Refund & Return Policy

Last updated: August 11, 2026

Thank you for shopping at Pawtreva ("we," "us," "our"). This policy explains how returns, refunds, and order issues are handled. By placing an order, you agree to the terms below.

1. Order Cancellations

• Orders may be cancelled free of charge only before they have shipped. Because items ship directly from our fulfillment partners, this window is often short (as little as a few hours after purchase).
• Once an order has entered fulfillment or shipped, it cannot be cancelled or modified and standard return terms below apply instead.
• Request cancellations by emailing pawtreva@gmail.com with your order number in the subject line.

2. Processing & Shipping Times

• Orders are processed within 1–3 business days.
• Shipping times vary by product and destination and typically range from 7–20 business days, as items ship from our supplier network. Estimated delivery windows shown at checkout are estimates only, not guarantees.
• We are not responsible for delays caused by customs, carriers, weather, or other events outside our control.

3. Damaged, Defective, or Incorrect Items

• If your item arrives damaged, defective, or is not what you ordered, contact us within 48–72 hours of delivery at pawtreva@gmail.com with:
  • Order number
  • Clear photos/video of the item and its packaging
• Verified claims will be resolved by your choice of a replacement or a full refund, at no cost to you. We do not require the item be shipped back for damaged/defective claims unless otherwise stated.
• Claims submitted after the window above may be declined at our discretion.

4. Change-of-Mind Returns

• Unopened, unused items in original packaging may be returned within 15–30 days of delivery for a refund of the item price, minus original and return shipping costs.
• The customer is responsible for return shipping costs on change-of-mind returns.
• A restocking fee of up to 10–20% may apply.
• Refunds are issued only after the returned item is received and inspected.

5. Non-Returnable Items

For hygiene, safety, and cost reasons, the following are final sale and not eligible for change-of-mind return:

• Items that have been used, worn, or attached to a pet (harnesses, collars, grooming tools that contact fur/skin, etc.)
• Consumable or perishable items (treats, food, hygiene wipes)
• Items marked "Final Sale" or "Clearance" on the product page
• Gift cards

Damaged/defective claims for these items are still handled under Section 3.

6. Lost-in-Transit Orders

• If tracking shows no movement for 10–14+ days past the estimated delivery window, contact us and we will investigate with the carrier.
• Orders confirmed as lost by the carrier will be replaced or refunded at our discretion, once carrier investigation confirms loss (this can take up to 30 days per carrier policy).

7. Refund Method & Timing

• Approved refunds are issued to the original payment method within 5–10 business days of approval. Your bank/card provider may take additional time to post the refund.
• We do not offer cash refunds or refunds to alternate payment methods.

8. Order Errors by Customer

• We are not responsible for orders delayed or misdelivered due to an incorrect shipping address, name, or contact details entered by the customer at checkout. Reshipment in these cases, if possible, is at the customer's cost.

9. Disputes & Chargebacks

• We encourage customers to contact us at pawtreva@gmail.com before filing a chargeback or dispute with their bank — most issues can be resolved faster this way.
• Filing a chargeback for an order that was delivered as described, without first contacting us, may result in that order being ineligible for future goodwill exceptions and may affect your ability to place future orders.

10. Contact

Questions about this policy: pawtreva@gmail.com

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This policy does not affect any statutory rights you may have under the consumer protection laws of your country or state, which take precedence over any conflicting term above.