Refund policy
Returns & Refund Policy
We stand behind every order with our 60-Day Money-Back Guarantee. To keep our prices low and protect against fraud, all returns are subject to the conditions below. By placing an order, you agree to this policy.
1. 60-Day Window You have 60 days from the delivery date to request a return. Requests made after 60 days cannot be accepted, no exceptions.
2. Return Authorization Required Do not ship anything back without approval. Email purelypaws.llc@gmail.com with your order number and reason first. We will issue a Return Authorization (RMA) and the correct return address. Items sent back without authorization are refused and not refunded.
3. Condition Requirements To qualify for a refund, the item must be returned complete (all parts, attachments, accessories, and original packaging) and clean, unused-beyond-testing, and undamaged. Items returned incomplete, dirty, damaged, or without original packaging will be refused or subject to a deduction of up to 50% of the product value.
4. Return Shipping The customer is responsible for return shipping costs unless the item arrived defective or incorrect. We strongly recommend a tracked service — we are not responsible for returns lost or damaged in transit.
5. Refunds Refunds are issued only after we receive and inspect the returned item (please allow 3–5 business days for inspection). Approved refunds are returned to the original payment method within 5–10 business days. Original shipping charges are non-refundable.
6. Defective or Incorrect Items If your item arrives faulty or incorrect, contact us within 7 days of delivery with clear photos or video. We will arrange a free replacement or a prepaid return at no cost to you.
7. Non-Returnable
- Requests made after the 60-day window
- Items damaged by misuse, accident, or normal wear and tear
- Items not purchased directly from our official store
- Free gifts and promotional items
8. One Guarantee Per Customer The money-back guarantee may be used once per customer/household. We reserve the right to refuse returns showing patterns of abuse or resale.
9. Fraud & Chargebacks We actively monitor for fraudulent activity. Filing a false chargeback while keeping the product is theft and will be disputed in full with order records, delivery confirmation, and all communications, and may be reported to the relevant authorities. Refused or abandoned deliveries returned to us are refunded minus shipping costs.
10. How to Start a Return Email purelypaws.llc@gmail.com with your order number and we'll guide you through it.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at alishray2008@gmail.com.