Returns & Refunds

15-day return window

Last updated: July 24, 2026

Paw Terys accepts return requests for eligible products within 15 calendar days after the carrier marks the order as delivered. This includes change-of-mind returns and returns for products that are defective, damaged in transit, materially different from what was ordered or incorrect.

Return eligibility

For a change-of-mind return, the item must be unused, undamaged and returned in its original packaging with all included components. For a defective, damaged or incorrect item, contact us promptly and provide clear photographs or video showing the issue, the packaging and the shipping label. Items damaged through misuse, alteration or improper handling after delivery are not eligible unless required by applicable law.

How to request a return

  1. Email support@pawterys.com within 15 calendar days after delivery. Include your order number, the reason for the request and supporting photos or video when the product is defective, damaged or incorrect.
  2. Wait for written return authorization, the approved return destination and shipping instructions before sending anything.
  3. Send the authorized item using the instructed method and retain proof of shipment. Unauthorized returns or returns sent to a different address may not be accepted.

Return shipping and fees

For an approved return involving a defective product, transit damage, a materially different product or an incorrect item, Paw Terys will provide a prepaid return label when available or reimburse reasonable tracked return shipping up to the amount approved in writing before shipment.

For a change-of-mind return, the customer is responsible for return shipping costs. Because the authorized return destination may be in Hong Kong, customers should review the expected shipping cost before sending the item. Original shipping charges are non-refundable for change-of-mind returns. Paw Terys does not charge a restocking fee.

Inspection and refund timing

We will inspect the returned item after it arrives. If the return is approved, Paw Terys will issue the refund to the original payment method within 3–5 business days. For an approved defective, damaged or incorrect-item return, the refund includes the product price and any original standard shipping charge paid for that item. After the refund is issued, a bank, card provider or payment service may require an additional 5–10 business days to post the funds to the customer's account. The final posting time is controlled by the customer's financial institution.

Exchanges and cancellations

We do not offer direct exchanges. If an approved return is refunded, you may place a new order. Contact us as soon as possible to request a cancellation; cancellation cannot be guaranteed after processing or shipment begins.

Contact and authorized return address

Brand and online store: Paw Terys
Legal business name: HONGWEI TECHNOLOGY TRADING CO., LIMITED
Hong Kong Business Registration Certificate No.: 75718852-000-09-25-8
Email: support@pawterys.com
Telephone: +86 131 4333 9873
Registered business and authorized return address: Room C05, Flat A, 2/F, Tontex Industrial Building, 2–4 Sheung Hei Street, San Po Kong, Kowloon, Hong Kong.

Contact us before sending any return. The exact return destination and shipping instructions will be provided with the return authorization.