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Refund policy

Refund & Return Policy 

Last Updated: August 4, 2025

At Petwoow.com, customer satisfaction is our top priority. Please read this policy carefully before placing an order to understand our terms for refunds, returns, and reshipments. By purchasing from us, you agree to the terms outlined below.

1. General Conditions for Refund or Reshipment

We offer a full refund (including product and shipping costs) or free reshipment in the following cases, provided that valid proof is submitted:

  • You receive the wrong product

  • The product is damaged or defective

  • Missing items from your order upon delivery

  • The package is marked as delivered but not received by you (proof from the courier is required)

⏳ Reporting Window: Within 7 calendar days of receiving your order

📷 Required Proof: Clear photos or videos of the product, packaging, shipping label, and product barcode

2. Delayed Shipments

  • If an order shipped via Petwoow Express arrives more than 30 days after the estimated delivery date, you are eligible for a refund or free reshipment.

  • This condition does not apply to shipments sent via Special Shipping methods or non-branded shipping.

3. Customized & Personalized Products

  • Orders that are customized or branded are non-refundable after payment.

  • In the event of a clear quality defect, we may offer a remake of the product.

  • Due to production costs, personalized orders are not eligible for refunds under any other circumstances.

4. Cases Not Eligible for Refund or Return

  • Incorrect, incomplete, or undeliverable addresses (including P.O. Boxes or remote areas)

  • Refusal to accept the package without a valid reason

  • Change of mind after the order has been shipped

  • Claims made after the 7-day reporting period

5. How to Request a Refund or Reshipment

  1. Contact our customer service via support@petwoow.com or through the Contact Us form on our website.

  2. Provide your order details, a description of the issue, and the required proof (photos/videos).

  3. Upon review and approval, we will proceed with one of the following:

    • Reshipment: Processed within 3 business days and shipped with a new tracking number.

    • Refund: Issued within up to 7 business days to your original payment method (transaction fees are non-refundable).

6. Important Notes

  • All refunds are issued to the original payment method used at checkout.

  • Customs duties, import taxes, and fees (if applicable) are the buyer’s responsibility and are non-refundable.

  • We recommend taking photos or videos upon receiving your package to expedite the claims process in case of any issues.

📌 For any questions or support requests, please contact us at support@petwoow.com or visit our Contact Us page.