Returns & Refunds

What if the item(s) i received are defective/incorrect/damaged?

Please   contact our Customer Service Team by emailing
to start the return/refund process. Please include the following information:

• Order number
• Proof of purchase
• Video or photo of the faulty product (if applicable)
• Email contact
• Complete delivery address

In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

How to i return an item?

If you are not happy with your purchase and wish to return an item, please contact us within 30 days upon receiving your order.

Please provide your order number, as well as the reason for your return. Our customer service team will review your return request and will send further instructions if the return is approved.

Returned items must be in original packaging, including any accessories, manuals & documentation. Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/plastic foiling broken will not be accepted. If the condition of the product shipped back is not in acceptable condition, we reserve the right to not refund/exchange. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items produced through retailers, incorrect products purchased, hygiene sensitive products and damaged products through customer mishandling.

Returns made without receipt may be refused. Pawspurous reserves the right to deny any return.

How will i receive my refund?

All refunds will be credited to your original form of payment. If you paid via credit/debit card, you will be sent to the card-issuing bank within 14 business days of the receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you paid via PayPal, returns will be credited back to your account within 3-5 business days. 

How do i change or cancel my order? 

We process our orders every 24 hours so if you would like to cancel or make amendments to your order, please do so after 24 hours. Please note that orders that have already been packed/shipped cannot be modified or cancelled.