Effective date: November 2, 2026.
1. Wholesale sales
Our products are sold in wholesale boxes for business resale. We do not accept discretionary returns for a change of preference, incorrect selection by the buyer, slow sales or unsold inventory. We do not offer consignment or inventory buybacks. This restriction does not apply to defective, damaged, incorrect or missing merchandise, or to rights required by applicable law.
2. Inspect your delivery
Please inspect cartons and their contents promptly after delivery. Report visible shipping damage, shortages or incorrect merchandise within seven calendar days of delivery whenever reasonably possible. Keep affected products and packaging while we review the claim. If a defect could not reasonably have been discovered during initial inspection, contact us within seven calendar days of discovering it.
These reporting periods help us investigate; they do not automatically eliminate claims for concealed defects or rights provided by applicable law. Opening packaging for reasonable inspection does not invalidate a defect claim.
3. Submit a claim
Email support@pawsproduct.com with your order number, affected references, number of affected pieces and a description of the problem. Where available, include photographs of the products, carton, shipping label and damage. If photographs are not available, contact us so we can agree on another reasonable way to review the issue. Do not send payment card details.
Please request return authorization before sending products. After authorization, send returns to PawsProduct, 110 Jabez St. Suite#148, Newark, NJ 07105, United States, following the instructions we provide. Please do not send goods before receiving return authorization.
4. Replacement or refund
For a verified defect, shipping damage, wrong item or shortage, we will provide replacement pieces at no additional cost if available and acceptable to you, or refund the affected pieces and corresponding tax. For a six-piece box priced at US$15, the merchandise refund for one affected piece is US$2.50. A complete affected box is US$15. You will not be required to return unaffected pieces solely because they were sold in the same box.
We cover reasonable, necessary return and replacement shipping for confirmed problems for which we are responsible, and do not charge a restocking fee. Where a separately paid shipping charge relates to merchandise that was not supplied correctly, we will refund the corresponding charge as appropriate; if the entire shipment must be refunded because of our failure, we will refund its shipping charge in full. Shipping included in the original price will not be retroactively deducted from your refund.
5. Authorized returns
If a return is needed, we will provide instructions and, where we are responsible for the return cost, a prepaid label or another agreed prepaid arrangement. Send the authorized items within 14 calendar days after authorization, or contact us if you need more time. Pack them securely and retain tracking information. We may resolve a claim without requiring a physical return.
Ordinary wear, damage caused by misuse, unauthorized alterations or improper storage is not a product defect. We assess claims on their facts; this provision does not override applicable legal rights or genuine manufacturing defects.
6. Refund processing
Refunds are issued to the original payment method. We initiate an approved refund within five business days after confirming a cancellation or verifying the claim, including inspection of returned goods if reasonably needed, or sooner if required by law. We will not unreasonably delay verification. The time for the credit to appear depends on your bank or card issuer. Store credit is offered only if you choose it.