Refund policy

We have a 10-day return policy, which means you have 10 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

At Pawcartstore, customer satisfaction is important; however, due to the nature of pet products, we maintain a strict return policy. Returns are only accepted for items that arrive damaged, defective, or incorrect. Customers must notify us within 24 hours of delivery by providing clear photo or video proof of the issue. Requests submitted after 24 hours of delivery will be automatically rejected.


Items must be unused, unopened, in original packaging, and in the same condition as received. For hygiene and safety reasons, we do not accept returns on opened pet food, treats, grooming products, bedding, toys, or any used pet-related items under any circumstances. Pawcartstore reserves the full right to deny any return request that does not meet our strict eligibility criteria.


Customers are responsible for return shipping costs unless the error was caused by Pawcartstore. Unauthorized returns sent without approval will not be accepted or refunded.



To start a return, you can contact us at pawcartstore@gmail.com. Please note that returns will need to be sent to the following address: 7841 138st surrey , BC , Canada  V3W7B5

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at pawcartstore@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


European Union 10 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 10 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


Refunds

Refunds are only issued after the returned item has been received and thoroughly inspected. If approved, refunds will be processed to the original payment method within 7–10 business days. Original shipping fees are strictly non-refundable.


Refunds will not be granted for:


  • Incorrect shipping address provided by the customer
  • Delays caused by courier services
  • Refused deliveries
  • Minor packaging damage that does not affect product usability
  • Change of mind after order confirmation

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

If more than 10 business days have passed since we’ve approved your return, please contact us at pawcartstore@gmail.com.