Return & refund policy

At Pawtential, we want you to feel confident shopping with us. If you’re not satisfied with your purchase, you can request a return within 30 days of receiving your order.

30-Day Return Policy

We offer a 30-Day Return Policy. To be eligible for a return:

  • The item must be returned in its original condition and, where applicable, with its original packaging.
  • The item must be in a condition that allows it to be resold.
  • If you received a free gift with your order, the gift must also be returned.
  • The return must be requested within 30 days of receiving your order.
  • Return shipping costs are the responsibility of the customer.
  • As we offer free shipping on original orders, we cannot reimburse return shipping costs.

If the product shows signs of use beyond what is reasonably necessary to assess its nature and functionality, a reasonable reduction in the refund amount may apply.

Pawtential is not responsible for items that are lost or damaged while being returned. The customer is responsible for the return shipment and should use a tracked shipping service.

Once we receive and inspect your return and confirm that it meets our return conditions, your refund will be processed to the original payment method used for the purchase within 1–3 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Damaged or Defective Items

We take product quality seriously. If your order arrives damaged, defective, or you receive the wrong item:

  1. Contact us at info@pawtentialstore.com within 7 days of delivery and include your order number.
  2. Include a few clear photos or a short video showing the damage, defect, or incorrect item.
  3. Once the issue has been verified, we will work with you to provide an appropriate resolution, which may include a replacement or refund.
  4. You do not need to return a damaged or defective item unless we specifically instruct you to do so.

Order Cancellations

If you change your mind and wish to cancel your order, you may request a cancellation at any time before your order has been processed.

Once your order has been processed or shipped, cancellation may no longer be possible. In this case, you may request a return under our 30-Day Return Policy.

How to Start a Return

Step 1: Contact our customer support team at info@pawtentialstore.com with your order number and let us know which item you would like to return and why.

Step 2: Wait for our customer service team to confirm whether your return can be accepted. If approved, we will provide you with the return instructions and return address.

Step 3: Carefully package the item, preferably in its original packaging. If you received a free gift with your order, this must also be included with the return.

Step 4: Ship the item to the return address provided by our customer service team. We recommend using a tracked shipping service and keeping your tracking information until your return has been processed.

Step 5: Once we receive and inspect the returned item, we will process your refund if the return meets our return conditions.

Want to Exchange an Item?

If you would like a different size, color, or product, we recommend placing a new order for the item you want and returning the original item under our 30-Day Return Policy.

Once your return has been received and approved, the purchase amount will be refunded to your original payment method.

Refunds

Approved refunds will be issued to the original payment method used for the purchase.

Depending on your bank or payment provider, it may take additional time for the refunded amount to appear in your account.

Nothing in this Returns & Refunds Policy limits any rights or remedies you may have under applicable consumer protection laws.

Need Help?

If you have any questions about our Returns & Refunds Policy, please contact us at:

info@pawtentialstore.com