Return & Refund Policy

Last Updated: August 2026

At Pawsupport, we adhere to customer-oriented service principles and provide standardized return and refund rules for all orders placed on our official website. Please note that we do not offer product exchange services. All eligible return requests will be processed as refunds only.

1. Return Eligibility

To qualify for a refund, all returned items must meet the following requirements:

• Return request is submitted within 30 calendar days of order delivery
• Products are unused, unwashed, undamaged, and in original packaging with all tags and accessories intact
• Items are not damaged by improper use, human error, or long-term wear

We reserve the right to reject returns that do not meet the above standards.

EU Customers: In addition to the above, customers in the European Union are entitled to a 14-day cooling-off period under the EU Consumer Rights Directive, during which you may return any eligible item without providing a reason. Our 30-day return window exceeds this statutory minimum.

2. Non-Returnable Items

The following products are non-returnable and non-refundable due to product attributes and hygiene regulations:

• Pet funeral and memorial products (pet coffins, ash boxes, and customized memorial supplies)
• Products damaged by incorrect installation, improper operation, or daily wear and tear
• Discounted clearance items and customized personalized products

3. No Exchange Service

We currently do not offer direct exchanges for any reason, including size unsuitability, style mismatch, or personal preference. If you are unsatisfied with your purchased items, please submit a return application for a refund and place a new order for your desired products.

4. Defective & Damaged Products

We provide full after-sales support for defective, damaged, missing parts, or incorrect items caused by our side. Please contact our customer service within 7 days of receiving your order and provide valid photos or videos for verification. Qualified orders are eligible for a full refund without return or free replacement, as determined by our support team. This does not affect any statutory rights you may have under applicable local consumer protection laws.

5. Refund Process & Timeframe

Once we receive and inspect your returned items, we will confirm refund eligibility within 3–5 business days. Approved refunds will be returned to your original payment account. The actual arrival time depends on your payment platform and bank processing rules, typically within 7–15 business days.

6. Return Shipping Fee

Return shipping fees are borne by the customer for personal-reason returns (such as size unsuitability, personal preference, or unnecessary purchase). We will cover return shipping costs only for quality issues, delivery errors, or other responsibilities attributable to our store.

7. Customer Support

If you have any questions about return eligibility, refund progress, or product issues, please contact our support team. We will reply and assist you within 24 business hours.