Refund policy
Returns
We want every PawPlayLab order to arrive as expected. You may request a return within 30 days after delivery.
To be eligible, the item must be unused, in the condition received, and in its original packaging. Please keep your order confirmation and do not send an item back before the return is approved.
How to request a return
- Use our Get in touch form and include your order number and reason for the return.
- We will confirm eligibility and provide the correct return instructions and return address. Returns sent without approval may not be accepted.
- Unless the item is damaged, defective, or incorrect, return shipping costs are the customer's responsibility.
Damaged, defective, or incorrect items
Contact us as soon as possible after delivery and include your order number plus clear photos or video. If the issue is confirmed, we will arrange an appropriate replacement or refund and cover any required return shipping.
Cancellations
You may request cancellation until the order has been fulfilled. We cannot guarantee cancellation after fulfillment has started. If the order has shipped, the return process above applies.
Refunds
We will notify you after the return is received and inspected. Approved refunds are issued to the original payment method. PawPlayLab normally processes an approved refund within 3–5 business days; your bank or card provider may need additional time.
Non-returnable items
Used items, items damaged after delivery, and items missing original packaging are not eligible unless they arrived damaged or defective. Statutory consumer rights remain unaffected.
Questions
Use our Get in touch page for help with a return or refund.