Returns & Refunds Policy
At Paw Hollow, we want you and your pet to be completely satisfied with your purchase. As we operate using a dropshipping model with third-party suppliers, our policy is designed to bridge our suppliers' requirements with our commitment to you. Effective Date: May 10, 2026.
1. Eligibility for Returns
Returns are accepted under the following conditions: itens damaged upon arrival, defective manufacturing, receipt of the wrong item, or items significantly not as described. Items must be unused, in their original packaging, and in the same condition as received.
2. Timeframe
You must contact us within 14 days of delivery to initiate a return or report an issue with your order.
3. Return Process
To start a return, email contact@pawhollow-shop.com with your order number, photos of the item, and a description of the issue. Please wait for our specific instructions and approval before shipping any items back, as return addresses vary by supplier.
4. Return Shipping
If the return is due to our error or a product defect, we will cover the return shipping costs. For 'change of mind' returns or customer error, the customer is responsible for all return shipping fees.
5. Refunds
Once we or our supplier receive and inspect the return, we will notify you of the approval or rejection of your refund. Approved refunds are processed automatically back to your original payment method. Please note that banks and card issuers can take additional time to post the refund to your account.
6. Non-Returnable Items
For hygiene and safety reasons, certain items cannot be returned once opened or used. This includes heavily used gear, items with intentional damage, or products that pose a health risk if resold. We reserve the right to refuse returns that do not meet these safety standards.
Note: As Paw Hollow works with a network of third-party suppliers, final return approval sometimes depends on their specific internal policies. However, we are committed to advocate for our customers and will always support you to reach a fair resolution.