Refund policy

Return & Refund Policy

Welcome to Pawtilts. We are committed to providing premium pet products and an excellent shopping experience. Please read our Return & Refund Policy carefully before placing an order.

By purchasing from Pawtilts, you agree to the terms outlined below.

All Sales Are Final

Due to the nature of our products and our fulfillment process, all sales are final.

We do not accept returns, exchanges, or refunds for:

Change of mind
Ordering the wrong item
Ordering the wrong color or variant
Accidental purchases
Products no longer wanted
Refused deliveries
Delays caused by shipping carriers
Incorrect shipping information provided by the customer

Please review your order carefully before completing your purchase.

Damaged, Defective, or Incorrect Items

If your order arrives:

Damaged during transit
Defective upon arrival
Missing items
Incorrect items due to our error

please contact our support team within 7 days of the recorded delivery date.

To submit a claim, email us at:

support@pawtilts.com

Please include:

Your order number
A detailed description of the issue
Clear photos of the product
Clear photos of the shipping packaging
Your unboxing video (see below)

Failure to contact us within 7 days of delivery may result in your claim being declined.

Unboxing Video Requirement

To protect both our customers and Pawtilts from fraudulent or unverifiable claims, we require customers to record a continuous, unedited unboxing video when opening every package.

The video must:

Clearly show the package before it is opened, including the shipping label.
Show all sides of the unopened package.
Show the package being opened in one continuous recording without pauses, edits, or cuts.
Clearly display every item received and its condition immediately after opening.

For claims involving:

Damaged products
Broken products
Missing products
Incorrect products
Defective products

an unboxing video is required as part of the verification process.

Without a complete, continuous unboxing video, Pawtilts may be unable to verify that the issue occurred before or during delivery. As a result, we reserve the right to deny replacement, refund, or compensation requests where sufficient evidence cannot be provided.

Providing an unboxing video helps us process legitimate claims quickly and fairly.

Order Cancellations

Orders may only be cancelled before they have entered processing.

Once an order has been processed or shipped, it cannot be cancelled, modified, or refunded.

Shipping Delays

Estimated delivery times are provided for reference only.

Pawtilts is not responsible for shipping delays caused by:

Weather conditions
Customs clearance
Carrier delays
Natural disasters
Holidays
High shipping volumes
Other events beyond our reasonable control

Shipping delays do not qualify for refunds or cancellations.

Incorrect Shipping Address

Customers are responsible for ensuring that their shipping address is accurate before completing their purchase.

Pawtilts is not responsible for orders shipped to an incorrect address provided by the customer.

Orders returned due to an incorrect address may require additional shipping charges before they can be reshipped.

Lost Packages

If your tracking information indicates that your package has been lost in transit, please contact us.

We will work with the shipping carrier to investigate the shipment and determine an appropriate resolution.

Right to Refuse Claims

Pawtilts reserves the right to decline any claim that:

Does not meet the requirements of this policy.
Is submitted after the required timeframe.
Lacks sufficient supporting evidence.
Appears fraudulent or abusive.
Involves misuse, neglect, accidental damage after delivery, or normal wear and tear.

Limitation of Liability

To the fullest extent permitted by applicable law, Pawtilts’ liability for any claim relating to a purchase shall not exceed the amount paid for the affected product.

Pawtilts shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our products or services.

Policy Updates

Pawtilts reserves the right to update or modify this Return & Refund Policy at any time without prior notice. Any changes become effective immediately upon publication on our website.