Refund policy

At Pawboro, we are committed to delivering a positive experience for you and your pet. If you are not fully satisfied with your purchase, we’re here to help within the guidelines below.

1. Our Return Policy

Return Window:
  • We accept returns within 30 days from the delivery date. Returns requested more than 30 days from the delivery date will not be accepted.
  • We do not accept returns that were not pre-approved. Please wait for confirmation before shipping any items back. We do not charge any restocking fees.

Eligibility: Eligible items for return must be in their original condition, meaning unused and in the same condition as received, and must be returned in their original packaging. A valid proof of purchase (such as order information) is also required. For specific product eligibility, please refer to the “Non-Returnable Items” section below.

Return Shipping: Customers are responsible for all return shipping costs.

2. Return Process

We aim to make the return process as simple as possible for you. To start a return, please contact us at support@pawboro.com with your order number and the reason for your return. Our team will review your request and confirm return eligibility.

Once approved, we will provide you with return instructions and the return address.

3.Please note

Damaged or Defective Items：

We carefully inspect every item before it is shipped. However, if you receive a damaged, defective, or incorrect item, please contact us immediately at support@pawboro.com with your order number and clear photos of the issue. We will evaluate the situation.

If you have questions about whether a specific item is eligible for return, please contact us before purchasing.

4. Incorrect Shipping Address

If you notice an error in your shipping address after placing an order, please contact us at support@pawboro.com immediately. While we will do our best to update it before dispatch, we cannot guarantee changes once the order has entered the fulfillment process.

⚠️ Pawboro is unable to reroute packages once they have shipped and is not responsible for packages delivered to an incorrect address provided at checkout.

5.Non-Returnable Items

Certain items cannot be returned to ensure quality, hygiene, and safety standards. These include:

For hygiene and safety reasons, the following items are not eligible for return:

  • Used pet products
  • Opened or used feeding products (e.g., bowls, dispensers)
  • Hygiene-related items (e.g., wipes, grooming tools once used)
  • Custom or personalized items
  • Gift cards
  • Final sale items (if applicable)

6. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, your refund will be automatically applied to your original payment method within 7 working days.

Please be aware that it may take additional 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 and you have not received your refund, please contact us at support@pawboro.com.

7. 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.

8. Order Cancellation

Orders can be cancelled free of charge before shipment. Once your order has been dispatched, it cannot be cancelled but may still be returned after delivery under this policy.

9. Contact Information

For any questions regarding our Return & Refund Policy, please contact us at support@pawboro.com.