Refund Policy

Last Updated: 5/8/2026

At DouxPaws, we want every customer to clearly understand our return and refund process before placing an order. Please read this policy carefully.

1. Return Window

We accept return requests within 30 days of delivery.

To qualify for a return, the item must be:

✓ Unused
✓ Unwashed
✓ In its original condition
✓ In its original packaging, where applicable
✓ Free from pet hair, stains, odors, damage, or signs of use
✓ Returned with all included parts, accessories, manuals, and packaging

Items that do not meet these conditions may be refused or may receive only a partial refund at our discretion.

2. Customer Pays Return Shipping

Customers are responsible for all return shipping costs.

Return shipping fees are non-refundable.

We do not provide prepaid return labels unless the return is due to our verified error, such as sending the wrong item.

We strongly recommend using a trackable shipping service. DouxPaws is not responsible for lost, delayed, or undelivered return packages.

3. Original Shipping Fees Are Non-Refundable

Original shipping fees, delivery fees, priority processing fees, shipping protection, or other checkout-related fees are non-refundable.

If your refund is approved, the refund will apply only to the eligible product cost, excluding non-refundable fees.

4. Items Not Eligible for Return

For hygiene, safety, and product integrity reasons, the following items are not eligible for return:

✓ Used pet beds, blankets, mats, or fabric items
✓ Used grooming tools
✓ Used feeding or drinking products
✓ Used toys or chew products
✓ Items with pet hair, odor, stains, scratches, bite marks, or damage
✓ Final sale items
✓ Clearance items
✓ Gift cards
✓ Personalized or custom items
✓ Items returned without approval
✓ Items returned after the return window

5. How to Request a Return

To request a return, contact us at [Support Email] within 30 days of delivery.

Please include:

✓ Your order number
✓ Your full name
✓ The item you want to return
✓ Reason for return
✓ Clear photos of the item and packaging

Do not send items back without contacting us first.

Returns sent without approval may be refused and may not be refunded.

6. Return Approval

Once we review your request, we will confirm whether your return is approved.

If approved, we will provide return instructions.

Approval of a return request does not guarantee a refund. The returned item must first be received and inspected.

7. Refund Inspection

After we receive your returned item, we will inspect it.

If the item meets our return conditions, we will issue a refund to your original payment method.

If the item is used, damaged, incomplete, dirty, or not in acceptable condition, we may:

✓ Refuse the refund
✓ Issue a partial refund
✓ Deduct handling or restocking costs where allowed
✓ Return the item to you at your expense

8. Refund Processing Time

Approved refunds are usually processed within 7–15 business days after inspection.

Your bank or payment provider may take additional time to post the refund.

9. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, contact us within 7 days of delivery at [Support Email].

Please include:

✓ Order number
✓ Clear photos or videos of the item
✓ Photos of the packaging
✓ A short explanation of the issue

We will review the case and offer a suitable resolution, which may include a replacement, refund, or store credit depending on the issue.

Claims submitted after 7 days may not be eligible for resolution.

10. Order Cancellations

Orders can only be canceled before they are processed or shipped.

Once an order has been processed, fulfilled, or shipped, it cannot be canceled. You may request a return after delivery if the item qualifies under this policy.

11. Refused Deliveries

If a customer refuses delivery or fails to collect a package, any shipping fees, return shipping fees, carrier charges, or handling costs may be deducted from the refund.

12. Lost or Stolen Packages

If tracking shows that the order was delivered, DouxPaws is not responsible for lost or stolen packages.

Customers should contact the carrier directly for delivery disputes.

13. Exchanges

We do not guarantee exchanges.

If you need a different item, size, or color, the fastest option is to place a new order and request a return for the original item if it qualifies under this policy.