Política de reembolso

Paw Heroes Shop – Refund, Resend & Return Policy

At Paw Heroes, we want you and your pet to be completely satisfied. Here’s how we handle refunds, resends, and returns with transparency and efficiency:

1. Refunds & Resends (Damaged, Missing or Incorrect Items)

Report damaged , missing or incorrect items within 7 days of receipt.

Return eligible products within 30 days of delivery.

We'll review your case, typically within 2–3 days, with photos or videos as proof.

Once approved, we’ll:

Resend the correct item at no extra cost; or

Refund the full amount back to your original payment method or store credit.

 

 

2. Order Cancellations

You may cancel orders before they ship and receive a full refund.

 

 

3. Non-Delivery / Lost Packages

If your order shows as delivered but you haven’t received it:

Contact us immediately with your order number and tracking info.

We’ll assist with claiming a non-delivery certificate.

Once verified and if it qualifies, we’ll issue a full refund or resend.

 

 

4. Returns

Returns are accepted only when necessary:

For low-value items (< $8), we often:

Offer a partial refund and let you keep the item.

Or resend the correct version if applicable.

For higher-value items, we’ll provide a prepaid return label and process an exchange or refund once it's received and inspected.

 

 

5. Exceptions (No Refund or Return)

The following situations are not eligible for refund or return:

Buyer's remorse (e.g. changed mind, wrong size/colour ordered).

Items used or damaged after delivery.

Claims of poor smell or aesthetic preference.

Address errors; reshipping fees apply for incorrect addresses provided.

🔄 Exchanges

We offer easy, hassle-free exchanges within 30 days of delivery:

  • Customer-initiated exchanges

    • To exchange, please return the item at your own expense (standard shipping rates apply).

    • Keep the original product—don’t send it back. Once your exchange is confirmed, we’ll dispatch the replacement and automatically apply a 10% store credit bonus to your account.

  • Exchanges due to supplier error

    • If your item arrived damaged or incorrect, just get in touch with us—no return shipping required.

    • We will promptly send a replacement or issue a full refund, whichever you prefer.

 

6. How to Initiate a Refund/Resend/Return

Contact our Paw Heroes Support team via emai or contact form.

Email: returns@pawheroesshop.com

Phone: +12032203599

Provide: 

Your order number

Reason for the request

Clear photos or videos (if damaged or incorrect item)

We’ll review within 48 hours and confirm your options (resend, refund, or return).

Approved refunds will be processed within 3–5 business days.

 

 

7. Shipping Expectations

Typical delivery time: 5–14 days (depending on location).

If delays occur, we’ll keep you informed throughout the process.

✅ Our Pledge

Your pet’s happiness—and your peace of mind—are our top priorities. If anything goes wrong, we’ve got your back with fast, transparent support and fair compensation.