Refund policy

Refund & Returns Policy

Shipping Regions

We currently ship only to the following countries and regions:

  • United States
  • Canada
  • United Arab Emirates
  • Bahrain
  • Australia
  • Qatar

Orders placed outside these regions will not be accepted.

Refund & Returns Overview

We want you to be satisfied with your purchase. If something goes wrong with your order, please contact us and we will work with you to find a fair solution.

All refund and return requests must be submitted within 30 days of delivery.

Contact: support@happypawsco.pet or ilja.ing24@gmail.com
Response time: within 24–48 hours

Eligible Cases for Refund or Replacement

You may be eligible for a refund or replacement if one of the following applies:

1. Damaged or Defective Items

  • Items that arrive damaged or defective
  • Manufacturing defects

A refund is preferred, but a replacement may be offered where appropriate.

2. Incorrect Items

  • Wrong product received
  • Wrong size or color received

3. Missing Items or Parts

  • Missing items or components from your order
  • If the missing part affects product usability, we will resolve the issue accordingly

4. Orders Not Delivered

If your order has not arrived within the estimated delivery timeframe, please contact us so we can investigate and offer a suitable solution.

If tracking information shows the order as “delivered” but you have not received it, please contact us and we will review the situation on a case-by-case basis.

Required Information for Claims

To help us resolve your request quickly, we may ask for:

  • Your order number
  • Clear photos or a short video showing the issue (if applicable)
  • A brief description of the problem

Providing this information helps us process your request faster.

Non-Returnable / Non-Refundable Cases

Refunds or returns are not accepted in the following situations, unless required by applicable local consumer laws:

  • Change-of-mind purchases
  • Ordering the wrong product, size, or color
  • Incorrect or incomplete shipping address provided by the customer
  • Failure to collect or accept delivery
  • Requests submitted after the 30-day eligibility period

Returns

Returns are accepted only when requested and approved by us.

  • Return shipping costs are the responsibility of the customer
  • Returned items must be unused and in original condition where applicable
  • Return instructions and the return address will be provided after approval

Due to international shipping costs, a return may not always be required if sufficient evidence is provided.

Refunds

  • Approved refunds will be issued to the original payment method
  • Refunds are typically processed within 5–10 business days after approval
  • Original shipping fees (if applicable) are non-refundable unless required by law

Order Cancellations

Orders can be canceled only if they have not yet been processed or shipped.

Once processing or shipping has begun, cancellations are no longer possible.

Customized or personalized items cannot be canceled once processing has started.

Final Notes

We are responsible for handling all customer support, refunds, and return decisions.
This policy does not affect any statutory rights you may have under applicable local consumer protection laws.