Refund policy

Last updated: May 17, 2025

At Fuzz & Paw, we are pet parents too. We understand that when you shop for your furry family members, you want the absolute best. Our goal is to ensure that you and your pet are completely satisfied with every purchase.

However, we also know that sometimes a product might not be the perfect fit, or things don’t go exactly as planned. We have designed our Refund & Return Policy to be as fair and transparent as possible.

1. The 14-Day "Peace of Mind" Window

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

  • The countdown begins on the day the carrier marks your package as "Delivered".

  • If 14 days have passed since your delivery date, unfortunately, we cannot offer you a refund or exchange.

2. Our Approach to Hygiene & Safety (Important)

Because we specialize in pet products, hygiene is our top priority. To ensure the health and safety of all our four-legged customers, we maintain a strict policy regarding used items.

Animals are sensitive to smells, bacteria, and parasites (like fleas or ticks) that can be transferred through fabrics and surfaces. Therefore, we cannot accept returns for items that have been used, washed, worn, or are covered in pet hair.

  • Why is this good for you? This policy ensures that every single product you receive from Fuzz & Paw is brand new, clean, and never handled by another animal. We believe your pet deserves a fresh start with every new toy or bed!

3. Eligibility for Returns & Refunds

To be eligible for a return, your item must meet the following criteria:

  • It must be in the same condition that you received it.

  • It must be unused, unwashed, and free of pet hair/dander/odors.

  • It must be in the original packaging with all tags intact.

  • You must provide a receipt or proof of purchase (Order ID).

Non-returnable items include:

  • Perishable goods (such as treats or food).

  • Sanitary goods (such as litter boxes that have been opened/used).

  • Gift cards.

4. Damaged, Defective, or Wrong Items (Our Guarantee)

We stand behind the quality of our products. If your order arrives defective, damaged, or if you received the wrong item, we will make it right immediately.

In these cases, you do NOT need to worry about shipping the item back. Simply contact us with:

  1. Your Order Number.

  2. A clear photo or video showing the defect or damage.

We will evaluate the issue and send you a free replacement or issue a full refund right away. We want to ensure this process is stress-free for you.

5. "Change of Mind" Returns

If you have simply changed your mind, or if you accidentally ordered the wrong size/color, we are happy to accept a return within the 14-day window, provided the item meets the strict hygiene criteria mentioned in Section 2.

  • Shipping Costs: For "Change of Mind" returns, the customer is responsible for the return shipping costs. Shipping costs are non-refundable.

  • Restocking: Once we receive your return, our team will inspect the item. If it is approved (clean and original condition), your refund will be processed.

6. How to Initiate a Return

To start a return, you can contact us at support@fuzznpaw.com.

Please do not send your purchase back to the manufacturer without contacting us first. We will provide you with the correct return address and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

7. Refunds Process

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 5–10 business days.

  • Please note: It can take some time for your bank or credit card company to process and post the refund to your account.

8. Contact Us

If you have any questions about our policy or need help with an order, please don't hesitate to reach out. We are here to help!

Contact us at: support@fuzznpaw.com

Thank you for your patience and for being a part of the Fuzz & Paw family. We can't wait to see your pet enjoying their new goodies!

Warmly, The Fuzz & Paw Team