Refund Policy

Return Exchange policy updated

Exchange Policy

Thank you for shopping at Pawfect! We want you to have an outstanding customer experience, and that includes making our exchange process clear and straightforward. Please read the following policy carefully:

1. Eligibility:
- You are eligible for an exchange if you purchased the product directly from us on our website. For Shopee purchases, we will need you to follow and adhere to Shopee’s return / exchange policies.
- The product must be in its original condition, unused, and undamaged, with all original tags and packaging intact.
- Clearance or sale items are generally not eligible for exchange unless specified.

2. Timeframe:
- Exchanges must be requested within 7 days from the date of purchase.
- The product must be returned to us within 7 days after the exchange request is approved.

3. Process:
- To initiate an exchange, please contact our customer support team at providing the following information: order number, product name, reason for exchange, and preferred exchange option (e.g., different size, different color).
- Our customer support team will review your request and provide instructions for return shipping if applicable.
- Once we receive the returned product and verify its eligibility, we will process the exchange based on the availability of the requested item.
- If the requested item is out of stock, we will reach out to discuss alternative options with store credits.

4. Shipping:
- You are responsible for the shipping costs associated with the return of the product for exchange.
- If the exchange is due to our error (e.g., wrong item shipped, defective item), we will cover the return shipping costs.

6. Exclusions:
- Certain products may not be eligible for exchange due to hygiene and other reasons (e.g. DERMagic Skincare products, Beds etc).