Refund policy
Return, Refund & Replacement Policy
Last Updated: June 2026
At Paw Retreats, we stand behind the quality of our products and want every customer to have a positive experience. Please review the following policy regarding refunds, replacements, and order issues.
Eligible Refunds & Replacements
We offer refunds or replacements in the following situations:
Damaged or Defective Items
If your item arrives damaged, broken, or defective, you may qualify for a replacement or full refund.
To process your request, please provide clear photo or video evidence showing the issue within 30 days of delivery.
Incorrect Items
If you receive the wrong product, size, color, or an item is missing from your order, we will provide a replacement or refund once the issue has been verified.
Please include photos of:
- The item received
- The product packaging
- The shipping label
Lost or Undelivered Orders
If your order has not arrived and tracking indicates a delivery issue or prolonged transit delay, we will investigate the shipment and may provide a replacement or refund where appropriate.
Shipping Delays & Lost Packages
If an order shows no tracking updates, remains in transit for an unusually long period, or appears lost during shipment, Paw Retreats will investigate the issue with our fulfillment partners.
Orders that exceed the following transit timeframes may be eligible for a replacement or refund:
- 45 days from the shipping date for U.S. orders
- 60 days from the shipping date for most international orders
- 110 days from the shipping date for orders shipped to Brazil
Once the shipment has been reviewed and verified, we may issue a replacement or refund at our discretion.
Order Cancellations
Orders may be canceled for a full refund before processing or shipment begins.
Once an order has been processed or shipped, it can no longer be canceled.
Non-Refundable Situations
Refunds and replacements are not available for:
- Change of mind
- Buyer’s remorse
- Ordering the wrong item, size, or color
- Normal wear and tear
- Minor cosmetic variations that do not affect functionality
- Damage caused by misuse, neglect, improper cleaning, or modifications
- Orders marked as delivered by the carrier
- Incorrect shipping information provided by the customer
- Requests submitted more than 30 days after delivery
Return Policy
In most cases, physical returns are not required before a refund or replacement is issued.
If a return is requested, customers must first contact us for authorization and instructions. Unauthorized returns may not be accepted.
Customers are responsible for return shipping costs unless the return is the result of our error.
How to Submit a Claim
To request a refund or replacement, please contact us within 30 days of delivery at:
Email: pawretreats.com@gmail.com
Please include:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
- Any relevant tracking information
Failure to provide the requested information may delay or prevent claim approval.
Refund Processing
Once your claim has been reviewed and approved, refunds will be issued to the original payment method.
Depending on your bank or payment provider, funds may take 5–10 business days to appear in your account after processing.
Contact Us
If you have any questions regarding this policy, please contact:
We are committed to making things right whenever an issue occurs and appreciate your trust in Paw Retreats.