Refund policy

PawLuvora is committed to providing excellent customer service and satisfaction. This page outlines our policy regarding refunds, resends, returns, and order-related disputes.

⚠️ All disputes must be submitted through the appropriate platform or customer service channel. Failure to follow the applicable dispute process may affect your eligibility for a refund, resend, or return.

✅ What Qualifies for a Refund, Resend, or Return

1. Order Delays

Delivery times can vary depending on the destination, shipping carrier, customs processing, and other circumstances outside our control.

• USA: Orders may be eligible for assistance after 45 days from departure.
• Brazil: Orders may require up to 110 days due to potential customs and postal delays.
• Other countries: Certain shipping services may require up to 100 days before an order is considered significantly delayed.

📦 Important: Orders may also be delayed due to carrier pickup issues, incorrect or incomplete addresses, customs processing, or local delivery problems. Please check with your local post office or carrier before submitting a dispute.

2. Orders Not Received

• If tracking information clearly shows the package as delivered, a refund or resend may not be available.
• If an order has not been received and the carrier requires confirmation, you may be asked to provide a non-delivery certificate or other official documentation from your local post office or carrier.

3. Damaged Products

• Severely damaged products: May qualify for a full refund or replacement.
• Minor damage: A partial refund may be offered for issues such as small scratches or cosmetic imperfections.
• Packaging damage: Damage to external packaging caused during international shipping does not automatically qualify for a refund if the product itself remains usable.
• Battery-operated or electronic pet products (e.g. grooming tools, nail grinders): Damage or defect claims must generally be submitted within 30 days of delivery.

📸 Evidence Required: Please provide clear photos or videos showing the product, packaging, shipping label, and the specific damage or defect.

4. Incorrect or Missing Products

• Incorrect items may qualify for a full refund or replacement.
• Missing non-critical parts may qualify for a partial refund or replacement part/resend.
• For size-related issues (e.g. carriers, harnesses, mats), please provide clear photos showing the product and measurements where applicable.

5. Order Cancellations

• A full refund may be available if an order is canceled before it has entered processing or shipping.
• Orders for customized or pre-order products generally cannot be canceled once payment has been completed and processing has begun.
• Once an order has been shipped, cancellation may no longer be possible. In such cases, the applicable return policy may apply.

📩 How to Submit a Dispute

To help us review your request as quickly as possible, please provide all relevant information and evidence.

• Provide clear photos or videos of damaged, defective, incorrect, or missing products.
• Provide screenshots or other evidence of relevant communications, including the name, date, and content where applicable.
• Provide your order number and a clear description of the issue.
• Return the product if we specifically request a return.
• Follow the instructions provided by our customer service team regarding the dispute process.

⚠️ Important Notes & Exceptions

1. Dispute Deadlines

Disputes should generally be submitted within 7 days of delivery or the expected delivery date, unless a different period is required by applicable law or the circumstances of the order.

For defective battery-operated/electronic products and certain product issues, additional claim periods may apply as described above.

2. Force Majeure

PawLuvora is not responsible for delays or disruptions caused by events outside our reasonable control, including:

• Natural disasters
• Epidemics or pandemics
• Customs delays or government restrictions
• War, civil unrest, or other political disruptions
• Carrier disruptions or transportation interruptions
• Severe weather conditions

3. Shipping Method Restrictions

Certain non-trackable or limited-tracking shipping methods may not qualify for delivery-related disputes because shipment status cannot be independently verified.

4. Delivery Location Restrictions

Refunds, resends, or other dispute remedies may be limited for destinations or regions where carriers have known delivery restrictions, unusually high loss rates, or other significant delivery limitations.

5. Returns

• Returns must be authorized by PawLuvora before the product is shipped back.
• Unauthorized returns may not be processed or refunded.
• Unless otherwise stated, approved returns should generally be initiated within 30 days of receipt.
• Products should be returned in reasonable condition and with relevant accessories where applicable.
• Return instructions and the designated return address must be followed carefully.

📦 Return Reminder: Do not send products to an address that has not been authorized by PawLuvora. Returns sent to an incorrect or unauthorized location may not be recoverable or eligible for a refund.

6. Service-Based Products

Services such as packaging, personalization/engraving, or other service-based products are generally non-refundable once the requested service has been completed or fulfilled.

7. Unacceptable Disputes

The following situations generally do not qualify for refunds, resends, or returns:

• Change of mind after purchase.
• Product appearance differs from personal expectations but the product is not defective or materially different from its description.
• Delays caused by customs, natural events, or other circumstances outside our reasonable control.
• Incorrect product ordered by the customer.
• Incorrect or incomplete shipping address provided by the customer.
• Issues caused by improper use, modification, installation, or handling of the product.
• Normal wear and tear or cosmetic changes that do not affect product functionality.

📌 Additional Information

Order Status

Disputes may not be available once an order has been formally marked as closed or otherwise resolved, except where applicable consumer protection or other mandatory legal rights apply.

Shipping Method Limits

Certain shipping methods may have limited dispute eligibility due to their tracking or delivery characteristics. Examples may include:

• PostNL
• Electric PostNL
• CJPacket EUB
• CJPacket Postal Route
• CJPacket Railway Economy

Eligibility may depend on the specific shipment, destination, tracking information, and applicable carrier terms.

Destination Limits

Disputes may be limited or unavailable for high-risk destinations or regions where reliable delivery confirmation cannot be obtained.

Returns Reminder

Approved returns must be sent only to the designated warehouse or return address provided by our customer service team.

Service Products Disclaimer

Service-based products are generally not refundable after fulfillment. If a service-related quality issue occurs, the matter may be reviewed based on the specific circumstances and available evidence.

Other Unacceptable Disputes

Claims may also be rejected where the issue results from factors unrelated to a product defect or fulfillment error, including certain odors, customer deletion or alteration of tracking information, customs-related issues, improper use, or failure to follow product instructions.

💬 Need Help?

If you're unsure whether your order qualifies for a refund, resend, or return, please contact our customer service team before taking further action.

Email: support@pawluvora.com

💡 We're here to help.

Our goal is to make your shopping experience with PawLuvora as smooth and worry-free as possible. Please contact us with your order number and relevant details so we can review your situation.