Return & Refund Policy

We want every purchase from Pawsidor to be something you and your pet are happy with. If something is not right, we will work with you to fix it. Please read this policy carefully before raising a dispute or return request.

1. Return Window

You have 14 days from the date you receive your order to request a return or raise a dispute. Requests submitted after this window will not be eligible for processing, as order cases cannot be reopened once closed.

2. Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:

• Unused and in its original condition
• In the original packaging with all accessories and components included
• Accompanied by your order number or proof of purchase

Items that do not meet these conditions will not be accepted.

3. Non-Returnable Items

The following items cannot be returned under any circumstances:

• Opened or used probiotic chews, supplements, or any consumable product — for hygiene and safety reasons
• Items damaged through misuse, accident, or normal wear and tear
• Items where the outer packaging box is damaged but the product itself is intact
• Items returned without prior written authorisation from our support team
• Any product marked as Final Sale at the time of purchase
• Orders where an incorrect shipping address was provided by the customer
• Orders where the customer ordered the wrong item or SKU

4. Damage Claims — Evidence Required

If your item arrived damaged, we take that seriously and will work to resolve it. To raise a damage claim with our fulfilment partner on your behalf, we require the following without exception:

• Clear photos of the damaged item — multiple angles if possible
• If photos do not clearly show the damage, a short video is required
• A written description of the damage and how it affects the product's function
• Your order number and the date you received the item

Claims that cannot be evidenced with photos or video will not be eligible for a refund or replacement. Please submit evidence to support@pawsidor.com within 14 days of receiving your order.

Note: Minor thread issues, slight wrinkling, or small surface scratches that do not affect product function are not considered damage and are not eligible for a full refund. A partial refund may be offered at our discretion.

5. Incorrect or Missing Products

If you received the wrong item or a product with missing parts, contact us within 14 days of delivery with the following:

• A screenshot or photo showing the issue
• Your order number
• The name and description of what you ordered vs. what was received

For incorrect products: we will arrange a full refund or replacement. For missing parts that do not affect the product's function, a partial refund or resend of the missing part may be offered.

6. How to Request a Return or Refund

Do not send anything back without contacting us first. Returns sent without prior authorisation will not be processed.

• Email support@pawsidor.com with your order number, the item(s) in question, your reason, and any supporting photos or video
• We will review your request and respond within 2 business days
• If approved, we will send you return instructions and the return address
• Pack the item securely and use a trackable shipping method — we are not responsible for items lost in return transit

7. Return Shipping Costs

Return shipping is the customer's responsibility unless the item arrived damaged or was the wrong product sent in error, in which case we will cover the return shipping cost.

Please note that for international returns, shipping costs are high and transit times can be long. We will advise you on the best course of action when you contact us — in many cases, a refund without return is faster and more practical for both parties.

8. Refunds

Once your return is received and inspected, or once a refund is approved without return, we will notify you by email. If approved:

• Refunds are processed within 5 business days of approval
• The refund is issued to your original payment method
• Your bank or payment provider may take an additional 5 to 10 business days to reflect the amount

Original shipping fees are non-refundable unless the return is due to our error.

9. Exchanges

We do not process direct exchanges. If you would like a different item, size, or colour, please return the original for a refund and place a new order.

10. Orders Not Received

If your tracking information shows your order as delivered but you have not received it, contact us within 14 days of the marked delivery date. Please note:

• If tracking confirms delivery, we will need a non-delivery certificate issued by your local post office with an official seal to escalate the case
• If tracking shows an alert (failed delivery, incorrect address, unclaimed, refused), please contact your local post office or collection point first
• If a package is returned to sender due to an unclaimed or undeliverable status, re-shipping costs will be the customer's responsibility

11. Force Majeure

Pawsidor is not liable for delays, damage, or non-delivery caused by circumstances beyond our control, including but not limited to: customs inspections, natural disasters, extreme weather, international transit disruptions, strikes, or public health events.

12. Contact Us

For all return, refund, or dispute queries, contact us at support@pawsidor.com. Include your order number in all correspondence. We aim to respond within 2 business days.