Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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

Please note that we do not accept returns or refunds for change-of-mind purchases, personal preference, or price differences. This includes situations where you find the same or a similar product at a lower price elsewhere after placing your order.

To start a return, you can contact us at supporthktpetpaw@gmail.com. Please do not send your item back before contacting us and receiving return instructions.

If your return is approved, we’ll provide you with instructions on how and where to send your package. Items sent back without prior approval may not be accepted.

You can always contact us for any return questions at supporthktpetpaw@gmail.com.

Damages and Issues

Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged during shipping, or if you receive the wrong item.

To help us evaluate the issue, please provide your order number and clear photos or videos showing the problem.

After reviewing the issue, we’ll determine the appropriate solution, which may include a replacement or refund.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

• Items that have been used or damaged after delivery

• Items damaged due to misuse or improper handling

• Items returned without prior approval

• Gift cards

• Clearance or final-sale items, where applicable

If you have questions about whether your specific item qualifies for a return, please contact us before sending it back.

Exchanges

If you receive a defective, damaged, or incorrect item, please contact us at supporthktpetpaw@gmail.com.

Depending on the situation and product availability, we may offer a replacement.

For other returns that are not covered by this policy, exchanges are not available.

European Union 14-Day Cooling-Off Period

If your merchandise is being shipped into the European Union, you may have the right to cancel or return your order within 14 days in accordance with applicable consumer protection laws.

Any statutory consumer rights that apply to your order remain unaffected by this policy.

Where a return is permitted, the item must be returned in accordance with the applicable requirements and in an appropriate condition.

Refunds

We will notify you once we’ve received and inspected your return and let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note that your bank or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved, please contact us at supporthktpetpaw@gmail.com.