Refund Policies

pawvella.shop is committed to providing excellent customer service and satisfaction. This page outlines our policy regarding refunds, resends, and returns.

✅ What Qualifies for Refund, Resend, or Return

1. Order Delays

• USA: Eligible after 45 days from departure.
• Brazil: Eligible after 110 days due to potential customs delays.
• Other Countries: Eligible after 100 days for certain shipping lines.

Orders may occasionally be delayed due to pickup issues, transportation problems, customs processing, or incorrect addresses. Please check with your local post office before filing a dispute.

2. Orders Not Received

• If tracking shows the order as "delivered", no refund or resend will be provided.
• If an order has not been received, a non-delivery certificate from the local post office may be required.

3. Damaged Products

• Full refund or replacement may be provided for severely damaged products.
• Partial refund may be provided for minor damage, such as small scratches.
• Packaging damage caused by international shipping does not qualify for a refund.
• Claims involving electronics must be submitted within 30 days.

4. Incorrect or Missing Products

• Full refund or replacement may be provided for incorrect items.
• Partial refund or resend may be provided for missing non-critical parts.
• For size-related issues, please include clear photos showing the product and relevant measurements.

5. Order Cancellations

• Full refunds may be available when an order is canceled before processing or shipping.
• Customized or pre-order items cannot be canceled once payment has been completed.

📩 How to Submit a Dispute

To help us review your request as quickly as possible, please provide the following information when submitting a dispute:

• Clear photos or videos of damaged products.
• Screenshots of relevant complaints showing the name, date, and content.
• Any additional order or tracking information requested by our support team.
• The product must be returned if a return is specifically requested.

⚠ Important Notes & Exceptions

1. Dispute Deadlines

Disputes must be filed within 7 days of delivery or the expected delivery date, unless otherwise required by applicable law.

2. Force Majeure

We are not responsible for delays caused by circumstances beyond our reasonable control, including:

• Natural disasters
• Epidemics or public health emergencies
• Customs delays
• War, civil unrest, or other major disruptions

3. Shipping Method Restrictions

Certain non-trackable or limited-tracking shipping methods may not qualify for disputes or delivery claims.

4. Delivery Location Restrictions

Disputes may not be accepted for regions or destinations where carriers have known delivery limitations, restrictions, or elevated delivery risks.

5. Returns

• Returns must be authorized in advance.
• Unauthorized returns will not be processed.
• Approved returns must generally be sent within 30 days of receipt.
• Returns are accepted only at designated return warehouses or locations.

6. Service-Based Products

Service-based products or services, such as packaging or photography services, are non-refundable once the service has been fulfilled.

7. Unacceptable Disputes

The following circumstances generally do not qualify for refunds, resends, or returns:

• Change of mind.
• Product appearance differs from expectations without an actual defect.
• Delays caused by customs or natural events.
• Incorrect item ordered by the customer.
• Incorrect or incomplete shipping address provided by the customer.

📌 Additional Information

Order Status

No disputes will be accepted once an order has been marked as "closed", except where required by applicable law.

Shipping Method Limits

Disputes may not be accepted for orders shipped using certain restricted shipping methods, including:

• PostNL
• Electric PostNL
• CJPacket EUB
• CJPacket Postal Route
• CJPacket Railway Economy

Destination Limits

Disputes may not be accepted for high-risk regions or destinations with known delivery restrictions or limitations.

Returns Reminder

Returns are accepted only at designated warehouses or return locations. Please do not send products to any address without receiving return authorization from our customer service team.

Service Products Disclaimer

Service-based products and services are not refundable for quality concerns unless the service has been reviewed or inspected and determined to have failed to meet the applicable service requirements.

Expanded Unacceptable Disputes

Certain claims may not qualify for a refund, resend, or return, including claims relating solely to odors, deleted or unavailable tracking information, customs issues, or circumstances outside our reasonable control.

💬 Need Help?

If you're unsure whether your order qualifies for a refund, resend, or return, please contact our customer service team. We're here to help make your shopping experience as smooth and worry-free as possible.

Email: support@pawvella.shop