At Paw Joy, we value our customers and strive to deliver high-quality pet products with care. However, due to the nature of our items (pet-related, hygienic, and consumable), certain restrictions apply. Please read our policies carefully before making a purchase.

1. Return Policy

  • Returns are accepted only if the item is defective, damaged, or incorrect at the time of delivery.
  • To be eligible for a return:
    • The request must be made within 24 hours of delivery.
    • The item must be unused, unopened, and in its original packaging.
    • Proof of purchase (order confirmation or receipt) is required.
  • Any signs of use, wear, or tampering will result in rejection of the return.
  • Returns are not accepted for:
    • Pet treats, food, hygiene products (litter, grooming tools, etc.)
    • Products damaged due to misuse or handling after delivery
    • Sale or discounted items

Return shipping costs will be borne by the customer unless the product delivered was damaged or incorrect.

2. Exchange Policy

  • Exchanges are only applicable for defective or wrongly delivered products.
  • If an exchange is approved, the replacement will be dispatched after the returned product passes quality inspection.
  • Exchanges are subject to product availability. If unavailable, a coupon or store credit of equal value may be issued instead.

3. Refund Policy

  • Refunds are issued only in case of:
    • A product being out of stock after payment.
    • A product received in a damaged or incorrect condition and returned successfully.
  • Refunds will be processed within 7–10 business days after approval.
  • Refunds will be made through the original payment method or via store credit (based on customer’s choice and eligibility).
  • Delivery charges, payment gateway fees, and handling costs are non-refundable.

4. Cancellations

  • Orders can only be cancelled before dispatch.
  • Once the order is shipped, no cancellation or modification can be made.
  • If an order is cancelled after dispatch or refused at delivery, shipping and handling fees will be deducted from any potential refund.

5. How to Request a Return or Exchange

To request a return or exchange:

  1. Email us at info@pawjoypk.com within 24 hours of receiving your order.
  2. Include your order number, photos of the product, and a brief reason for your request.
  3. Our support team will review your request and respond within 2 working days.

6. Important Notes

  • Hygiene-sensitive products (like treats, grooming tools, or litters) are not eligible for return or exchange unless faulty on arrival.
  • Paw Joy reserves the right to refuse any return/exchange request that does not meet the above conditions.
  • Our decision regarding refund or exchange eligibility shall be final and binding.

7. Contact Us

If you have any questions about our policies, feel free to reach out:
📩 Email: info@pawjoypk.com
🌐 Website: https://pawjoypk.com/
📞 Customer Care Hours: Monday–Saturday, 10 AM – 6 PM