Return and refund policy

Return & Refund Policy

At Paw Naturals, we want every customer to feel comfortable and informed when placing an order.

This policy explains when a product may be returned, how to submit a request, and what to expect during the refund or exchange process.

1. Our 30-Day Return Window

You may request a return within 30 calendar days of the date your order is delivered.

To qualify, the product must generally be:

Unused and in resalable condition
Free from pet hair, stains, odors, damage, or signs of wear
Returned with all accessories, manuals, tags, and components
Placed inside its original product packaging
Accompanied by valid proof of purchase

Products that do not meet these conditions may be refused or may qualify only for a partial refund.

2. Requesting Return Authorization

Before mailing any product back, contact our customer care team:

Email: service@fallinwellvip.com
Phone: +1 (312) 243-4080

Please provide:

Your full name
Order number
Email address used during checkout
The product you wish to return
A brief explanation of the request
Photographs when the item is damaged, defective, or incorrect

If your request is accepted, our team will provide return instructions and, when applicable, a return shipping label.

Do not send a package to our business address or any fulfillment facility without receiving written authorization first. Unauthorized returns may not be identifiable, processed, or refunded.

3. Damaged, Defective, or Incorrect Orders

Please inspect your package soon after delivery.

The product arrived damaged
An item is defective
You received the wrong product
Part of your order is missing

For visible shipping damage or packing errors, please contact us within 72 hours of delivery and include clear photographs of:

The product
The outer shipping package
The shipping label
Any visible damage or missing components

After reviewing the information, Paw Naturals may offer an appropriate resolution, such as a replacement, refund, or another remedy.

Please keep the item and all original packaging until your claim has been reviewed.

4. Products That Cannot Be Returned

For health, hygiene, safety, or customization reasons, certain purchases may be final sale.

Non-returnable products may include:

Opened pet food, treats, supplements, or other consumable goods
Used grooming, feeding, hygiene, or cleaning products
Products that have come into direct contact with a pet
Customized, engraved, or personalized products
Perishable merchandise
Hazardous, flammable, or restricted materials
Gift cards
Final-sale or clearance items
Products damaged through misuse, improper care, or normal wear
Original shipping and delivery charges

A product may also be ineligible when its packaging or hygiene seal has been opened and it cannot reasonably be resold for sanitary reasons.

5. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

When Paw Naturals confirms that an item was defective, damaged in transit, or incorrectly fulfilled, we may provide a prepaid return label or another suitable resolution.

For returns based on preference, fit, compatibility, accidental ordering, or a change of mind, the customer may be responsible for return shipping expenses.

Original shipping fees are generally non-refundable unless required by law or the return resulted from an error by Paw Naturals.

Packages sent using cash-on-delivery services will not be accepted.

6. Exchanges

We do not guarantee direct exchanges for every product.

The most efficient way to receive a different item is usually to:

Request authorization to return the original product.
Wait for the return to be reviewed and approved.
Place a separate order for the preferred product.

This process helps avoid delays caused by changing inventory levels.

Replacement items related to confirmed damage, defects, or fulfillment errors may be handled separately by our support team.

7. European Union Cancellation Rights

Customers receiving eligible orders within the European Union may have the right to withdraw from a purchase within 14 days of delivery, without providing a reason.

To use this right, the customer must notify Paw Naturals within the applicable 14-day period.

Unless an exception under local law applies, returned products must be:

Unused
Unworn
Complete and undamaged
Returned with original tags and packaging
Accompanied by proof of purchase

Certain sealed hygiene products, personalized goods, perishable goods, and opened consumable products may be excluded from the right of withdrawal.

Nothing in this policy is intended to limit mandatory consumer rights available under applicable law.

8. Return Inspection

After an authorized return reaches the designated return facility, it will be examined to confirm:

The correct product was returned
All components are included
The item meets the stated return requirements
The product has not been used, altered, or damaged

We will notify you when the review has been completed.

A refund may be reduced or declined when the returned product shows excessive handling, missing parts, damage, contamination, or use beyond what is reasonably necessary to inspect it.

9. Refund Processing

Approved refunds will normally be issued to the original payment method.

Please allow up to 10 business days after refund approval for Paw Naturals to submit the transaction.

Banks, card issuers, and payment providers may need additional time to display the funds in your account. Their processing timelines are outside our control.

When more than 15 business days have passed since you received confirmation that a refund was approved, contact us at:

service@fallinwellvip.com

Please include your order number and refund confirmation details.

10. Orders Returned by the Carrier

A package may be returned to the sender because of:

An incomplete or incorrect address
Failed delivery attempts
Refusal by the recipient
Failure to collect the parcel
Customs or import-related issues

When an order is returned for one of these reasons, any refund may exclude the original shipping fee, return transportation charges, customs fees, or other costs incurred.

Additional shipping charges may apply if the customer requests redelivery.

11. Chargebacks and Payment Disputes

We encourage customers to contact Paw Naturals before opening a payment dispute.

Our team will make a reasonable effort to review delivery concerns, damaged products, billing questions, and refund requests directly.

Initiating a chargeback while a refund or return review is already in progress may delay the resolution.

12. Return Destination

All returns require prior written approval.

An approved return may need to be sent to a designated warehouse or fulfillment facility rather than our primary business address. The correct destination will be included in the return instructions provided by our support team.

Do not mail products to the address below unless our team specifically instructs you to do so.