Returns & Refunds

Our promise

We want you and your pet to love every order. If something isn't right, we'll make it right. Here's exactly how returns and refunds work.

What can be returned

• Unopened, unused products in original packaging can be returned within 14 days of delivery for a full refund.
• For hygiene and pet-safety reasons, opened food, treats, and consumables cannot be returned or exchanged.
• Personalized or special-order items are non-returnable unless they arrive damaged or defective.

Damaged, defective, or wrong items

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery with your order number and a photo. We'll send a replacement right away at no cost to you — no need to return the original.

How to start a return

• Message us on LINE @pawsmith or email hello@pawsmith.app.
• Include your order number and the reason for the return.
• We'll confirm whether your item qualifies and share return instructions within 1 business day.

Refunds

• Approved refunds are issued to your original payment method.
• Card and PromptPay refunds are processed via Stripe and typically appear within 5–10 business days, depending on your bank.
• Original shipping fees are non-refundable unless the return is due to our error.

Return shipping

If the return is due to our error (wrong, damaged, or defective item), we cover return shipping. For change-of-mind returns, the customer is responsible for return shipping costs.