Refund policy
At Pawzent, your satisfaction is our highest priority. We are committed to providing you and your furry friend with premium quality products and a seamless shopping experience. To ensure your complete peace of mind, we offer a straightforward 30-Day Money-Back Guarantee on all eligible purchases. If for any reason you are not entirely satisfied with your order, we are here to help make things right.
1. 30-Day Money-Back Guarantee
We offer a 30-day money-back Guarantee, allowing you to request a full refund within 30 calendar days from the date your order was delivered. This period begins on the day the tracking information confirms delivery to your specified address.
2. Eligibility for Returns
To be eligible for a return and refund, items must meet the following conditions:
•Unused and Original Condition: The item must be unused, unworn, and in the exact same condition that you received it. It must show no signs of wear, washing, damage, or modification.
•Original Packaging: The item must be returned in its original packaging, including all tags, labels, accessories, manuals, and documentation that came with it.
•Proof of Purchase: A valid proof of purchase, such as your order number or receipt, is required.
Note: Returns that do not meet these criteria may be subject to refusal or a partial refund at our sole discretion.
3. Non-Returnable Items
Certain types of items cannot be returned, including:
•Gift cards.
•Items marked as final sale or non-returnable at the time of purchase.
•Products that have been personalized or customized.
4. Defective or Damaged Products
If you receive an item that is defective, damaged during shipping, or incorrect, please contact our customer support team immediately within 48 hours of delivery. To expedite the process, please provide:
•Your order number.
•A detailed description of the defect or damage.
•Clear photographs or videos showing the issue with the product and its packaging.
Upon verification, we will offer a replacement, exchange, or full refund, including any applicable shipping costs, as deemed appropriate.
5. How to Initiate a Return
To initiate a return, please follow these steps:
1.Contact Us: Send an email to support@pawzent.com within 30 days of delivery. Include your order number and the reason for your return.
2.Return Authorization: Our customer support team will review your request and provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send back your item.
3.Package Your Item: Securely package the item in its original packaging, along with all accessories and documentation. Clearly write the RMA number on the outside of the package.
4.Ship Your Return: Mail your return to the address provided with your RMA instructions (typically sent to our operational address listed below). Customers are responsible for return shipping costs. We highly recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee receipt of your returned item and are not responsible for lost return packages.
Return Address: 5465 Mission Boulevard, Suite 104, Jurupa Valley, CA 92509, USA
6. Return Shipping Costs
Customers are responsible for covering the shipping costs associated with returning an item, except in cases where the item received was defective, damaged, or incorrect. Original shipping costs are non-refundable.
7. Refund Process
Once your returned item is received and thoroughly inspected by our team, we will send you an email notification. If your return is approved and meets our eligibility criteria, your refund will be processed.
•Refund Method: Refunds will be issued to your original method of payment.
•Processing Time: Please allow up to 10 business days for the refund to be processed and reflected in your account after approval. The exact timing may vary depending on your bank or payment card issuer.
8. Exchanges
We offer exchanges for eligible items, such as for a different size or style, subject to product availability. If you wish to exchange an item, please contact us at support@pawzent.com within 30 days of delivery. The original item must be returned and received by us before the new item can be shipped.
9. Order Cancellation
Orders can only be canceled if they have not yet been processed or shipped. If you need to cancel an order, please contact us immediately. Once an order has entered the shipping phase, it cannot be canceled and must be returned following our standard return policy.
10. Shipping Area
Pawzent currently ships exclusively within the United States. Our return and refund policies apply solely to orders delivered within the USA.
Contact Us
For any questions regarding our Return & Refund Policy, or to initiate a return, please contact our customer support team:
•Email: support@pawzent.com
•Phone: +1 (619) 722-8137
•Address: 5465 Mission Boulevard, Suite 104, Jurupa Valley, CA 92509, USA
•Business Hours: Monday – Friday, 9:00 AM – 5:00 PM (PST)
We are dedicated to ensuring your satisfaction and are here to assist you with any concerns.