Refund policy

PawVora – Return & Refund Policy

At PawVora, we're committed to providing stylish, practical, and high-quality pet accessories designed to bring comfort, happiness, and convenience to pets and their owners. Your satisfaction matters to us, and if something isn't right with your order, we're here to help resolve it fairly, simply, and transparently.

✅ Eligibility for a Refund

You may request a return or refund within 14 days of receiving your order if:

  • You contact our customer support team within this timeframe.

  • The item is unused and in its original packaging.

  • The product is in its original, resellable condition.

  • The item is damaged, defective, or incorrect.

  • The product does not match its description.

For returns based on a change of mind, items must meet our standard return conditions. Different conditions may apply to damaged, defective, or incorrect products under applicable consumer protection laws.

🚫 Non-Refundable Items

Where permitted by applicable law, we do not accept standard returns for:

  • Pet accessories that have been used, washed, or altered after delivery.

  • Products showing signs of pet hair, stains, odors, chewing, scratching, or excessive wear.

  • Items returned without original packaging, where packaging is required for a standard return.

  • Custom or personalized pet accessories.

  • Certain grooming and hygiene products that cannot be returned for health or hygiene reasons.

  • Final sale or discounted items specifically identified as non-returnable, where legally permitted.

  • Products clearly marked as non-returnable at checkout.

  • Items damaged due to misuse, improper handling, or excessive force.

These exclusions do not affect your statutory rights regarding defective, damaged, misdescribed, or incorrect products.

📝 How to Request a Return

To start a return, please contact our customer support team through our Contact Us page with:

  • Your order number.

  • A brief explanation of the issue or reason for return.

  • Clear photos of the product and packaging, where applicable.

  • Details of any damage, defects, or incorrect items received.

Our team will review your request and guide you through the next steps.

🔄 Return & Refund Process

1. Review & Approval

Our customer support team will review your return request and may ask for additional information if needed.

If your request meets our return policy requirements, we will provide instructions on how to proceed.

2. Return Instructions

If your return request is approved, we will provide:

  • The return shipping address.

  • Packaging and shipping instructions.

  • Any additional information required to process your return.

📦 Return Shipping Costs

Return shipping costs are the customer's responsibility unless:

  • The item is defective.

  • The item arrived damaged.

  • The wrong product was delivered.

  • Applicable consumer protection laws require otherwise.

We recommend using a trackable shipping service when returning items.

3. Refund Issuance

Once your returned item has been received and inspected, we will notify you of the refund decision.

If approved:

  • Your refund will be issued to the original payment method.

  • Refund processing typically takes 5–7 business days, depending on your payment provider.

  • Additional time may be required for your bank or card provider to reflect the refund.

Applicable statutory refund deadlines will always take precedence.

📌 Important Notes

  • Please contact our support team before sending a product back so we can provide the correct return instructions. This does not restrict mandatory statutory return rights.

  • Items returned under our standard change-of-mind policy must be unused and in their original condition.

  • Original shipping fees are generally non-refundable unless the item is faulty or a refund is required by applicable law.

  • Returns showing signs of use, pet-related damage, or missing components may be rejected where permitted by law.

  • Pet grooming and hygiene accessories may be subject to additional return restrictions.

  • Returns involving suspected fraud or abuse may be reviewed individually without limiting legitimate consumer rights.

  • Customers should ensure returned products are securely packaged to help prevent damage during transit.

💬 Need Help?

We're here to support you and your furry companions every step of the way.

If you have any questions about returns, exchanges, damaged products, or refunds, please visit our Contact Us page.

Our customer support team will be happy to assist you and help ensure your PawVora shopping experience remains smooth, simple, and worry-free.

At PawVora, we believe happy pets deserve happy owners — and your satisfaction will always be important to us.