Return & Exchange Policy

At Pawthopia, we want you and your furry friend to be completely happy with your purchase. If you're not satisfied, we're here to help! Below is our Return and Exchange Policy, which provides all the information you need to initiate a return or exchange.

1. Return Eligibility

We accept returns for most items within 15 days of receiving your order. To be eligible for a return, the following conditions must be met:

• The item must be unused and in original, unused condition (including packaging, tags, and labels still intact).
• The item must be returned within 15 days from the date you received it.
• You must contact us to initiate the return process within the 15-day period. Items returned without prior approval will not be accepted.

Non-returnable items include:

• Hygiene-related items (e.g., grooming tools, pet beds, pet clothing).
• Any products marked as “final sale” or “non-returnable” at the time of purchase.

2. How to Return an Item

To return an item, please follow these steps:

1. Contact Us: Send an email to office@pawthopia.com with your order number and the reason for your return. Please include photos of the item if it is damaged or defective.
2. Return Authorization: We will provide you with a Return Authorization (RA) and instructions on how to send the item back. Do not return the item without prior authorization, as we cannot process returns without it.
3. Pack Your Item: Securely package the item to prevent damage during transit. Be sure to include all original packaging, tags, and labels.
4. Return Shipping: You will be responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong or defective item). We recommend using a trackable shipping service or purchasing shipping insurance for high-value items.

3. Refunds

Once we receive your returned item, we will inspect it and process your refund. Refunds will be issued to your original payment method. Please allow 7-10 business days for the refund to appear in your account, depending on your payment provider.

Note:

• Shipping costs are non-refundable unless we made an error with your order.
• Restocking fees may apply for certain items (this will be specified during the return process).

4. Exchanges

We do not offer direct exchanges at Pawthopia. If you would like to exchange an item for a different size, color, or product, we recommend following these steps:

1. Return the original item for a refund.
2. Place a new order for the item you wish to receive.

If you would like to exchange an item for a defective or incorrect item, please reach out to us as soon as possible. We will cover return shipping costs for exchanges related to our error.

5. Damaged or Defective Items

If your item arrives damaged or defective, we’re here to make it right! Please contact us within 7 days of receiving your order with the following information:

• Your order number
• Photos of the damaged or defective item
• A description of the issue

Once we confirm the damage or defect, we’ll offer you a full refund or replacement at no additional cost to you. In some cases, we may ask you to return the damaged or defective item, and we will cover the return shipping costs.

6. Order Cancellations

If you wish to cancel your order, please contact us as soon as possible. We process orders quickly, and once an order has been shipped, it cannot be canceled. If your order has already been shipped, you can follow our return process once you receive the item.

7. Return Shipping Fees

Unless the return is due to our error (e.g., defective, wrong item), return shipping fees are the responsibility of the customer. We recommend using a trackable shipping service or purchasing shipping insurance for valuable items, as we cannot guarantee the return package will be received by us.

8. International Returns and Exchanges

For international customers, you are responsible for the return shipping costs. International returns may also be subject to customs duties or taxes, which are the responsibility of the customer.

9. Contact Us

If you have any questions or need assistance with your return or exchange, feel free to contact our customer service team:

• Email: office@pawthopia.com
• Phone: +359 882 281755

We’re here to ensure your experience at Pawthopia is as smooth as possible, and that both you and your furry friend are happy with your purchases. Thank you for choosing Pawthopia, and we appreciate your trust in us!