Refund policy
We want you to shop with confidence. Please read our policy carefully before making a purchase.
Eligibility for Returns
Requests must be submitted within 30 days of delivery. To protect our customers from high international shipping fees and delays, we do not require you to mail items back. All requests are safely verified digitally via clear photographic or video proof.
How to Raise a Dispute (Damaged or Incorrect Items)
Email us directly at support@pawkitsupply.com within 30 days of delivery with the following items to process your claim instantly:
- Your order number
- Your continuous, unedited unboxing video, or clear photos showing the issue
- Close-up photos highlighting the specific defect
- Screenshots of any relevant communication
Do not attempt to mail any packages back to the address on your shipping label, as we cannot accept physical deliveries. We will review your digital proof and respond within 2–3 business days.
You cannot open a dispute if the order status is closed, or if tracking information from a third party is untraceable.
Refunds
Once we receive and inspect your submitted unboxing video and photo proof, we'll notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the refund.
If more than 15 business days have passed since your refund was approved, contact us at support@pawkitsupply.com.
What We Refund
Full refund or free replacement (at our discretion) for:
- Items arriving badly damaged or completely non-functional (clear photo or video proof is required)
- Incorrect items received
- Orders not delivered within 45 days of dispatch
Partial refund for:
- Partially damaged items (minor scratches or slight wrinkles excluded)
- Missing parts that don't affect product function
No refunds for:
- Customer change of mind
- Wrong size/color ordered by customer
- Incorrect shipping address provided by customer
- Delays caused by customs, weather, or force majeure events (e.g. natural disasters, strikes, epidemics)
- Unusual smell complaints
- Product differences negotiated or disclosed in advance
- Refused or rejected deliveries at your doorstep
- Packages successfully delivered to the correct address provided at checkout (we are not liable for theft after delivery; please contact your local carrier)
Non-Delivery Claims
If your order has not arrived within 45 days of dispatch, contact us at support@pawkitsupply.com to open a claim.
Note: if tracking shows your package is held at a local post office, please contact your local post office directly for collection.
Order Cancellations
Customers have exactly 1 hour after purchase to cancel an order directly through our store system. Once this window closes, or once an order is processed into our automated system, orders cannot be cancelled or modified while in transit.
Contact Us
For any return, refund, cancellation, or dispute requests: support@pawkitsupply.com. We respond within 2–3 business days.