Refund policy

Return & Refund Policy

We want you and your pet to be happy with your purchase. If something isn’t right, you may request a return within 30 days of delivery, subject to the conditions below.

Return Eligibility

For change-of-mind returns, wrong sizes, or products your pet simply does not like, items must generally be:

In the same condition in which they were received
Unused and unworn
With original tags, where applicable
In the original packaging where reasonably possible
Accompanied by proof of purchase

These conditions do not limit any rights you may have under applicable consumer protection laws for damaged, defective, unsafe, or incorrectly supplied products.

How to Start a Return

Before sending any item back, please contact us at info@paulspetboutique.com with:

Your order number
The item(s) you wish to return
The reason for the return

We typically respond within 24 hours on business days with return instructions and, when applicable, the appropriate return address.

Please do not send products back without contacting us first, as the correct return location may vary depending on the product.

We recommend using a tracked shipping service for customer-paid returns.

Return Shipping Costs

Change of Mind, Wrong Size, or Pet Did Not Like the Item

For voluntary change-of-mind returns:

Return shipping costs are the customer’s responsibility
Any optional expedited shipping charges originally paid are generally non-refundable, except where required by law
We recommend using tracked shipping

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, incorrect, or materially different from its description, please contact us as soon as possible.

For faster assistance, we recommend notifying us within 48 hours of delivery, when reasonably possible.

Please include:

Your order number
Photos or video showing the issue
A description of the problem

Depending on the circumstances and applicable consumer laws, we may offer a refund, replacement, repair, or another appropriate remedy.

Where we are responsible for the problem, reasonable return shipping costs will not be charged to you.

The 48-hour notification recommendation does not limit any statutory consumer rights you may have.

Non-Returnable Items

For health, hygiene, safety, or customization reasons, certain products may not qualify for voluntary change-of-mind returns, including:

Perishable goods once opened
Personalized or custom-made products
Sealed hygiene-sensitive products once opened, where permitted by applicable law
Hazardous materials
Gift cards

Sale or clearance items may be excluded from voluntary change-of-mind returns where clearly identified as final sale.

These exclusions do not affect your rights regarding faulty, damaged, unsafe, incorrectly supplied, or misdescribed products where applicable law provides otherwise.

Exchanges

If you would like a different size, color, or product, contact us first.

The fastest option may be to return the original item and place a new order once the return is approved.

Where available, you may also choose to receive store credit or a digital gift card.

If you voluntarily choose store credit instead of a cash refund, we may occasionally provide an additional promotional credit.

Nothing in this section requires you to accept store credit when you are legally entitled to a refund to your original payment method.

Refunds

Once an eligible return is received:

We will inspect it, generally within 2–3 business days
We will notify you of the outcome
If approved for a refund, it will be issued to your original payment method, unless you voluntarily choose store credit

After we issue your refund, your bank or payment provider may require additional processing time before the funds appear in your account.

If more than 15 business days have passed since we confirmed your refund and you have not received it, please contact us at info@paulspetboutique.com.

Regional Consumer Rights

Paul’s Pet Boutique currently serves customers in selected markets, including the United States, Canada, United Kingdom, Australia, and New Zealand.

Our return policy is intended to supplement, not replace, any mandatory consumer rights available under applicable law.

United States

Our 30-day change-of-mind return policy is a voluntary store policy. Rights relating to defective, unsafe, or misdescribed products may vary by state and remain unaffected where applicable.

Canada

This policy does not limit rights provided by applicable federal or provincial consumer protection laws.

United Kingdom

Customers purchasing online generally have a statutory right to cancel qualifying purchases within 14 days of receiving the goods, subject to applicable exceptions. After notifying us, customers generally have a further 14 days to return eligible goods.

Statutory rights relating to faulty, misdescribed, or unsuitable goods remain unaffected.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Where applicable, customers may be entitled to a repair, replacement, refund, or compensation depending on the nature and seriousness of the problem.

These rights are separate from our voluntary 30-day change-of-mind policy.

New Zealand

Customers in New Zealand may have rights under the Consumer Guarantees Act 1993, including remedies when goods are faulty, unsafe, not fit for purpose, or do not match their description.