Return and Refund Policy
Return & Refund Policy
At Pawzoria, we want every customer to feel confident when shopping with us. Our aim is to handle return requests, product concerns, exchanges, and refunds in a clear, fair, and timely manner.
This policy outlines the conditions and procedures that apply when you need to return a product, report a problem, request an exchange, or receive a refund.
1. Return Eligibility
Pawzoria provides a 30-day return period. You may submit a return request within 30 days from the date your order is delivered.
To qualify for a return, the product must:
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Remain in the same condition in which it was received
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Be unused and unworn
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Include all original tags, where applicable
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Be returned with its original packaging
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Be accompanied by a receipt, order confirmation, or another valid form of proof of purchase
Products that do not satisfy these requirements may not be accepted for return.
2. Requesting a Return
Before sending any product back, you must first contact our customer support team at:
Please include your order number, the item you would like to return, and the reason for the return request.
If your return is approved, Pawzoria will provide:
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A return shipping label
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The approved return destination
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Instructions explaining how to prepare and ship the package
Products returned without prior approval or without following the provided return instructions may not be accepted.
3. Defective, Damaged, or Incorrect Products
Please inspect your order as soon as possible after receiving it.
Contact Pawzoria promptly if:
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The product arrived damaged
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The item is defective
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You received an incorrect product
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The contents of the package do not match your order
Our customer support team will review the information you provide and determine the most suitable resolution.
To help us assess the issue efficiently, we may ask you to provide photographs of the product, packaging, shipping label, or any visible damage.
4. Products Excluded from Returns
Certain types of products cannot be returned due to their nature, safety requirements, hygiene considerations, or conditions of sale.
Non-returnable products include:
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Perishable products, including pet food and treats
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Customized, personalized, or made-to-order products
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Personal care, grooming, hygiene, or sanitary items
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Hazardous materials
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Flammable liquids
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Flammable or pressurized gases
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Gift cards
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Clearance or sale merchandise
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Original shipping charges paid at checkout
Please contact us before placing your order if you are uncertain whether a specific product is eligible for return.
5. Exchanges
For most exchange requests, the quickest option is to return the original product and place a separate order for the preferred replacement.
Once your return has been approved and accepted, you may place a new order for the desired item, size, style, or variation.
Product availability cannot be guaranteed while your return is being processed.
6. European Union Cancellation Rights
Customers whose orders are delivered within the European Union may cancel or return an eligible purchase within 14 days after receiving it.
During this statutory cooling-off period, an eligible purchase may be returned without providing a specific reason.
The returned product must:
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Be unused
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Remain in its original condition
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Be returned in its original packaging
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Include valid proof of purchase
These rights are provided in addition to any protections available under applicable consumer laws.
7. Refund Processing
Once a returned package has been received, Pawzoria will inspect the product and notify you whether your refund request has been approved or declined.
If approved, the refund will be issued to the original payment method used for the purchase.
Please allow up to 10 business days for Pawzoria to process an approved refund.
Your bank, credit card provider, or payment service may require additional processing time before the refunded amount appears in your account. Processing times determined by financial institutions are outside Pawzoria’s control.
If more than 15 business days have passed since your refund was approved and the funds have not appeared, please contact us at:
8. Return Destination
Do not send any product directly to the address listed below unless Pawzoria has first approved your return and provided a return shipping label.
Unauthorized returns may be refused, delayed, or returned to the sender.
Legal Entity:
OCM Hong Kong Limited
Return Address:
19/F, BEVERLY HOUSE, NOS 93-107 LOCKHART ROAD, WAN CHAI, HONG KONG
Customer Support Email:
support@Pawzoria.com