Refund policy

Returns & Refunds

Our Money-Back Guarantee

If your order does not arrive, arrives damaged, or is significantly different from what was described, we will refund you in full or send a replacement at no cost to you. Your satisfaction is our priority.

14-Day Return Window

Eligible items can be returned within 14 days of delivery for a refund or exchange.

Eligibility

• Item is unused and in its original condition
• Item is in its original packaging
• Proof of purchase is available

Personalised items, gift cards, and final-sale items are not returnable.

How to Start a Return

Email support@pawsplanet.online with your order number and the reason for the return. We will send you return instructions and, where applicable, a return address.

Refunds

Once your return is received and inspected, refunds are processed within 5–7 business days to the original payment method. You will receive an email confirmation once the refund has been issued.

Damaged or Defective Items

If an item arrives damaged or defective, email us within 48 hours with photos. We will arrange a replacement or refund at no extra cost.

Cancellations

You can cancel your order free of charge before it ships. Contact support@pawsplanet.online as soon as possible — once an order has shipped, our standard returns process applies.