REFUND POLICY

By placing an order through pawsitivityshop.com, you agree to the following terms and policies. We have established these policies to ensure that you are fully aware of our refund and return methods and procedures.

If there is a quality issue (due to our error) that requires a return or exchange, all associated costs will be covered by Pawsitivity, and you will not be responsible for any expenses.

14-Day Return Policy

We offer a 14-day return policy, which means you have 14 days from the date of receiving your order to request a return. Returns are only accepted for products with quality issues.

Please note that a 20% restocking fee will apply to all returns, and you will be responsible for the return shipping costs (excluding products with quality issues caused by our error).

Exchange Service

Within 7 days of receiving your order, if you find that the size is not suitable, we will provide an exchange service (customer is responsible for the return shipping fee). Exchanges will not be accepted after 7 days. Expedited shipping services are non-refundable. To qualify for an exchange or return, the item must be in the same condition as when you received it, unworn, undamaged, with tags attached, and in its original packaging. You will also need the receipt or proof of purchase.

Please note that each order is eligible for one exchange or return only.

Return Process

To request a return and refund, please send an email to contact@pawsitivityshop.com, with your order number in the subject line and an explanation of the refund request in the email. Once the email is received, we will respond within 24 hours (excluding weekends).

* We reject any unnegotiated returns and cash on delivery. All expenses incurred for the return shall be borne by the customer.

For products with quality issues (damage or missing parts)

Customers need to take photos or record a video and send them to us at contact@pawsitivityshop.com. We support sending a replacement product or issuing a full refund. The processing time for sending a replacement product is the same as normal shipping time. The full refund will be processed within 3 working days.

If the received product does not match the description

Please contact us to obtain the original shipping address. If the customer is unsure, they can contact us via email at contact@pawsitivityshop.com

We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and the credit will automatically be applied to your credit card or original method of payment within a certain number of days (usually within 1-2 business days).

Damaged and Incorrect Products

Please inspect the packaging upon receipt of the goods. If there is any damage, please indicate it at the time of signing. If your item arrives damaged, please send photos and videos of the damage, along with a brief description of the packaging and the damage, to contact@pawsitivityshop.com. We will handle the insurance claim on your behalf. Photos and videos of damaged items must be sent within 24 hours of arrival; otherwise, the claim will be invalid. Any punctures or obvious signs of external damage must be reported within 24 hours.

CANCELLATIONS

See our shipping policy page for details.

Please note that products must be returned in their original packaging, undamaged, and suitable for resale. Therefore, all returned products must include all original manuals, registration cards, accessories, boxes, outer packaging, and packaging materials. If returned products are damaged or missing items, we reserve the right to charge a restocking fee of up to the full purchase price, depending on the extent of the damage or missing items.

Returns will not be accepted without a Return Merchandise Authorization (RMA) number. Once a return is authorized and return instructions are provided to the customer, the merchandise must be returned within 3 days.

Additional shipping fees incurred due to special customer delivery requests (such as overnight delivery, international shipping, etc.) are non-refundable.

If you have any questions regarding our return and exchange policy, please contact us. We are more than happy to assist you.