Refund policy

Thank you for shopping at Pattypaw. We take the health and safety of your pets very seriously. Due to strict hygiene protocols in the pet supplies industry, we have implemented a strictly enforced 14-day return policy. You have 14 days after receiving your item to request a return.

1. Order Cancellations

Because our orders are processed automatically and sent directly to our fulfillment partners to ensure fast delivery, we have a very strict and narrow cancellation window.

You may request to cancel your order within 1 hour of placing it directly through your customer account. Simply log in to our store, navigate to your order history, and select the cancellation option next to your recent order.

  • Once this 1-hour window has passed, or if the order has already been processed or shipped by our fulfillment partners, the cancellation option will no longer be available and we cannot manually cancel or modify the order.

  • If your order cannot be canceled, you will need to wait for the item to be delivered and then follow our standard 14-day return process outlined below.

2. Eligibility for Returns

To be eligible for a return, your item must be in the exact same condition that you received it. This means the item must be:

  • Completely unused, unworn, and unwashed.

  • Strictly free of any pet hair, dander, dirt, or odors.

  • In its original, undamaged packaging with all original tags attached.

  • Accompanied by the receipt or proof of purchase.

Note: We reserve the right to rigorously inspect all returns. Any item that shows signs of use, or does not meet the hygiene standards listed above, will be legally rejected and returned to you at your expense, or disposed of without a refund.

3. How to Start a Return (Self-Serve Returns)

We offer a streamlined self-serve return portal for your convenience. To start a return, please follow these steps:

  1. Log in to your customer account on our store.

  2. Navigate to your order history and select the order you wish to return.

  3. Click "Request Return" next to the eligible item and provide the requested reason/photos.

If your return request is provisionally accepted, we will send you a return shipping label, along with instructions on how and where to send your package. Items sent back to us without first requesting a return through your customer account will not be accepted.

Please note that approved returns will need to be sent to the following address: [BURAYA İADE ADRESİNİZİ YAZIN]

For any technical issues with the return portal, you can contact us at care@pattypaw.shop.

4. Non-Returnable Items & Exceptions

For the safety of all pets, certain types of items cannot be returned under any circumstances. These non-returnable items include:

  • Opened, unsealed, or expired pet food, treats, and dietary supplements.

  • Chew toys, ropes, and plush toys.

  • Pet hygiene and grooming products (such as shampoos, brushes, clippers, and dental care items).

  • Custom products (such as personalized collars, engraved ID tags, or special orders).

  • Hazardous materials, flammable liquids, or gases.

Unfortunately, we also cannot accept returns on clearance/sale items or gift cards. All sales on these specific items are final.

5. Damages and Order Issues

Please inspect your order upon reception. Contact us immediately at care@pattypaw.shop within 48 hours of delivery if the item is defective, damaged in transit, or if you received the wrong item. We will evaluate the issue and make it right. Please include clear photos of the damaged item and the shipping box in your email.

6. Exchanges

We do not offer direct exchanges. The fastest way to ensure you get the item you want (e.g., a different size collar) is to return the item you have through our self-serve portal. Once the return is accepted and processed, you can make a separate purchase for the new item.

7. Refunds

We will notify you once we’ve received and physically inspected your return. We will let you know if the refund was approved or rejected based on our hygiene and condition standards.

  • If approved: You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

  • If rejected: The item will not be refunded. You will be contacted with the option to have the item shipped back to you at your own cost.

If more than 15 business days have passed since we approved your return and you have not received your funds, please contact us at care@pattypaw.shop.