Thank you for choosing PAWOOF!
We are dedicated to providing safe, high-quality products and services for every pet and their owner.
To ensure a transparent and fair shopping experience, please review our refund and return policy outlined below.
Return Period
We offer a 7-day return policy, which means you may request a return within 7 days of receiving your order.
Unfortunately, we cannot accept return requests made after this period.
Return Conditions
To qualify forareturn, please make sure that:
1. The item is in its original condition (unused, unopened, and undamaged)
2. The item comes with original packaging and labels intact
3. Provide proof of purchase (receipt or order confirmation)
4. Return shipping costs are covered by the customer
Please note: Returns sent back without prior approval will not be accepted.
How to Request a Return
To initiate areturn, please email us at hello@pawoofhk.com within 7 days of receipt.
After reviewing your request, we will send you a confirmation email with the return address and instructions.
Customers are responsible for mailing the item back to our designated address in Hong Kong.
Once we have received and inspected the item, we will notify you of the refund approval status via email.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns or exchanges for the following:
If you are unsure whether a product is eligible for return, please contact us before placing your order.
Damages and Issues
Please inspect your order within 48 hours of delivery.
If you receive a damaged, defective, or incorrect item, contact us immediatelywith photos of the issue.
We will arrange for a replacement or reshipment as soon as possible.
Exchange Policy
We currently do not offer direct exchanges.
If you wish to exchange an item, please complete the return process and place a new order separately.
Refunds
Once your return is approved and inspected, your refund will be processed within 14 business days to your original payment method.
Please note that your bank or credit card provider may require additional time to complete the transaction.
Contact Us
If you have any questions regarding refunds or returns, please contact us at:
hello@pawoofhk.com
At PAWOOF, we care deeply about every customer and their furry companions.
We promise to handle every return with honesty, respect, and care — for a worry-free shopping experience.
