Refund policy

At GentlePaws, your satisfaction and your pet’s comfort are important to us. Due to the nature of our products and hygiene considerations, we only accept returns under the following condition:

✅ Damaged Goods Only

We accept returns only if the item arrives damaged.

To be eligible for a return:

• The damage must be reported within 48 hours of delivery
• Clear photo or video proof of the damaged product and packaging must be provided
• The item must be unused

❌ Non-Returnable Situations

We do not accept returns or exchanges for:

• Change of mind
• Incorrect size or product selection
• Normal wear and tear
• Improper use or care
• Damage caused after delivery
• Items not purchased directly from GentlePaws

🔄 Replacement or Refund Process

Once your claim is reviewed and approved:

• We will offer either a replacement or a refund (at our discretion)
• Approved refunds will be processed back to the original payment method

📩 How to Submit a Damaged Item Claim

Please email us at:

support@gentlepaws.com (replace with your real support email)

Include:

• Order number
• Photos/videos of the damaged item
• Description of the issue

📦 Return Shipping

If approved, return instructions will be provided. Do not send items back without authorization.