Refund policy

Refund policy
Lack of Desired Effects

We offer a 60-day return policy, allowing you to request a return within 60 days after receiving your item.
To be eligible for a return, the item must be in good condition, including being intact and functional, with no damage evident.
If you find that the item does not meet your expectations:
You may return the used item for a refund. To initiate the return process, please send us a video showing the item is intact and in working condition.
Contact our customer support team at customer@pawsozzie.com to start the return process. They will provide further instructions, including where to send the return package.
Please note that returns without prior authorization or evidence of the item's condition may not be accepted.
 
Ordered Incorrect Item or Additional Unneeded Item

If you have ordered the wrong item, please contact our customer service immediately.
Pre-Shipment: If the order has not yet shipped, our customer support team can cancel the order and process a refund to your original payment method.
Post-Shipment: Once the order has been dispatched, we are unable to halt or reverse shipments. You may refuse delivery of the package. If the refused package is returned intact and unopened to the sender, and the return is approved by our customer support, a refund will be issued.
 
Items Missing from Order

Immediate Action Required: If you discover any items missing from your package, please contact us immediately via email at customer@pawsozzie.com, providing your order number and details of the missing item(s). Our customer service team will promptly address the issue by offering a replacement for the missing item(s). We guarantee resolution within 24 hours following verification of your claim. Requests for missing items must be submitted within 7 days from the order delivery date.

Incorrect Address and Delivered Package

Address Verification: We rely on the accuracy of the address provided at checkout and cannot verify or alter it after purchase. If a package is delivered to an incorrect address due to customer error, we are here to assist. Our customer service can facilitate the placement of a new order at a reduced price to mitigate your loss. However, it is the customer’s responsibility to provide current shipping information. Extra charges will apply in such cases.
 
Damages and issues
If you have received a damaged item, please contact our customer service immediately. You can reach us promptly via email at customer@pawsozzie.com, providing your order number and the name of the damaged item. Our customer service team will swiftly address the issue by offering a replacement for the damaged item(s). We guarantee resolution within 24 hours following verification of your claim. All requests for damaged items must be submitted within 7 days from the order delivery date.

Exceptions / non-returnable items
Non-returnable items include shipping fees once the order has been dispatched, expedited shipping fees, package loss warranty, priority order processing, pre-paid gift cards, and discounted items marked as BOGO or identified as non-refundable on our site.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
 
Prepaid Shipping Labels

At this time, Pawsozzie.com does not offer prepaid shipping labels for returns.
 
Keep the Product Option

In certain cases, we may offer you the option to receive a refund without the need to return the product. This applies especially if returning the product is inconvenient or costly. To be eligible for this option:

• You must contact our customer support at Customer@pawsozzie.com and provide evidence (such as photos or videos) demonstrating the issue with the product.
• Our team will evaluate the case and, if approved, will process a refund while allowing you to keep the product.
• Note that this option is granted at our discretion and may apply in cases such as minor defects, incorrect or damaged items, or other situations where return shipping is impractical.

This policy helps us resolve issues quickly and fairly while saving on environmental and shipping costs.

 
Refund Options:

Refund options include refunding to the original payment method or providing store credit, if applicable.

Refund Notification and Processing Details
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at Customer@pawsozzie.com.