PawMerry
Refund policy
Last updated: October 15, 2026
This Return and Refund Policy applies to purchases made from PawMerry, an online retail brand operated by Harumi Co., Ltd. (株式会社ハルミ). Please review this policy before requesting a return, replacement, exchange, cancellation, or refund.
30-Day Product Issue Reporting Window
Requests concerning a manufacturing or quality defect should generally be submitted within 30 days after delivery.
Requests concerning transportation damage, missing parts or accessories, or an incorrect shipment should be submitted within 48 hours after delivery so that we can promptly review the available product, packaging, and delivery evidence.
This is not a general change-of-mind return policy. These reporting periods do not limit any warranty, refund, repair, replacement, withdrawal, or consumer right that cannot lawfully be limited.
Eligible Product-Issue Returns and Exchanges
A product may be eligible for a return, replacement, exchange, repair, replacement part, full or partial refund, or another appropriate resolution when it:
- has a confirmed manufacturing or quality defect;
- arrived damaged during transportation;
- is materially different from the product ordered; or
- is missing parts or accessories that should have been included.
Eligibility will be determined after we review the order information, description of the issue, photographs or videos, packaging, shipping label, and any other relevant evidence.
Returns Not Accepted Under Our General Policy
Except where mandatory consumer law provides a separate right of cancellation, withdrawal, return, repair, replacement, or refund, we do not accept returns for reasons unrelated to a confirmed product defect, transportation damage, missing parts, or an incorrect shipment.
Examples of returns not accepted under our general policy include:
- change-of-mind returns;
- products the customer no longer wants or needs;
- an incorrect size, color, style, or quantity selected by the customer;
- products that have been used, worn, washed, altered, or improperly handled;
- products showing pet hair, odors, stains, damage, wear, or other signs of use;
- products damaged through misuse, improper care, alteration, or normal wear and tear;
- customized or personalized products;
- sealed hygiene or personal-care products that have been opened and are not suitable for return for health or hygiene reasons;
- gift cards;
- products clearly identified as final sale before purchase; and
- products sent without following the return instructions provided by us.
If you are unsure whether a product qualifies, contact us before sending it back. Nothing in this section excludes a right that cannot legally be excluded.
United Kingdom and EEA Statutory Withdrawal Rights
If you are a consumer in the United Kingdom or European Economic Area and mandatory local law gives you a right to withdraw from an eligible online purchase, that statutory right applies in addition to this policy.
For eligible goods, the statutory withdrawal period is generally 14 days from the date of delivery. You must notify us within the applicable withdrawal period by emailing order@pawmerry.com and clearly stating that you wish to withdraw from the purchase.
After notifying us, follow the return instructions we provide. Where applicable, the goods must generally be returned within 14 days after the withdrawal notice. You are generally responsible for the direct return shipping cost for a statutory change-of-mind return unless we agree otherwise or applicable law requires us to bear that cost.
You may inspect goods only to the extent reasonably necessary to determine their nature, characteristics, and functioning. Where permitted by law, a reduction in the refund may apply if handling beyond what is reasonably necessary has reduced the value of the goods.
Statutory withdrawal rights may not apply to certain categories, including personalized goods, goods that deteriorate rapidly, and sealed goods that are not suitable for return for health-protection or hygiene reasons after being unsealed, where the applicable legal requirements are met.
Where required by law, an approved statutory withdrawal refund will include the original standard delivery charge. Any additional amount paid for upgraded or expedited delivery may not be refundable beyond the cost of standard delivery.
How to Report a Product Issue or Request a Return
- Contact order@pawmerry.com within the applicable reporting, return, or withdrawal period.
- Include your order number, the affected product, and a clear explanation of the request.
- For a defective, damaged, incomplete, or incorrect product, include clear photographs or videos of the product and issue, together with photographs of the packaging and shipping label.
- Keep the product, its parts, accessories, and packaging until we complete our review.
- Wait for our written return or resolution instructions before sending the product.
Please do not send products to our registered business address. It is not a return address. When a return is required, we will provide the applicable return address, customs information, and shipping instructions after reviewing the request.
Products sent to an incorrect address or without authorization or sufficient information to identify the order may be delayed, refused, or returned to the sender, except where applicable law requires otherwise.
Return Shipping Costs
If we approve a return because of a confirmed manufacturing or quality defect, transportation damage, missing parts, or an incorrect shipment, PawMerry will provide return instructions and cover the reasonable return shipping cost.
For an eligible statutory change-of-mind or withdrawal return, or another non-defect return that we approve as an exception, you are generally responsible for the direct return shipping cost unless we agree otherwise or applicable law requires us to bear that cost.
Do not arrange or pay for return shipping before receiving our written instructions if you expect reimbursement. Shipping costs incurred without following our instructions might not be reimbursed, except where applicable law requires otherwise.
Original Shipping Charges and Restocking Fees
Original shipping charges are generally non-refundable unless the return results from our error, a confirmed product issue, or applicable law requires a refund of the original standard delivery charge.
We do not charge a restocking fee for an approved return under this policy.
Exchanges and Other Resolutions
We support exchanges for eligible product issues, subject to product availability, the nature of the issue, the delivery destination, and applicable law.
After reviewing a request, we may provide one or more of the following:
- a replacement product;
- replacement parts or accessories;
- an exchange for an eligible product;
- a full or partial refund to the original payment method;
- store credit, where offered and accepted by the customer; or
- another resolution agreed upon with the customer.
We do not offer routine exchanges solely because the customer selected the wrong size, color, style, or quantity. If a requested replacement is unavailable, we may offer another appropriate resolution.
Inspection and Refunds
Where a returned product is required, we will review or inspect it after receipt and notify you whether the refund or other requested resolution has been approved.
Approved refunds will be issued to the original payment method and in the original transaction currency. We generally initiate an approved refund within 5–10 business days after the review or inspection is completed. Where mandatory law requires a different deadline, that deadline will apply.
Your bank, card issuer, or payment provider may require additional time to display the refund. Currency conversion or bank processing may cause the amount displayed in your account to differ from the original statement amount where permitted by law.
Late or Missing Refunds
If an approved refund does not appear after the expected processing period, first check your account and contact your bank, card issuer, or payment provider because posting times vary. If the provider cannot locate the refund, contact order@pawmerry.com with your order number.
Order Cancellation or Changes
You may request to cancel an order or change its shipping information within 24 hours after placing the order by contacting order@pawmerry.com and including your order number.
Orders may be processed quickly. Once an order has entered processing, shipment preparation, or shipping, we cannot guarantee that the cancellation or modification request can be completed.
This pre-shipment request process does not limit any mandatory cancellation, withdrawal, return, or consumer right that may apply after delivery.
Mandatory Consumer Rights
Nothing in this policy excludes, restricts, or modifies any warranty, guarantee, repair, replacement, refund, cancellation, withdrawal, or other consumer right that cannot lawfully be excluded, restricted, or modified. Where mandatory law provides greater protection, that law will apply.
Contact Us
If you have questions about a return, exchange, product issue, cancellation, or refund, contact us at:
Brand: PawMerry
Legal business name: Harumi Co., Ltd. (株式会社ハルミ)
Registered address: Room 201, 7-26-12 Takanedai, Funabashi-shi, Chiba 274-0065, Japan
Email: order@pawmerry.com
Website: https://pawmerry.com