Refund Policy
At PawCare Play, we are committed to delivering quality products for your furry friends. Please review our policy carefully before placing your order.
1. 7-Day Money-Back Guarantee (Change of Mind)
We want you and your cat to love your new toys! If you or your pet are not completely satisfied with your purchase, you may return the item within 7 days of delivery for a full refund.
Please note the following conditions for change-of-mind returns:
- Items must be returned in their original, unused condition and packaging.
- Customers are responsible for the cost of return shipping back to our warehouse.
To initiate a return under our guarantee, please contact us at pawcareplay@pawcareplay.com.
2. Order Cancellations
Orders may be canceled for a full refund only if the cancellation request is made before the order has been processed or shipped.
Once an order has been processed or shipped, it cannot be canceled.
Custom or personalized products cannot be canceled once production has started.
To request a cancellation, please contact us immediately at pawcareplay@pawcareplay.com with your order number.
3. Damaged, Defective, Incorrect, or Missing Items
Please inspect your order upon arrival. You may be eligible for a replacement or refund if your item arrives damaged, defective, incorrect, or with missing parts.
You must contact us within 7 days of delivery at pawcareplay@pawcareplay.com and provide:
- Clear photos or videos showing the issue
- A brief description of the problem
Our Guarantee for Problematic Items: If the product is confirmed to be defective, damaged, or incorrect, PawCare Play will fully cover the cost of return shipping or provide a prepaid shipping label, and offer a replacement or full refund.
Please note:
- Minor cosmetic issues such as slight wrinkles, small scratches, or packaging damage caused during shipping may not qualify as a defect.
- Claims submitted after 7 days of delivery may not be accepted.
4. Orders Marked as Delivered
If tracking information shows the order as Delivered, we are not responsible for lost or stolen packages.
Please check with household members, neighbors, and your local post office before contacting us.
If necessary, we may request official non-delivery documentation from your local postal service.