Return Policy

At PawMerry, you may request a return within 30 days after the delivery date shown for your order.

How to Request a Return

1. Contact us before sending anything back. Email order@pawmerry.com to submit your return request.
2. Provide your order or proof of purchase. Please include valid order information with your request.
3. Wait for return instructions. If your request is approved, our customer service team will email you the return instructions and the correct return address.
4. Send the item only as instructed. Returns sent without approval may not be accepted.

Return Conditions

To be eligible for a return, the item must be unused, unworn, and unwashed, and must include its original packaging, accessories, and tags.

Items That Cannot Be Returned

• Customized products
• Opened hygiene or beauty-care products
• Used pet products
• Gift cards
• Clearance items
• Items damaged due to incorrect use

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, has a quality issue, or is not the item you ordered, contact order@pawmerry.com within 7 days after delivery. Please provide your order number, a description of the issue, and clear photos or videos of the item and its outer packaging.

After verification, we may provide a replacement, refund, or store credit depending on the specific circumstances.

Inspection and Refund Timing

After we receive the returned item, we will inspect it within 3–5 business days. If the return is approved, the refund will be issued to the original payment method. Banks or payment providers typically require an additional 5–10 business days for the refund to appear in your account.

Except when an item has a quality issue or was sent incorrectly, the original order shipping charges are not refundable.

Order Cancellation or Changes

You may request an order cancellation or change to the shipping information within 24 hours after placing the order. Once an order has entered processing or shipping, we cannot guarantee that the cancellation or change can be completed.

Questions

For return assistance, please contact us at order@pawmerry.com.