Return Policy

Thank you for shopping at The Pawstar store! We are dedicated to ensuring the satisfaction of our customers. Please review our return policy below.

1. Returns:
   Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
   
   Exceptions / non-returnable items
   Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
   
   Unfortunately, we cannot accept returns on sale items or gift cards.
   
   Exchanges
   The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
   
   European Union 14 day cooling off period
   
   We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
   If more than 15 business days have passed since we’ve approved your return, please contact us at info@thepawstar.store
   We accept returns within 30 days of the original purchase date.
   To be eligible for a return, the item must be unused, in its original packaging, and in the same condition as received.
2. Refunds:
   Once we receive your return, our team will inspect the item and process your refund.
   Refunds will be issued to the original payment method within 5 business days.
3. Exchanges:
   If you received a defective or damaged item, we will gladly exchange it for a new one.
   Please contact our customer service team at info@thepawstar.store to initiate an exchange.
4. Return Shipping:
   
   Damaged or Incorrect Items:
   
   Change of Mind Returns:
   If you change your mind or ordered the wrong item:
   - Contact us within 14 days of delivery
   - Items must be unused and in original packaging
   - Return shipping costs are the responsibility of the customer
   
   Please note: as we work with global suppliers, return shipping costs may be high.
5. How to Initiate a Return:
   To initiate a return, please contact our customer service team at info@thepawstar.store before returning any item. We'll provide the correct return address if a return is required.
   Provide your order number, a brief explanation of the reason for the return, and any relevant photos if applicable.
6. Non-Returnable Items:
   Certain items are non-returnable, including personalized products and perishable goods.
   Please check the product description for any specific return restrictions.
7. Cancellations:
   If you wish to cancel your order, please contact us as soon as possible. Once an order has been shipped, it cannot be canceled.
8. Contact Us:
   If you have any questions or concerns regarding our return policy, please contact our customer service team at info@thepawstar.store

Thank you for choosing The Pawstar store! We appreciate your business and strive to make your shopping experience enjoyable.