01Return Window

You can request a return within 30 days of delivery. Just email us before the 30 days are up and we'll take it from there.

02What Can Be Returned

To be accepted, an item needs to be:

• Unused and not worn by a pet, in its original condition with all tags and packaging.
• Free of pet hair, odour, dirt, bite marks, or any other signs of use.
• Accompanied by your order number as proof of purchase.
• Not in the list below (Section 03).

03What Can't Be Returned

For the health and hygiene of every pet, the following can't be returned or refunded once used, worn, or opened:

• Items that have been worn or used by a pet — collars, harnesses, leashes, apparel, and footwear.
• Feeding and grooming items once used.
• Anything that has been chewed, licked, or soiled.
• Personalized items — engraved tags, embroidered names, and custom portrait pieces are made individually for your pet and can't be resold.
• Final Sale and clearance items, and gift cards.

This doesn't affect your rights if an item arrives damaged, defective, or isn't what you ordered — see Section 08.

04Return Shipping Costs

• Damaged, defective, or wrong item: we cover return shipping and send you a prepaid label.
• Change of mind, size, or colour: return shipping is paid by you.

The shipping fee you originally paid is non-refundable, except where the item was damaged, defective, or incorrect.

05How to Start a Return

• Email help@pawinjoy.com with your order number, which item you'd like to return, and the reason. If it's a quality issue, please attach photos.
• We'll reply within 24 business hours with return instructions and the return address. Please wait for those instructions before sending anything back.
• Pack the item securely and keep your tracking number until the return is complete.

Returns sent back without contacting us first can't be processed, because we won't know whose parcel it is.

06Refunds

Once we receive your return we'll inspect it, usually within 3–5 business days, then refund to your original payment method.

Your bank or card issuer may take a further 5–10 business days to post the refund to your account — that part is outside our control. We'll email you as soon as the refund is issued on our side.

07Exchanges

The fastest way to get a different size or colour is to return the original item and place a new order — that way your replacement ships straight away instead of waiting for the return to arrive first.

08Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or isn't what you ordered, email help@pawinjoy.com within 48 hours of delivery with your order number and photos of the item and the packaging.

We'll review it and get back to you within 24 business hours to arrange a solution for you, at no cost to you. Please keep the original packaging until your claim is resolved.

09Order Cancellations

Changed your mind? Email us as soon as you can. We can usually cancel and refund in full any time before your order is dispatched.

Personalized items are the exception — once we've started making a piece with your pet's name or portrait on it, we can't cancel it, because it can't be sold to anyone else. We'll always tell you if that's the case.

10Contact Us

Paw in Joy
Operated by Hong Kong Xia Tusheng Trading Co., Limited
Email: help@pawinjoy.com

We reply within 24 business hours. This policy should be read together with our Shipping Policy and Terms of Service.