Refund Policy

Happiness Guarantee – Shop with Confidence

At Pawthentic Pet, we want both you and your pet to love every single item you order. If something isn't right, our team is here to make it simple and straightforward.

30-Day Return Window

You have 30 calendar days from the date of delivery to request a return or exchange. To be eligible for a return:

  • The item must be unused, unwashed, and in the same condition that you received it.
  • The item must be in its original packaging.
  • Proof of purchase (your order confirmation email or order number) is required.

Defective, Damaged, or Incorrect Items (100% Covered)

If your product arrived defective, damaged in transit, or we accidentally sent the wrong item:

  • We cover all costs: We provide a prepaid return label (or waive the return requirement where appropriate).
  • Your choice of resolution: We will immediately dispatch a free replacement or issue a 100% full refund to your original payment method.

Standard Returns & Size Exchanges (Customer-Paid Return)

If you ordered the wrong size, changed your mind, or your pet preferred something else:

  • We gladly accept returns and exchanges within 30 days of delivery.
  • For standard preference returns or size exchanges, the customer is responsible for the return shipping postage back to our inspection facility.
  • We recommend using a trackable shipping service, as we cannot guarantee receipt of untracked returns.

How to Start a Return

Starting a return takes just 2 minutes:

  1. Email our support team at info@pawthenticpet.com with the subject line "Return Request - [Your Order Number]".
  2. Include your full name, order number, the item you wish to return, and the reason (with clear photos if the item is damaged or incorrect).
  3. Our team will reply within 24 hours with your return authorization and the exact return address.

Refund Processing Timeline

Once your return is delivered to our facility and inspected (usually within 1 to 2 business days of receipt):

  • We will send you an email notifying you of your refund approval.
  • Your refund will be automatically processed back to your original payment method within 7 business days.
  • Note: Depending on your financial institution or credit card provider, it may take an additional 2 to 5 business days for the funds to reflect on your statement.

Non-Returnable Items

Only the following items are exempt from refunds:

  • Gift cards
  • Items returned past the 30-day window or showing visible signs of wear, chewing damage, pet hair, or missing components.

(Note: Promotional discounts and sale items are eligible for returns and refunds according to our standard 30-day policy.)

Questions & Support

Have questions about your order or need sizing guidance before ordering? Reach out to us anytime at info@pawthenticpet.com. We're always happy to assist!