Refund policy

Last updated: July 23, 2026

Thank you for shopping at PawCloud. We want you to feel confident when purchasing from our store. If you are not completely satisfied with your order, you may request a return or refund in accordance with the terms below.

This Return and Refund Policy applies to purchases made through pawcloud.cyou.

1. Return Period

We offer a 30-day return policy. You may request a return within 30 calendar days from the date your order is marked as delivered.

To qualify for a return, the item should:

Be unused, unworn, unwashed, and in its original condition
Include all original packaging, accessories, manuals, labels, and components
Show no signs of misuse, damage, alteration, contamination, or excessive handling
Be accompanied by valid proof of purchase, such as an order confirmation or order number

We may refuse a return when the item does not meet these requirements.

2. Free Returns

Eligible returns submitted within the 30-day return period are free of charge.

Before sending an item back, you must contact our customer support team and obtain return instructions. Returns sent without prior authorization may be delayed, refused, or returned to the sender.

Please contact us at:

Email: support@pawcloud.cyou
Phone: +1 604 736-6340

Your return request should include:

Your full name
Your order number
The email address used to place the order
The item you wish to return
The reason for the return
Clear photographs or videos when the item is damaged, defective, incorrect, or incomplete

Our support team will provide the applicable return address and further instructions. Do not return products to our business address unless our team specifically instructs you to do so.

3. Damaged, Defective, Incorrect, or Missing Items

Please inspect your package as soon as it arrives.

The item is damaged during transportation
The product is defective
You receive an incorrect product, size, color, or quantity
A component or accessory is missing
The package appears materially damaged upon arrival

Please provide photographs of the product, packaging, shipping label, and damaged or incorrect area. Depending on the circumstances, we may offer:

A replacement
A reshipment of a missing component
A partial refund
A full refund
Another appropriate resolution

Do not discard the item or packaging until your claim has been reviewed.

4. Change-of-Mind Returns

Change-of-mind returns may be accepted within 30 days of delivery, provided the product remains unused and in its original condition.

Examples include:

You no longer want the product
You ordered the wrong color, size, style, or variation
The item does not match your personal preference
You purchased the product by mistake

Returned products may be inspected before a refund is approved.

5. Non-Returnable Items

Unless required by applicable law, we may be unable to accept returns for:

Products returned more than 30 days after delivery
Used, washed, worn, damaged, altered, or contaminated products
Products missing original parts, packaging, labels, or accessories
Gift cards
Final-sale or clearance products clearly identified as non-returnable
Personalized, customized, or made-to-order items
Items presenting hygiene or health concerns after being opened or used
Products damaged through misuse, improper care, accidents, or unauthorized modification

This section does not limit any rights available to you under mandatory consumer protection laws.

6. Order Cancellations

You may request an order cancellation before the order has been processed or shipped.

We cannot guarantee cancellation after an order has entered fulfillment. If your order has already shipped, you may need to wait for delivery and request a return under this policy.

Submitting a cancellation request does not confirm that the cancellation has been completed. We will notify you by email regarding the outcome.

7. Exchanges

We do not guarantee direct exchanges.

When an exchange is available, our support team will provide instructions. In other cases, you may be asked to return the original product for a refund and place a new order for the preferred item.

Replacement products remain subject to availability.

8. Refund Processing

Once your return is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank, card issuer, payment provider, and country.

Please allow approximately 5–10 business days after approval for the refund to appear. Some financial institutions may require additional time.

Original shipping fees are not refundable when a paid shipping service was selected, unless the order was damaged, defective, incorrect, incomplete, or otherwise covered by applicable law. Standard worldwide shipping is free.

9. Refused, Unclaimed, and Undeliverable Packages

If an order is refused, left unclaimed, or returned because of an incorrect or incomplete delivery address, additional handling or reshipping costs may apply.

Any refund may be reduced by costs reasonably incurred in connection with the failed delivery, except where prohibited by law or where PawCloud caused the delivery issue.