Refund policy

Last updated: September 30, 2026

We want you to be happy with your order. This policy explains how returns, refunds and replacements work for customers in the United States, Canada, Australia, the United Kingdom and any other country we ship to. Please read it before you buy, and always email us before sending anything back.

Summary

  • Return window: 30 days from the date your order was delivered.
  • Changed your mind: return the item in resalable condition. Return shipping is paid by you.
  • Damaged, faulty or wrong item: tell us within 30 days of delivery with a photo or video. We'll replace it or refund you, at no cost to you.
  • How to start: email support@pawsfable.com with your order number. Returns sent without approval can't be accepted.
  • Refunds go back to your original payment method within 5 business days of approval.

1. Change-of-mind returns

If you change your mind, you can request a return within 30 days of delivery. To be eligible:

  • The item must be in resalable condition, undamaged, with all parts, accessories and manuals included, and in its original packaging.
  • You must email us first to get return approval and the return address. Please don't send items to our business address.
  • You pay the cost of return shipping. We recommend a tracked service, because we can't issue a refund for a return we don't receive.
  • Once the item arrives and we've checked it, we'll refund the price you paid for it. Original shipping charges (if any) are not refunded, except where the law requires it.

If an item comes back used beyond what is needed to check it, damaged, or with parts missing, we may reduce the refund to reflect the loss in value, where the law allows.

2. Damaged, faulty or wrong items

If your item arrives damaged, doesn't work under normal use, or isn't what you ordered, email us within 30 days of delivery with:

  • your order number;
  • a clear photo or short video showing the problem (for a faulty item, a video of it not working after a full charge, where relevant).

We may suggest a few quick checks first. If the item is confirmed damaged, faulty or incorrect, we'll send a free replacement or give you a full refund. If we ask you to send the item back, we'll cover the return shipping.

Problems caused by misuse, accidents, unauthorized modification, water damage or normal wear and tear are not covered, except where your local consumer law says otherwise.

3. Multi-item bundles and discounts

If you bought a multi-item bundle or a discounted set and return only part of it, we'll refund the amount you paid minus the regular single-item price of the items you keep. This makes sure everyone pays the same fair price for what they keep.

4. What we can't accept

  • Returns requested more than 30 days after delivery (your statutory rights still apply — see section 8).
  • Items returned without our approval, or sent to an address other than the one we provide.
  • Items damaged after delivery through misuse or accident.
  • Free gifts or promotional items, unless they are faulty.

5. How and when you're refunded

  • Approved refunds are issued to your original payment method within 5 business days of approval (for returned items, approval happens after the item arrives and is checked).
  • Your bank or card issuer may take a further 5–10 business days to show the refund.
  • Refunds are made in the currency you paid in. We aren't responsible for exchange-rate differences or fees charged by your bank.

6. Cancelling an order

You can cancel for a full refund within 12 hours of placing your order, as long as it hasn't shipped. Email us with your order number. Once an order has shipped, it can't be cancelled, but you can return it under this policy.

7. Please contact us before disputing a charge

We answer every message within 1 business day and resolve most issues quickly. Opening a payment dispute or chargeback first can delay your refund. We reserve the right to refuse returns or refunds where we reasonably believe this policy is being misused — for example repeated claims, items returned that are not the ones we sent, or claims that can't be supported — as far as the law allows.

8. Your statutory rights

This policy is in addition to your legal rights. Nothing in it removes or limits any right you have under the consumer laws of the country you live in. In particular:

  • United Kingdom: you have the right to cancel most online orders within 14 days of delivery without giving a reason, and your rights under the Consumer Rights Act 2015 for faulty goods. Refunds for cancellations are made within 14 days of us receiving the goods back (or proof you've sent them).
  • Australia: our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.
  • United States and Canada: you keep any rights provided by your state, province or territory.

9. Late or lost orders

If your order hasn't arrived, or is marked as delivered but you haven't received it, please see our Shipping Policy.

Contact

PawsFable is operated by ALL THE BEST INTERNATIONAL LIMITED.
Email: support@pawsfable.com
Registered address: RM A08, 2/F, LEE KA IND BLDG, 8 NG FONG ST, SAN PO KONG, HONG KONG. This is not a returns address — please email us first to start a return.