Refund policy

REFUND AND RETURN POLICY

Last updated: 30/05/206

Thank you for shopping with PawHooks.

We want you to be satisfied with your purchase. If you are not completely happy with your order, you may request a return or refund under the conditions below.

  1. RETURN PERIOD

We accept return requests within 30 days of the delivery date.

To be eligible for a return:

  • the item must be unused,

  • in its original condition,

  • and in its original packaging whenever possible.

We reserve the right to refuse returns that do not meet these conditions.

  1. NON-RETURNABLE ITEMS

For hygiene, safety, or product-specific reasons, certain items cannot be returned, including:

  • personalized or custom-made products,

  • personal care or hygiene items once opened,

  • downloadable digital products,

  • gift cards,

  • perishable goods,

  • items damaged through customer misuse.

  1. DAMAGED OR DEFECTIVE ITEMS

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with:

  • your order number,

  • a description of the issue,

  • and clear photos of the item.

We will review the case and, if approved, provide:

  • a replacement,

  • reshipment,

  • store credit,

  • or a refund.

  1. RETURN SHIPPING COSTS

Unless the item arrived damaged, defective, or incorrect, customers are responsible for return shipping costs.

Original shipping costs are non-refundable.

  1. RETURN PROCESS

To request a return, please contact us at:

Email: hff.ecom@gmail.com

Please include:

  • your full name,

  • order number,

  • and reason for the return.

Do not send products back without prior return authorization.

  1. REFUNDS

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved:

  • refunds will be issued to the original payment method,

  • within approximately 5–10 business days,

  • depending on your bank or payment provider.

  1. LOST PACKAGES AND INCORRECT ADDRESSES

We are not responsible for lost packages caused by:

  • incorrect shipping addresses provided by the customer,

  • failed delivery attempts,

  • or carrier-related issues outside our control.

If an order is returned to sender, we may offer reshipment subject to additional shipping fees.

  1. ORDER CANCELLATIONS

Orders may only be canceled before they are processed or shipped.

Once an order has been shipped, the standard return process will apply.

  1. CONTACT

If you have any questions regarding returns or refunds, please contact us at:

hff.ecom@gmail.com