Refund & Return Policy

At JoyPawz, we are pet lovers just like you. Our goal is for your furry friend to be completely happy with their new product. While we select items with care, we understand that sometimes a product may not be a perfect fit. This policy is designed to be fair, transparent, and sustainable for our small, independent business and our valued customers.

1. Return Window & Eligibility
You may request a return within 14 days of the delivery date. To be eligible for a refund, the item must be in brand-new, resalable condition:

• Unused, Unwashed, and Unaltered: No signs of wear, pet hair, stains, or odors.

• Original Packaging: All tags, labels, and protective packaging must be intact and included.

2. How to Initiate a Return (RMA Required)
Important: You must contact us first to receive authorization. Follow these steps:

1. Email Us: Contact our support team at joypawz.store@gmail.com within the 14-day window. Include your order number and reason for return.

2. Get Authorization: If eligible, we will email you a Return Merchandise Authorization (RMA) number and the correct return address. Do not ship returns to any other address.

3. Ship the Item: Securely package the item with the RMA number clearly visible on the outside. The customer is responsible for all return shipping costs. We recommend using a trackable and insured service, as we are not liable for lost or damaged return packages.

3. Refunds, Restocking Fee & Timelines

• Inspection & Processing: Once the returned item is received and inspected at our warehouse, we will process your refund within 5-7 business days.

• Restocking Fee: A 15% restocking fee will be deducted from your refund amount. This fee is necessary to cover the significant processing, inspection, repackaging, and logistics costs we incur, as most returned pet items cannot be resold as new due to strict hygiene and quality control standards. This helps us keep product prices reasonable for all customers.

• Refund Amount: The refund will be issued to your original payment method. The original shipping cost is non-refundable.

4. Exceptions & Special Cases

• Damaged/Defective/Wrong Item: Please contact us within 48 hours of delivery. Provide photos/videos clearly showing the issue and packaging. We will promptly arrange a replacement or full refund at no cost to you.

• Non-Returnable Items: For health and safety reasons, we cannot accept returns on:

  • Opened pet food, treats, or supplements.

  • Used hygiene or grooming products.

• Final Sale: Items marked “Final Sale” or “Clearance” are not eligible for return.