Refund policy
Return & Refund Policy
Overview
We want you to be satisfied with your purchase. That’s why we offer a 30-day money-back guarantee on eligible items. Please read the policy below carefully to understand your rights and our limitations.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee from the date you receive your order. This guarantee applies only to products that are defective or damaged upon arrival.
To be eligible for a refund:
- The item must be defective, faulty, or damaged upon delivery
- You must contact us within 30 days of receiving your order
- You must provide clear photo or video evidence of the defect
- The item must be unused and in the same condition you received it
Once your claim is approved, we will offer either a replacement or a full refund.
Non-Eligible Refund Situations
We do not offer refunds or returns for the following situations:
- Shipping delays caused by carriers or customs
- Packages marked as “delivered” but not received (these must be resolved with the shipping carrier)
- Incorrect shipping address provided by the customer
- Customer change of mind or buyer’s remorse
- Normal wear and tear after use
- Issues unrelated to product quality or manufacturing defects
We are not responsible for delays, losses, or issues caused by shipping providers or customs authorities.
Return Process
To start a return or refund request, please contact our support team at:
serenepaw.shop@gmail.com
Include the following:
- Order number
- Description of the issue
- Clear photo or video evidence
Once reviewed, we will notify you of approval or rejection of your claim.
Refund Processing
If your refund is approved:
- Refunds will be issued to your original payment method
- Processing times may vary depending on your bank or payment provider (typically 5–10 business days)
Exchanges
We only replace items if they are defective or damaged. If you need an exchange for the same item, contact us within the 30-day window.
Important Notes
By placing an order, you agree to this Return & Refund Policy. We reserve the right to deny refund requests that do not meet the conditions outlined above.