Help
Returns, clearly explained.
Returns on PAWITURE are handled through the independent brand you purchased from, subject to the brand's applicable return conditions, PAWITURE's marketplace requirements, and your rights under applicable law.
Whether you've changed your mind, received an incorrect product, or need help with an order that hasn't arrived, here's how to get assistance.
Starting a return
Start with the order you placed.
Use the support option available with your PAWITURE order to contact the independent brand responsible for your purchase.
Explain what you'd like to return and why. Include your order information and any relevant details that may help the brand review your request.
For an ordinary change-of-mind return, eligibility generally depends on the independent brand's disclosed return conditions. These may include a return period, product-condition requirements, or restrictions on certain items.
Not every independent brand offers voluntary returns or exchanges. Seller-specific conditions remain subject to PAWITURE's marketplace requirements and applicable consumer protections.
If you cannot find the return conditions relevant to your purchase, contact the brand or PAWITURE support for clarification.
Seller responsibility
The independent brand handles the physical return.
The brand you purchased from is responsible for providing appropriate return instructions and handling its products in accordance with the conditions applicable to your purchase and any legal requirements.
Where a physical return is needed, the brand should explain where to send the item and any applicable return-shipping arrangements.
Return-shipping costs may depend on the reason for the return, the brand's properly disclosed conditions, and applicable law.
For a voluntary change-of-mind return, lawful return-shipping charges or product-condition requirements may apply. Different responsibilities may apply when a product is defective, incorrectly supplied, or otherwise subject to a legally required remedy.
Please contact the brand for instructions before sending a product back, where reasonably practicable.
Damaged, defective or incorrect products
Received something that isn't right?
If your product arrives damaged, defective, incorrect, or materially different from its description, contact the independent brand through your PAWITURE order.
This also applies if an item is missing, the wrong variation or quantity arrives, or an important advertised feature is absent.
Explain the problem and provide relevant supporting information where reasonably available. Photographs may be helpful, but they are not an absolute requirement for every legally protected claim.
Depending on the circumstances, appropriate remedies may include correcting the order, providing a replacement where available, canceling the affected purchase, or issuing a refund.
The remedy depends on the nature of the problem, the applicable purchase terms, and the law. A brand's ordinary change-of-mind return restrictions do not remove remedies that customers are legally entitled to receive.
If a product appears unsafe, discontinue its use and contact the brand or PAWITURE support to report the concern.
Delayed, missing or unfulfilled orders
Need help with an order that hasn't arrived?
Independent brands are responsible for preparing and shipping their orders.
A brand's processing time generally refers to the time needed to prepare an order before it is handed to the carrier. Delivery and carrier transit time are separate.
If an order has not shipped within the applicable promised or legally required period, the responsible parties must provide any delay notice, cancellation opportunity, consent procedure, or refund required by law.
If a shipment is delayed, lost, has inconsistent tracking information, or is marked delivered but cannot be located, contact the brand so it can review the available shipping information and help address the issue.
A carrier delay does not automatically make every order eligible for an immediate refund. However, carrier involvement does not eliminate any applicable legal obligations or customer remedies.
If an order cannot be fulfilled, the purchase must be canceled or otherwise resolved as required by law, including an appropriate refund where due.
Canceling an order
Need to cancel your purchase?
If you wish to cancel an order, contact the independent brand through your PAWITURE order information as soon as possible.
Customer-requested cancellations depend on the order's status, applicable purchase conditions, and legal requirements. An order that has already shipped may need to be handled as a return rather than a pre-shipment cancellation.
Different rules apply when a brand cannot supply a purchased product or a customer has a legally protected right to cancel because of a shipment delay or another qualifying problem.
Where cancellation and a refund are legally required, ordinary seller restrictions cannot override those rights.
Refunds
Approved refunds return to the original payment method.
When a refund is authorized or legally required, it is ordinarily processed through the original payment method, where supported and appropriate.
Depending on the circumstances, a refund may cover an entire order or an affected portion of the purchase.
The amount refunded will reflect the applicable return or cancellation conditions and any amounts required by law, including relevant merchandise charges, original shipping charges, and taxes where applicable.
PAWITURE does not deduct a separate buyer-facing marketplace commission from refunds.
Refund processing may take time. The period between a refund being issued and the funds appearing in your account can vary depending on your bank or payment provider, subject to any applicable legal deadlines.
A request for a refund does not automatically mean it has been approved. However, refunds and other remedies required by law are not dependent solely on a brand's discretionary approval.
Need help?
Questions about a return or an unresolved order?
For questions about a particular purchase, start with the independent brand through your PAWITURE order.
If the brand does not respond, cannot resolve the issue, or you believe a marketplace or legal obligation has not been met, contact PAWITURE support.
PAWITURE may review relevant order information, communicate with the brand, investigate appropriate marketplace concerns, and coordinate authorized refunds or other action within its responsibilities and available services.
You may also contact PAWITURE directly about a serious safety concern, suspected fraud, or an issue requiring marketplace assistance.
No PAWITURE buyer account is required to request order-related help.
For assistance, visit our Contact page or email support@pawiture.com.
Payment disputes and your rights
Your applicable consumer protections remain in place.
Depending on your payment method and the circumstances, you may have rights to dispute a transaction through your card issuer, bank, or payment provider.
You are welcome to contact the brand or PAWITURE about a purchase concern, but you are not required to complete PAWITURE's support process before exercising a legal right to dispute a payment.
Be mindful that payment disputes can have separate deadlines and procedures.
Nothing in this policy removes or limits any customer right or remedy that cannot legally be excluded or restricted.
For more information, please review our Shipping Policy and Terms of Service.