Refund policy
Refund & Return Policy
We want you to be completely satisfied with your purchase. If you’re not, you may return your item following the guidelines below.
30-Day Return Policy
We offer a 30-day return policy, giving you 30 days after receiving your item to request a return or an exchange.
Eligibility Criteria
To be eligible for a return or exchange, your item must be:
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In the same condition as received
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Unworn or unused
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With tags attached, where applicable
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In its original packaging, where applicable
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Accompanied by your receipt or other proof of purchase
Damages and Issues
Please inspect your order immediately upon receipt.
If your item is defective, damaged upon arrival, or you received the wrong item, contact us as soon as possible at SUPPORT@PAWSANDVELVET.COM.
After we review the issue, we will provide a prepaid return label when a return is required.
Customer-Induced Damage
We cannot accept returns for items that have been used, worn, or damaged by the customer after delivery.
Non-Returnable Items
Some items may not be eligible for return due to their nature, including:
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Custom or personalized products
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Gift cards
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Items specifically identified as non-returnable at the time of purchase
Sale items: Sale items are eligible for return unless the product listing specifically states that the item is final sale.
Exchanges
Our goal is customer satisfaction, and exchanges are simple.
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You have 30 calendar days after delivery to request an exchange.
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Contact us at SUPPORT@PAWSANDVELVET.COM with your exchange request.
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We will guide you through the exchange process.
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If the replacement item has a different price, we will explain any applicable price difference before processing the exchange.
Starting a Return
To initiate a return or exchange, contact us at:
Return Address
491 Sweet Ln
Princeton, TX 75407
United States
If your return is approved, we will provide the necessary return instructions.
Returns must be authorized before being sent. Please do not send a return to the business address unless we specifically instruct you to do so.
Return Shipping
Returns are free. When a return is approved, Paws and Velvet will provide the applicable return shipping label and instructions.
Restocking Fees
We do not charge a restocking fee.
Restocking Fee: $0.00
Country-Specific Return Policy
We adhere to applicable consumer protection laws for the countries and regions where we sell.
| Country / Region | Return Window | Return Requirement |
|---|---|---|
| United States (US) | 30 days after receiving the item | The item must meet the standard eligibility requirements stated above. |
| European Union (EU) | 14-day cooling-off period where applicable | Eligible consumers may have the right to cancel or return an order within the applicable statutory period without providing a reason, subject to applicable law and statutory exceptions. |
| Other Countries | As required by applicable law | Contact SUPPORT@PAWSANDVELVET.COM for applicable return information. |
Nothing in this policy limits any mandatory consumer rights provided by applicable law.
Refunds
Once your returned item is received and inspected, we will notify you whether your refund has been approved or rejected.
If approved, your refund will be issued to your original payment method.
Please allow up to 14 business days after refund approval for the refund to appear in your account, depending on your payment provider.
If more than 14 business days have passed after your refund was approved, contact us at SUPPORT@PAWSANDVELVET.COM.
Incorrect Shipping Address
Customers are responsible for providing an accurate shipping address at checkout.
If an order cannot be delivered because an incorrect or incomplete shipping address was provided, contact SUPPORT@PAWSANDVELVET.COM as soon as possible.
If the package is returned to us, we will review the available options with you. Any applicable reshipping costs will be communicated before a replacement shipment is arranged.
FOR MORE INFORMATION
Trade Name: Paws and Velvet
Phone: +1 (307) 427-2456
Support Email: SUPPORT@PAWSANDVELVET.COM
Business Hours: Monday–Friday, 9:00 AM–4:00 PM
Business Address:
30 N Gould St
Sheridan, WY 82801
United States
Return Address:
491 Sweet Ln
Princeton, TX 75407
United States