Refund policy
RETURN & REFUND POLICY
we want you to be happy with every order. This policy explains when items can be returned, how refunds work, and how to reach us if something isn't right.
By placing an order, you agree to the terms below.
RETURN WINDOW
You have 30 days from the date your order is delivered to request a return under the conditions described below.
RETURNS WE ACCEPT
We accept return, replacement, or exchange requests within 30 days of delivery if:
- The item arrived damaged or defective.
- You received the wrong item, different from what you ordered.
- Your order was incomplete and part of your order is missing.
- The item is significantly different from its description or images on our website.
- You changed your mind and would like to return the item.
- You ordered the wrong size or color.
To be eligible for a return, items must be unworn, unused, and in their original condition and packaging, unless the item arrived damaged or defective.
ITEMS WE CANNOT ACCEPT
To keep our prices fair and our return process efficient, we do not accept returns or refunds for:
- Items that have been worn, washed, used, or damaged after delivery.
- Items returned without prior approval from our support team.
- Requests made more than 30 days after delivery.
- Items that are not in their original condition or packaging, unless they arrived damaged or defective.
If you're unsure about sizing or a product before buying, please contact us first. We're happy to help.
HOW TO START A RETURN
Email us at support@pawvaultpets.com within 30 days of delivery.
Please include your order number, the item or items involved, and a short description of the issue.
For damaged, defective, incorrect, or incomplete orders, please attach clear photos so we can resolve the issue as quickly as possible.
Our team will review your request and reply with approval and step-by-step return instructions, including the correct return address if a return is required.
Please do not send any item back before receiving approval and instructions. Unapproved returns cannot be processed.
RETURN SHIPPING
If the return is due to our error, including a damaged, defective, wrong, or incomplete item, we cover the return cost either by providing a prepaid return label or by arranging a replacement or refund without requiring a return where appropriate.
For approved returns that are not due to our error, including change-of-mind, wrong size, or wrong color returns, the customer is responsible for return shipping costs.
Original shipping charges, if any, are non-refundable.
REFUNDS
Once we receive and inspect your returned item, or approve a refund without requiring a return, we'll email you to confirm.
Approved refunds are issued to your original payment method.
Please allow up to 10 business days for the refund to appear, depending on your bank or card provider.
REPLACEMENTS & EXCHANGES
If your item arrived damaged, defective, incorrect, or incomplete, we can send a free replacement, subject to availability, instead of a refund. Please tell us your preference when you contact us.
We also accept size and color exchanges, subject to availability and approval.
For change-of-mind returns, customers are responsible for return shipping costs.
ORDER CANCELLATIONS
Orders can be cancelled for a full refund before they ship.
Once an order has shipped, it can no longer be cancelled, and the return terms above will apply.
To cancel an order, contact us as soon as possible with your order number.
LATE OR MISSING REFUNDS
If you haven't received an approved refund after 10 business days, please first check with your bank or card provider, as processing times can vary.
If you've done this and still haven't received your refund, contact us at support@pawvaultpets.com and we'll help track it down.
CONTACT INFORMATION
If you have any questions about this policy or your order, please reach out to us.
Business Name: The Warm living
Email: support@pawvaultpets.com
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM
Chat Support: Available 24/7 on our website