Refund policy

Our store has a non-refundable return policy in place. This means that once a purchase is made, it cannot be returned for a refund. We understand that sometimes customers change their minds or may not be satisfied with a product, but unfortunately, we are unable to offer refunds in these cases. We encourage our customers to carefully consider their purchases before making a final decision.

However, if there is a defect or issue with the product, we are more than happy to provide assistance and find a suitable solution. Our goal is to ensure customer satisfaction, and we strive to provide high-quality products and services.

The deadline for informing us about a defective product or other related issue of an order is 7 days from the date you received the goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@pawsandpaws.co.

Please note that returns will need to be sent to the following address:
2A, Lorong Delima 10, Island Glades, Gelugor, 11700, Penang

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We reserve the right to refuse returns of any merchandise that does not meet the above return conditions at our sole discretion. 

You can always contact us for any return question at info@pawsandpaws.co.

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-returnable Items
Certain types of items cannot be returned, such as goods which are worn or damaged by your pets, custom or personalized goods and made-to-order goods such as pre-ordered. Please get in touch if you have questions or concerns about your specific item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 21 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 30 business days have passed since we’ve approved your return, please contact us at info@pawsandpaws.co.