条款与退款政策

Terms and Conditions & Refund Policy

Last Updated: 23 Sep, 2026

By placing an order with PawPrint, you acknowledge that you have read and agreed to these Terms and Conditions and Refund Policy. Please review these terms carefully before completing your purchase.

1. Order Cancellation — 24-Hour Window

PawPrint allows customers to request cancellation of an order within 24 hours of the order confirmation timestamp. Cancellation requests received after this period may not be accepted, except where otherwise required by applicable law.

Unprocessed Orders: If your order has not yet been processed for fulfillment, we will attempt to cancel the order and issue an eligible refund after verifying your request.

Orders Already Shipped: If your order has already been shipped before your cancellation request is successfully processed, cancellation may no longer be possible. In this situation, you may need to follow our applicable return procedure.

2. Requests Made After 24 Hours

After the 24-hour cancellation period has expired, orders are generally considered final and cancellation requests may not be accepted. However, this limitation does not affect any rights you may have under applicable consumer-protection laws, including rights relating to defective, damaged, incorrect, or misrepresented products.

3. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or contains an incorrect item, please contact us as soon as reasonably possible after delivery.

To help us investigate and resolve the issue, we may request photographs, videos, packaging information, or other reasonable evidence showing the condition of the item when received.

If the issue is confirmed to be the result of a damaged, defective, or incorrectly fulfilled order, we will determine the appropriate remedy, which may include a replacement or refund, subject to applicable law.

4. Return Conditions

When a return is approved, the following conditions may apply:

The item should generally be unused and in the condition in which it was received.

Where applicable, the item should be returned with its original packaging and included accessories.

Proof of purchase, such as an order number or receipt, may be required.

Return shipping costs for voluntary returns or changes of mind may be the customer's responsibility, unless otherwise required by applicable law or stated by PawPrint.

5. Non-Returnable Items

Certain products may not be eligible for return due to their nature, hygiene considerations, personalization, or applicable law. These may include:

Customized or personalized products.

Perishable products, including certain pet foods or treats.

Products that cannot reasonably be returned for health or hygiene reasons after being opened or used.

Digital products or downloadable content, where applicable.

Gift cards and promotional vouchers.

Any legally protected consumer rights remain unaffected by these exclusions.

6. How to Request a Cancellation or Refund

To request a cancellation or refund, contact PawPrint through the customer-support method provided on our website or in your order confirmation.

Please include:

Your full name.

Your order number.

The email address used for the order.

The reason for your request.

Photographs or other evidence where relevant.

The time at which we receive your cancellation request will be used to determine whether the request was submitted within the applicable cancellation period.

7. Refunds and Processing Times

Once an eligible refund has been approved, we will generally attempt to return the funds to the original payment method used for the purchase.

Processing Time: After PawPrint initiates a refund, it may take approximately 5–10 business days for the funds to appear in your account, depending on your payment provider and financial institution.

Payment Processing Fees: For voluntary cancellations or returns that are permitted under this policy, any applicable payment-processing costs may be deducted where permitted by applicable law and disclosed to you at the time of purchase. No such deduction will apply where prohibited by law or where the refund is required because of a defective, damaged, incorrect, or otherwise improperly fulfilled order.

Alternative Refund Method: If a refund to the original payment method cannot be completed, PawPrint may contact you to arrange an alternative refund method, such as a bank transfer. Additional banking information may be required for this purpose.

8. Currency and Refund Amounts

Refunds are generally issued in the same currency and through the same payment method used for the original transaction, where supported by the payment provider.

If a refund is processed through a different payment method or currency, exchange-rate differences or bank charges may affect the amount ultimately received by the customer. PawPrint is not responsible for fees charged independently by a customer's bank or financial institution.

9. Chargebacks and Payment Disputes

If you believe there is an issue with your order or refund, we encourage you to contact PawPrint first so that we can investigate and attempt to resolve the issue.

Nothing in this section limits any rights you may have to dispute a transaction with your payment provider or under applicable law.

10. Changes to This Policy

PawPrint may update these Terms and Conditions and Refund Policy from time to time. The version in effect at the time of your purchase will generally apply to that transaction, except where a change is required by applicable law.

11. Applicable Consumer Rights

This policy is intended to operate alongside applicable consumer protection, refund, cancellation, and product-safety laws. Nothing in these Terms and Conditions is intended to exclude or limit a customer's rights where such exclusion or limitation is prohibited by law.