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Returns & Refunds

We want both you and your pet to be happy with your order. This policy explains cancellations, returns, and refunds when shopping with Posh Paw Shop.

Your Right to Cancel (14 Days)

EU customers may cancel an order within 14 days of receiving it. To cancel, email support@poshpawshop.com with your order number. Items must be returned in original condition and packaging. Refunds are issued within 14 days of receiving the return or proof of shipment.

Conditions for Returns

  • Items must be unused, in original packaging, and resellable.
  • Requests must be made within 14 days unless the product page states otherwise.

Non-returnable items include:

  • Personalized/custom items
  • Perishable goods (e.g., food/treats)
  • Hygiene-sensitive products once unsealed
  • Items not in resellable condition (stains, odors, hair, missing parts)

“Free Return” Items

Some products show a “Free Return” badge. For these:

  • The first return per order is free.
  • The return window is either 15 days after delivery or 90 days after purchase (as stated on the product page).
  • We provide the return label and instructions if eligible.

Damaged, Defective, or Wrong Item

If your order is damaged, defective, or incorrect, contact us within 7 days with photos or video. In most cases we will refund or replace, and you may not need to return the item.

Who Pays for Returns?

  • Change of mind: customer pays return shipping unless item has a Free Return badge.
  • Damaged/defective/wrong item: we handle the resolution; return shipping may not be required.

Use a trackable shipping method if returning items. We cannot process refunds for returns lost in transit without proof of delivery.

Refunds

Refunds are processed within 14 days after returns are received or proof of shipment is provided. Banks and payment providers may take an additional 3–10 business days to post funds.

Exchanges

We do not offer direct exchanges. Please return your item for a refund (if eligible) and place a new order.

How to Start a Return

  1. Find your order number and product name.
  2. Email support@poshpawshop.com.
  3. We’ll confirm eligibility and send instructions (and a prepaid label if eligible for Free Return).

Last updated: August 2025