Refund policy

Last updated: July 19, 2026

15-day return window

Paw terys accepts return requests for both eligible change-of-mind returns and items that are defective, damaged in transit, or materially different from the item ordered. A return request must be submitted within 15 calendar days after the carrier records the order as delivered.

Eligibility

For a change-of-mind return, the item must be unused, undamaged, free from signs of wear, and returned with its original packaging, accessories and proof of purchase. For a damaged, defective or incorrect item, include clear photos or video showing the product, packaging, shipping label and issue.

Gift cards, personalized items, final-sale items and items damaged through misuse, modification or improper care are not returnable unless required by applicable law.

How to request a return

1. Email vinc2nt94@gmail.com within 15 calendar days of delivery and include your order number and reason for return.
2. For damage, defects or an incorrect item, attach clear photos or video.
3. Wait for return authorization and return instructions before mailing the item.

Unauthorized returns, cash-on-delivery shipments and returns sent to an address other than the authorized return address may be refused.

Return shipping and fees

The customer is responsible for return shipping costs and for choosing a trackable return service. Original shipping charges are not refundable. Paw terys does not charge a restocking fee.

Inspection and refunds

After an authorized return is received, Paw terys will inspect it and notify the customer whether the refund is approved. Approved refunds are issued to the original payment method within 3–5 business days after approval. A bank or card issuer may require additional time to post the credit.

If a returned item does not meet this policy, the refund may be declined. Any available resolution will be communicated to the customer.

Exchanges and cancellations

We do not offer direct exchanges. Customers may return an eligible item and place a new order. To request cancellation, contact us as soon as possible. Cancellation is not guaranteed after processing or shipment has begun.

Contact and return address

Email: vinc2nt94@gmail.com
Phone: +852 5163 1391
Authorized return address: Room C05, Flat A, 2/F, Tontex Industrial Building, 2-4 Sheung Hei Street, San Po Kong, Kowloon, Hong Kong.

Do not mail a return until Paw terys has approved the request and provided return instructions.