Refund policy
At PawsCareLab, we are committed to providing high-quality pet products that both you and your pet will love. If something isn’t right, we’re here to help.
Returns or Replacement
Our return policy lasts 30 days from the date of delivery. If more than 30 days have passed since your order was delivered, unfortunately, we are unable to offer a refund or replacement.
Return Instructions
To initiate a return, please contact us at support@pawscarelab.com with your order details.
Once your request is approved, we will provide you with the appropriate return instructions and return address.
Please do not send any items back without contacting us first, as unauthorized returns may not be processed.
To be eligible for a return or replacement, your item must be:
- Unused and in the same condition as received
- In its original packaging
- Accompanied by a receipt or proof of purchase
Items returned in a used condition, damaged due to misuse, missing parts not caused by our error, or returned after the 30-day period may not qualify for a full refund or replacement.
In such cases, we may offer a partial refund depending on the condition of the returned item.
Important Notes Before Returning
Please contact us before returning any item.
Please do not send your purchase back without prior approval.
Returns sent back without confirmation may not be accepted or processed.
Refunds
Once your return is received and inspected, we will notify you by email that we have received your returned item. We will also let you know whether your refund has been approved or rejected.
If your refund is approved, it will be processed to your original payment method.
Refunds are typically issued for the full purchase price of the returned item. In certain situations, partial refunds may be granted (for example, if the item is returned in a condition that differs from its original state).
Estimated refund processing times:
- Credit / Debit Card: within 5-10 business days
- PayPal: within 2-5 business days
Please note that the actual posting time may vary depending on your bank or payment provider.
Late or Missing Refunds
If you have not received your refund yet, please first check your bank account again.
Then contact your credit card company, as it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and still have not received your refund, please contact us at:
support@pawscarelab.com
Return Shipping
To return your product, you must first contact us at support@pawscarelab.com
for approval, return instructions, and the return address.
If the return is due to a defective, damaged, or incorrect item, we will cover the return shipping cost.
If the return is due to personal reasons, such as change of mind, ordering the wrong size, or your pet not being suitable for the product, the customer is responsible for the return shipping cost.
We do not charge any restocking fees.
Return Address
Returned items are typically sent to our fulfillment center in China.
As our products are shipped directly from our international warehouse, return locations may vary depending on the product and order.
Please contact us before returning any item to receive the correct return instructions and address.
Non-Returnable Items
The following items are not eligible for return:
- Gift cards
- Clearance or final sale items
- Used pet products, for hygiene and safety reasons
Important Notes
This policy applies only to purchases made directly on www.pawscarelab.com.
All returns must be approved before shipping.
Items must be returned in original condition and original packaging.
Processing times may vary depending on your location and payment provider.
After-Sales Support
For any after-sales questions, please contact us at:
support@pawscarelab.com
Our customer support team will respond within 48 hours. If you do not receive a reply, please check your spam or junk folder.