Refund policy
PawFresh — Return & Refund Policy
Last updated: October 19, 2026
This policy explains when we accept returns and refunds and how to request them. It applies without prejudice to any rights granted to you by applicable law.
1. Return window
You have 15 days from the date you receive your order to request a return of an unopened product (for example, if you change your mind). If the product is defective, see the 30-day warranty in section 4.
2. Return conditions
To be accepted, the product must be:
- Unopened and unused.
- In its original packaging.
- In perfect condition, with all its accessories.
Return shipping costs are paid by the customer.
Once we receive the product and our team confirms it meets these conditions, we will process your refund. If the product does not meet any of these conditions, the refund may not apply.
3. How to request a return
Email us at paawfresh@outlook.com before sending anything, including your order number and the reason. We will send you the instructions and return address. Returns sent without contacting us first will not be accepted.
4. 30-day warranty: damaged, defective or incorrect items
Your PawFresh comes with a 30-day warranty from the day you receive it. If it arrives damaged, stops working, has a defect, or isn't the item you ordered, email us at paawfresh@outlook.com within those 30 days with your order number and photos or a video of the issue. We will review your case and offer a replacement or a refund. In these cases you won't have to pay anything.
5. Refunds
Approved refunds are issued to the original payment method. Depending on your bank or payment provider, it may take a few days to appear in your account. Original shipping costs are non-refundable, except for damaged, defective or incorrect items.
6. Exchanges
We do not offer direct product exchanges.
7. Cancellations
If you want to cancel your order, email us as soon as possible at paawfresh@outlook.com. If it hasn't shipped yet, we will cancel it and refund you in full. Once shipped, it can no longer be cancelled and the return conditions of this policy apply.
8. Contact
PawFresh — paawfresh@outlook.com
Always include your order number so we can help you faster.