Refund policy

Refund Policy

Last Updated: [November 15, 2025]

Thank you for shopping with PawMaxx.
To ensure a smooth experience, please read our return and refund conditions carefully before placing an order.

1. Return Window

You may request a return within 7 days after receiving your item.

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

  • Unused

  • Unopened / sealed

  • In original packaging

  • Free from pet hair, odor, stains, scratches, or bite marks

  • In the same condition as received

  • With proof of purchase

Items that do not meet these requirements will be rejected.

To start a return, please contact us at zyou.exe0108@gmail.com.

2. Items That Cannot Be Returned

For hygiene, safety, and quality control reasons, we cannot accept returns for:

  • Opened or unsealed items

  • Used items

  • Items with pet hair, odor, scratches, stains, or bite marks

  • Items damaged by the customer

  • “Change of mind” or “wrong size/color”

  • Items purchased on sale, promotion, or discount

  • Gift cards

Once the packaging is opened, returns and refunds are no longer accepted.

3. Return Shipping Cost

Return shipping fees are paid by the customer.
We do not offer prepaid return labels for customer-initiated returns.

You must contact us before returning any item.
Unapproved returns will be refused and not eligible for a refund.

The return address will be provided after your return request is approved.

4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours with clear photo or video evidence.

Once verified, we will provide:

  • Free replacement (recommended), or

  • Refund if a replacement is not possible

You do not need to return damaged or defective items.

5. Delayed or Lost Packages

Shipping delays due to logistics, customs, or peak seasons are not eligible for refunds.

However, if your package has not arrived after 45 days, we will:

  • Open an investigation with the carrier

  • Provide a replacement or refund based on the investigation result

6. Exchanges

We do not offer direct exchanges.
If you need a different item, please submit a return request (if eligible) and place a new order.

7. European Union 14-Day Cooling-Off Period

If your order is shipped to the EU, you have the right to cancel your order within 14 days for any reason.

To qualify for EU returns:

  • Item must be unused and unopened

  • Item must be in original packaging

  • Proof of purchase is required

Used, opened, or damaged items are not eligible under the EU cooling-off policy due to hygiene and safety considerations.

8. Refund Processing

Once your return (if applicable) is received and inspected, we will notify you of approval or rejection.

If approved:

  • Refund will be issued to your original payment method

  • Refund processing time: 5–10 business days

Please note that banks or card issuers may require additional time to complete the refund.

If more than 15 business days have passed since approval, please contact us at zyou.exe0108@gmail.com.