Refund & Return Policy

Last Updated: September 2026

At Pawtera, we want every customer to shop with confidence. Please read this policy carefully before requesting a return or refund.

60-Day Return Policy

Customers may request a return within 60 days of receiving their order, subject to the conditions below.

Return Eligibility

To be eligible for a return, the item must:

• Be in its original condition.

• Be unused and free from signs of wear.

• Include all original accessories and packaging whenever possible.

Hygiene & Used Products

For hygiene and safety reasons, used products cannot be returned or refunded, unless they are confirmed to be defective upon arrival or covered by applicable consumer protection laws.

Products showing signs of use including pet hair, dirt, odors, scratches, damage, or other evidence of prior use may be refused.

Return Approval Required

Do not send your item back without contacting us first.

All return requests require prior approval from our support team.

To begin the process, please email helppawtera@hotmail.com with:

• Your order number

• A description of the issue

• Clear photographs of the product

• Photos of the packaging (if applicable)

Our team will review the information and determine whether the return is eligible.

If approved, we will provide return instructions.

Return Shipping Costs

Unless the return is due to:

• a defective product,

• a damaged item upon delivery,

• or an error made by Pawtera,

the customer is responsible for all return shipping costs.

Original shipping charges are non-refundable unless required by applicable law.

Inspection Upon Return

Receiving return authorization does not automatically guarantee a refund.

Once the returned item arrives at our inspection facility, we will carefully examine it to verify that it meets our return eligibility requirements.

If the product passes inspection, we will process the appropriate refund.

If the inspection shows that the product has been used, damaged, altered, or otherwise does not meet the return conditions, we may:

• deny the refund,

• issue a partial refund where appropriate,

• or return the item to the customer.

We will notify you of the inspection outcome before finalizing the request.

Defective or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with photographs of:

• the product,

• the packaging,

• and the shipping label.

Once verified, we will provide an appropriate solution, which may include a replacement or refund.

Lost Packages

If a shipment is confirmed as lost in transit, we will work with the carrier to resolve the issue and provide an appropriate resolution.

Refund Processing

Approved refunds are issued to the original payment method.

Please allow 5–10 business days after the refund is processed for the funds to appear, depending on your bank or payment provider.

Chargebacks

If you experience an issue with your order, we encourage you to contact us before opening a payment dispute.

Most concerns can be resolved more quickly through our customer support team at helppawtera@hotmail.com.