for the correct size/color
Pro Tip: Place your new order immediately while returning the old one to minimize wait time.
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7. INTERNATIONAL RETURNS
7.1 European Union – 14-Day Cooling Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, in accordance with EU consumer protection laws.
Requirements:
- Items must meet standard return conditions
- You are responsible for return shipping costs
- Item must be returned within 14 days of notification
7.2 Other International Locations
For orders shipped outside the EU and North America:
- Standard 30-day return policy applies
- Customer is responsible for return shipping costs
- Customer is responsible for any customs fees or import duties on returns
- International returns may take 3-4 weeks to process
Important: International customers should check local regulations regarding returns before purchasing.
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8. SPECIAL CIRCUMSTANCES
8.1 Order Cancellation
Before Shipment:
You may cancel your order for a full refund if it has not yet shipped. Contact us immediately at contact@pawsselect.com.
After Shipment:
Once an order has shipped, you must follow the standard return process. We cannot intercept packages in transit.
8.2 Lost or Stolen Packages
If your tracking shows the package was delivered but you didn't receive it:
1. Check with neighbors or household members
2. Contact your local post office
3. Wait 24-48 hours (sometimes marked delivered early)
4. Contact us at contact@pawsselect.com
We will work with the carrier to investigate. If the package is confirmed lost, we will:
- Reship your order at no cost, OR
- Issue a full refund
Note: We are not responsible for packages stolen after confirmed delivery.
8.3 Address Errors
If you provided an incorrect shipping address:
- We cannot change the address after an order ships
- You are responsible for any reshipping costs
- No refund will be issued if the package is delivered to the address you provided
Always double-check your shipping address before completing your order.
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9. RESTOCKING FEES
PawsSelect does not charge restocking fees for standard returns that meet our return conditions.
Exception: Custom or special order items may be subject to a restocking fee if you:
- Order a custom product and change your mind
- Were informed of the restocking fee before purchase
This will be clearly communicated before you complete your purchase.
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10. WARRANTY CLAIMS
Some products may come with manufacturer warranties. For warranty claims:
1. Contact the manufacturer directly for warranty service
2. If you need assistance, contact us at Contact@pawsselect.com
3. Provide proof of purchase and details of the defect
Our return policy is separate from manufacturer warranties. You may be entitled to warranty service even after our 30-day return window.
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11. SATISFACTION GUARANTEE
We stand behind the quality of our products. All items are:
- Tested by our own pets (Mystic, Micky, and Brutus)
- Carefully selected for safety and effectiveness
- Backed by our commitment to premium quality
If you experience any issues with your purchase, please contact us. We're here to make it right.
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12. CONTACT US
For questions about returns, refunds, or exchanges:
Customer Support:
📧 Email: contact@pawsselect.com
📞 Response time: 1-2 business days
Return Authorization Requests:
📧 Email: contact@pawsselect.com
📝 Include: Order number, item(s) to return, reason (optional)
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13. POLICY UPDATES
We reserve the right to update this Return & Refund Policy at any time. Changes will be effective immediately upon posting to our website.
Last Updated: January 28, 2026
Your continued use of our Services after changes constitutes acceptance of the updated policy.
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Thank you for choosing PawsSelect. We appreciate your business and your trust in our products!
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