Return, Refund & Exchange Policy

At The Pawsome Paradise, we want you and your furry companions to be happy with your purchase. If something is not right with your order, we are here to help. Please read our policy below to understand how returns, refunds and exchanges work.

1. Return Eligibility

You may request a return, refund or replacement if your item:

• Arrives damaged, defective or broken.

• Is incorrect or differs significantly from the product ordered.

• Experiences a qualifying product defect within the applicable warranty period.

All return requests must be submitted to our customer service team for review and approval before any item is shipped back.

2. Warranty Period

Eligible dropshipping orders are covered by a 30-day warranty from the date you receive your parcel.

This warranty covers qualifying issues, such as products arriving damaged or defective, or breaking within the 30-day warranty period.

The warranty does not automatically cover damage caused by misuse, improper handling, unauthorised modifications or normal wear and tear. All claims are subject to review and approval.

3. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or incorrect, please contact us at support@thepawsomeparadise.store within 30 days of receiving your parcel.

Please provide:

• Your order number.

• A description of the issue.

• Clear photographs or videos showing the damage, defect or incorrect item.

• Photographs of the packaging, where relevant.

After reviewing your request, we will determine an appropriate resolution. Depending on the circumstances, this may include a refund or replacement.

We may request that you return the item before processing your refund or replacement. If a return is required, we will provide the relevant instructions and return address after approval.

4. Returns for Personal Reasons

If you change your mind, order the wrong item, select the wrong size or decide that a product is no longer suitable for your needs, you may contact us to request a return.

Returns for personal reasons are subject to our approval and are not guaranteed.

If your return request is approved:

• You are responsible for all return shipping costs.

• Original shipping fees are non-refundable unless otherwise required by law.

• The item must meet the return conditions communicated to you during approval.

• Refunds will be processed after the returned item has been received and inspected, unless another arrangement is agreed upon.

For hygiene and safety reasons, certain pet products that have been used or have come into contact with bodily fluids may not be eligible for return, where permitted by applicable law.

5. Return Shipping Costs

Customers are responsible for all return shipping costs for approved returns, including returns due to change of mind, incorrect size selection, ordering mistakes or personal preferences.

Customers must arrange and pay for return shipping once their return request has been approved. Return shipping costs are non-refundable.

We recommend using a tracked shipping service, as we cannot guarantee refunds for items lost or damaged during return transit.

Return shipping fees may vary depending on the item's size, weight, destination and shipping method. International returns may be expensive and can take a considerable amount of time.

Please do not send any item back before receiving written approval and the correct return address from our customer service team. Unauthorised returns may not be accepted.

For damaged, defective or incorrect items, please contact us before arranging a return. We will assess your case and advise you on the appropriate resolution, subject to applicable consumer-protection laws.

6. Refunds

Once your request has been reviewed and approved, we will inform you of the next steps.

Depending on the nature of the issue, a refund may be issued without requiring the item to be returned, or we may require the item to be sent to an approved return address.

Approved refunds will generally be credited to your original payment method. Processing times may vary depending on your payment provider or financial institution.

Shipping fees, duties, taxes and other charges will be handled in accordance with applicable law and the circumstances of your order.

7. Exchanges and Replacements

Direct exchanges are not guaranteed for all products.

If you receive a damaged, defective or incorrect item, we may offer a replacement, resend or refund, subject to review and availability.

If you wish to exchange an item because of a personal preference, such as choosing a different size or colour, please contact us first. Approval is required, and you will be responsible for all applicable return shipping and reshipping costs unless otherwise agreed or required by law.

8. How to Request a Return or Refund

To submit a request, contact us at support@thepawsomeparadise.store  and include your order number, a description of the issue, and supporting photographs or videos where applicable.

Our team will review your request and provide further instructions if it is approved. If a return is required, we will confirm the correct return address and shipping instructions.

Please do not send items to the address shown on the original parcel or to any other address without our confirmation, as unauthorised returns may not be accepted.

9. Contact Us

If you have any questions about our Return, Refund & Exchange Policy, please contact us:

Email: support@thepawsomeparadise.store 

We appreciate your trust in our store and will do our best to resolve eligible issues fairly and promptly.

Nothing in this policy limits any consumer rights that cannot legally be excluded under applicable law.