Return & Refund Policy

Return & Refund Policy

Last Updated: November 2, 2026
At PawChew, customer satisfaction is important to us. If you experience a problem with your order, please contact us and we will do our best to help.
This policy applies to purchases made through https://www.pawchew.shop. It does not exclude, restrict, or replace any consumer rights that cannot legally be excluded under the laws applicable to your purchase.

  1. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, unsafe, or different from what you ordered, please contact us as soon as reasonably possible.
To help us review your request, please provide:
  • Your order number
  • A description of the issue
  • Clear photos or videos showing the issue
  • Photos of the packaging, if relevant
We will review your request and provide an appropriate remedy, which may include a replacement, repair, refund, or another remedy required by applicable law.
Please do not dispose of or return the item before contacting us, unless necessary for safety or required by law.
Any reporting period requested by PawChew does not reduce your statutory consumer rights.

  1. Change-of-Mind Returns

If you change your mind about a purchase, your return rights depend on the laws applicable to your location.

European Union

For eligible online purchases, consumers generally have the right to withdraw from the purchase within 14 days after receiving the goods, without giving a reason.
To exercise this right, please notify PawChew within the applicable withdrawal period.
After notifying us, you generally have a further 14 days to send the goods back.
Consumers may be responsible for the direct cost of returning goods when they have been properly informed of this responsibility before purchase.
We will refund eligible payments, including the standard outbound delivery cost where required by law, within the applicable legal timeframe. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever occurs first, where permitted by law.
The right of withdrawal has legal exceptions, including certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal conditions for the exception are met.

United Kingdom

For eligible online purchases, consumers generally have 14 days from receiving the goods to notify us that they wish to cancel.
After notifying us, consumers generally have another 14 days to return the goods.
Refunds will be processed within the legally required timeframe. Standard delivery charges will be refunded where required by law.
The customer may be responsible for return postage where legally permitted and where this was disclosed before purchase.

United States

Change-of-mind returns are subject to the return terms displayed on the relevant product page or at checkout, except where applicable state or federal law provides otherwise.
If an item is defective, misrepresented, or otherwise covered by applicable consumer protection law, your statutory rights remain unaffected.

Canada

Return and cancellation rights may vary by province or territory and by the type of transaction.
PawChew will comply with applicable provincial, territorial, and federal consumer protection requirements. Where local law provides a cancellation or refund right, that right will apply.

Australia

Australian Consumer Law provides consumer guarantees for goods, including that goods must be of acceptable quality, match their description, and be fit for their disclosed purpose.
There is generally no automatic statutory right to return an item simply because a customer changes their mind, unless PawChew offers such a return option or applicable law provides otherwise.
Your rights relating to faulty, unsafe, or misdescribed products are not affected by this policy.

  1. Return Condition

For voluntary change-of-mind returns, where permitted by law, items should generally be:
  • Unused and in their original condition
  • Returned with original packaging, tags, and accessories where reasonably possible
  • Accompanied by proof of purchase or an order number
These conditions do not limit your rights to remedies for defective, unsafe, or misdescribed products.

  1. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for change-of-mind returns, including:
  • Products that have been used, damaged, or altered by the customer beyond what is reasonably necessary to inspect them
  • Products returned without necessary components or accessories
  • Products clearly identified as non-returnable before purchase, where such exclusion is lawful
  • Sealed products that are not suitable for return for health protection or hygiene reasons, where the seal has been broken and the legal exception applies
Nothing in this section excludes legal remedies for faulty, unsafe, or misdescribed products.

  1. How to Request a Return

Please email pawchewshop@gmail.com with the subject line "Return Request".
Include:
  • Your order number
  • The item you wish to return
  • The reason for the return
  • Photos or videos, if the item is damaged, defective, or incorrect
Please contact us before sending a return parcel so we can provide the correct return instructions and address.
Do not send items to the address printed on the original shipping label unless we specifically instruct you to do so.

  1. Return Shipping Costs

If the return is due to our error, such as an incorrect, damaged, or defective item, PawChew will provide an appropriate remedy and cover reasonable return costs where required by applicable law.
For eligible change-of-mind returns, the customer may be responsible for return shipping costs where permitted by law and where this responsibility was disclosed before purchase.
Because orders are shipped internationally from China, please contact us before arranging a return shipment.

  1. Refunds

Approved refunds will generally be issued to the original payment method.
The time required for a refund to appear in your account may depend on your payment provider or bank.
Refunds will be processed within the timeframes required by applicable consumer protection laws.
We will not impose fees or deductions where prohibited by law.

  1. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at pawchewshop@gmail.com.
We can only guarantee cancellation before an order has been processed or shipped.
If an order has already been shipped, you may need to follow the applicable return or withdrawal procedure after delivery.
This section does not affect any statutory cancellation rights.

  1. Missing Packages

If your order has not arrived within the estimated delivery timeframe, please contact us with your order number.
We will review the tracking information and investigate with the shipping provider where possible.
If a parcel is confirmed lost or undelivered, we will provide an appropriate resolution in accordance with applicable law.

  1. Contact Us

For return, replacement, or refund requests:
Store Name: PawChew Email: pawchewshop@gmail.com Website: https://www.pawchew.shop
Customer Service Hours: Monday–Friday, 9 AM–6 PM China Standard Time (UTC+8).