Refund policy

We want you and your pet to be completely happy with your purchase. If something isn't right, you have 30 days from the delivery date to request a return.

Return Eligibility

To be eligible for a return, your item must be:

In the same condition you received it (unused, unworn)
With all original tags attached
In its original packaging
Accompanied by proof of purchase (order confirmation email works!)

How to Start a Return

Step 1: Email us at info@paulspetboutique.com with:

Your order number
The item(s) you wish to return
The reason for return (this helps us improve!)

Step 2: We'll respond within 24 hours (weekdays) with return instructions.

Step 3: Ship the item back to us using the carrier of your choice.

Please note: We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

Return Shipping Costs

For Change of Mind, Wrong Size, or "Pet Didn't Like It"

Return shipping is at your expense
Original shipping charges are non-refundable
We recommend using a tracked shipping service

For Damaged, Defective, or Incorrect Items

We take quality seriously! If something's wrong with your order:

Timeline	What We Offer
Within 48 hours of delivery	We provide a free return shipping label and full refund or replacement once item is returned
After 48 hours	Please still contact us! We'll review your case and work with you to find a fair solution (partial refund, replacement at your cost, etc.)

To report an issue: Email info@paulspetboutique.com immediately with:

Your order number
Photos of the damage/defect
Description of the problem

We ask for prompt notification so we can address issues quickly with our suppliers and ensure the best quality for all our customers.

Non-Returnable Items

For the safety of pets and hygiene reasons, we cannot accept returns on:

❌ Perishable goods (opened food, treats, flowers, plants)
❌ Custom products (personalized collars, engraved tags)
❌ Personal care items (grooming tools, brushes, opened hygiene products)
❌ Hazardous materials (flammable liquids, gases)
❌ Sale items (final sale - no returns)
❌ Gift cards

Unopened, sealed food and treats in perfect condition may be returned within 14 days.

Exchanges

Want a different size, color, or item? Here's the fastest way:

Return your original item (see instructions above)
Once we approve your return, we'll send you a digital gift card for the full amount
Use it immediately to order the new item—no waiting for bank transfers!

Bonus: If you choose store credit instead of a refund, we'll add an extra 5% as a thank you!

Refunds

Once we receive your return:

We'll inspect it within 2-3 business days
You'll get an email confirming approval or rejection
If approved, refund is automatically processed to your original payment method

Timing:

Refund appears in your account within 10 business days
Banks/credit cards may take 3-5 additional days to process
If 15 business days pass after approval without seeing the refund, contact us!

Regional Information

We ship worldwide and respect the consumer laws of each country. Below are your specific rights depending on your location.

🇺🇸 United States

There is no federal law requiring returns or refunds for change of mind. Our 30-day return policy is our commitment to your satisfaction. For defective or damaged items, we comply with all applicable state laws regarding implied warranties and consumer remedies.

🇨🇦 Canada

This policy does not affect your statutory rights under Canadian provincial consumer protection laws. Some provinces (including British Columbia) have specific rules regarding contracts and cancellation rights. We comply with all applicable provincial requirements.

🇬🇧 United Kingdom

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason and without justification. This is in addition to our 30-day return policy.

Items must be returned unused, with tags, and in original packaging
You are responsible for return shipping costs unless the item is faulty or incorrect
For faulty items, you are entitled to a full refund including original shipping costs

🇦🇺 Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Important for Australian customers:

For major failures (e.g., product unsafe, significantly different from description), you can choose a refund or replacement
For minor faults, we can choose to repair or replace
If you're returning an item due to a fault, we will cover the return shipping costs (please contact us first)
You don't need the original packaging to return a faulty item, but proof of purchase is required
Change-of-mind returns are offered under our 30-day policy but are not required by Australian law

🇳🇿 New Zealand

Under the Consumer Guarantees Act 1993, our products must be of acceptable quality, fit for purpose, and match their description.

For major failures (e.g., product is unsafe or unusable), you can choose a refund or replacement
For minor issues, we can choose to repair or replace
If you're returning an item due to a fault, please contact us first
Change-of-mind returns are offered under our 30-day policy but are not required by New Zealand law