Returns & Refunds Policy

Chapter 1: The short version

You have 30 days from the delivery date to return an item. Returns are free: we send you a prepaid DHL return label, and once your return is accepted, your refund is released 7–10 business days later to your original payment method. The delivery date is the date the carrier recorded the delivery. A return started on day 30 still counts.

Chapter 2: What you can return

Items must be unused, unwashed, and in their original packaging, with all parts, tags, and accessories included, so the item can be resold. If you opened a toy to look at it, or held it next to your dog to check the size, that is fine — looking at an item is not the same as using it.

Original packaging is part of the return condition. If the packaging itself arrived damaged, tell us when you start the return and we will work with you.

Chapter 3: What you cannot return

Items that have been used, washed, worn, soiled, chewed, or are missing parts, tags, or accessories are not eligible. Once an item has been used, we cannot resell it, so we cannot accept it back as a return. If the item is defective rather than simply unsuitable, our 60-day defect cover applies instead — see Defect Cover.

Returns sent without contacting us first may be refused, because we cannot match an unannounced parcel to your order.

Chapter 4: Starting a return

Email payment@pawplay.shop with your order number, the items you want to return, and the reason. That is all it takes to start.

We reply within 1 business day with a prepaid DHL return label and packing instructions. Print the label, pack the item in its original packaging, attach the label, and drop the parcel with DHL.

Where to send it: the prepaid label shows the returns-center address. Use that label and that address — do not send returns to the mailing address in our footer, which is a correspondence address, not the returns center.

You can return more than one item. List every item in the same email and we will cover them in one return where possible. If items need separate labels, we will send them together.

Chapter 5: Inspection

Inspection takes 1–2 business days after your return reaches our returns center. We email you at every stage: when we receive your return, when inspection is complete, when your return is accepted, and when your refund is released.

Chapter 6: Refunds

Your refund is released 7–10 business days after your return is accepted. Business days are Monday through Friday, excluding U.S. federal holidays. Acceptance means your return has reached our returns center and passed inspection.

Your refund covers the item price you paid, in full. Original shipping was free, so there is nothing to deduct for it. The refund goes back to your original payment method. Your bank or card issuer may need a few extra days to post it — that part is outside our control, and we will confirm the release date by email so you can check with your bank.

Chapter 7: Exchanges

Yes, exchanges are available. The simplest route is a return plus a new order for the item you want — that gets the replacement moving fastest, because the new order ships on the normal 1–2 business day processing schedule while the return is still on its way back. If you would rather we hold a replacement for you, email us first and we will arrange it before you send anything back.

Chapter 8: Damaged, wrong, or defective on arrival

If an item arrives damaged, wrong, or defective, email us within 14 days with your order number and photos. We will send you a prepaid label and offer a replacement or a full refund — your choice. The 30-day clock does not apply to these cases; they are handled as defect claims. For defects that show up later, our 60-day defect cover applies — see Defect Cover.

Chapter 9: If a return is not eligible

If inspection finds an item ineligible — used, washed, soiled, chewed, or missing parts — we will email you with photos and your options: we can send the item back to you at your cost, or you can let us keep it with no refund. We do not discard an ineligible return without telling you first.

Quick reference: returns & refunds