Refund policy

Return & Refund Policy

Thank you for shopping with PawEase.

At PawEase, customer satisfaction is one of our highest priorities. We want every purchase to meet your expectations. If for any reason you are not completely satisfied with your order, we are here to help with our straightforward return and refund process.

Please read this policy carefully before requesting a return or refund.

1. Return Eligibility

We proudly offer a 30-day return policy from the date your order is successfully delivered.

To qualify for a return, your item must meet the following conditions:

  • Returned within 30 days of delivery.
  • In its original condition.
  • Clean and free from excessive wear or damage.
  • Returned with original packaging whenever possible.
  • Includes all accessories and components received with the order.

Products that do not satisfy these conditions may not qualify for a full refund.

2. Free Returns

We offer FREE returns worldwide.

If your return request is approved, we will provide detailed return instructions. Depending on your location, a prepaid return shipping solution or reimbursement for reasonable return shipping costs may be provided.

Please do not send products back without contacting us first.

3. Items That Arrive Damaged

If your order arrives:

  • Damaged
  • Defective
  • Broken
  • Missing parts
  • Incorrect item received

Please contact us within 7 days of delivery.

To speed up the process, please include:

  • Order Number
  • Description of the issue
  • Clear photos of the product
  • Photos of the packaging (if applicable)

Once verified, we will gladly provide one of the following:

  • Replacement product
  • Full refund
  • Partial refund
  • Store credit

depending on the situation and your preference.

4. Wrong Item Received

If you receive the wrong product, please notify us immediately.

After verification, we will arrange:

  • Shipment of the correct item at no additional cost, or
  • A full refund.

5. Order Cancellation

Orders may be cancelled before they have been processed or shipped.

If your order has not yet entered fulfillment:

  • 100% refund.

If the order has already shipped, it cannot be cancelled. However, you may return it after delivery according to this policy.

6. Change of Mind Returns

We understand that sometimes purchasing decisions change.

You may return your purchase within 30 days if:

  • You no longer need it.
  • You ordered the wrong product.
  • You changed your mind.
  • The product does not meet your expectations.

Returned items should be in good condition.

7. Non-Returnable Items

Certain products cannot be returned for hygiene or safety reasons, including:

  • Used grooming accessories showing excessive wear.
  • Products intentionally damaged.
  • Items modified by the customer.
  • Products missing essential parts due to customer misuse.
  • Gift cards (if available).

This does not affect your legal rights regarding defective merchandise.

8. Refund Process

After receiving your returned item, our team will inspect it.

Inspection usually takes 2–5 business days.

If approved, your refund will be processed immediately.

Refunds are issued to the original payment method.

Depending on your bank or payment provider, funds may appear within 5–10 business days.

9. Late or Missing Refunds

If you have not received your refund:

  • Verify your bank account.
  • Contact your credit card company.
  • Contact your payment provider.
  • Wait several business days for processing.

If you still have not received your refund, please contact us.

10. Exchanges

We happily replace items that are:

  • Damaged
  • Defective
  • Incorrectly shipped

Exchange requests are processed as quickly as possible after verification.

11. Gifts

If your item was marked as a gift and shipped directly to you, you may receive:

  • Store credit
  • Replacement item

depending on the circumstances.

12. Return Shipping Instructions

Before sending any item back, please contact our customer support.

We will provide:

  • Return authorization
  • Return instructions
  • Shipping guidance

Returns sent without authorization may experience delays.

13. Inspection Rights

PawEase reserves the right to inspect all returned merchandise before approving refunds or exchanges.

Refund amounts may be adjusted if products are returned with significant damage caused after delivery.

14. Fraud Prevention

To protect our customers, we reserve the right to deny returns involving:

  • Fraudulent claims
  • Abuse of the return policy
  • Repeated excessive returns
  • Suspicious purchasing activity

15. Contact Us

If you have any questions regarding returns or refunds, please contact us.

PawEase

Website:
https://pawease.site

Email:
support@pawease.site

Phone:
+1 604 644-7844

Business Address:

6038 Adera St
Vancouver, BC V6M 3J4
Canada

Business Hours:

Monday – Friday: 9:00 AM – 6:00 PM (PST)