Refund policy

Return & Refund Policy

This Return & Refund Policy applies to all purchases made through PurePaws & People. By placing an order with us, you agree to the terms below.

Return Eligibility

We accept returns only in the following cases:

• Wrong Product Delivered – You received an item different from what you ordered.
  

• Damaged or Defective Product – The product arrived broken, defective, or materially damaged (photographic or video evidence must be provided when submitting a return request).

• Non-Delivery – The order was not delivered within the estimated delivery timeframe (you must notify us within 5 days of the estimated delivery date so that we may investigate with the carrier. Claims made after this period may not be eligible).
  

In such cases, you have 5 days after receiving (or from the expected delivery date in case of non-delivery) to request a return or replacement.

To be eligible for a return, the item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@purepawsandpeople.com.

 

Return Request Timeline

You must notify us within 5 calendar days of receiving the item (or from the expected delivery date in case of non-delivery).
Requests submitted after this period will not be eligible.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
For damaged or defective products, supporting evidence (clear photos or videos) must be provided at the time of your claim.

 

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Shipping Costs for Returns

Unless the return is due to our error (wrong product, defective product, or non-delivery), customers are responsible for return shipping costs. If eligible, we will provide instructions on how and where to send your return. Items sent back to us without prior approval will not be accepted.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Exchanges are subject to product availability. If the requested item is unavailable, a full refund will be issued instead.

 

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method within 10 business days, and no later than 14 calendar days, in compliance with applicable consumer protection laws.

Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at admin@purepawsandpeople.com.