Inspect your order, then tell us what happened.
For a change-of-mind return, contact us within 30 calendar days of delivery. Items need to be unopened, unused, in their original packaging, and in resalable condition. Please keep your order confirmation or receipt.
Write to hello@pawshop.hk with your order number, item, and reason.
We will confirm the return route and any applicable delivery arrangements before you send anything.
Once received and approved, refunds are processed within 5–7 business days to the original payment method.
What can—and cannot—come back.
Usually eligible
- Unopened, unused items in original packaging.
- Items in resalable condition with proof of purchase.
- Products returned within 30 calendar days of delivery.
Not usually eligible
- Opened pet food or treats, for hygiene and safety reasons.
- Used, damaged, personalised, customised, or clearance items.
- Items returned without prior authorisation.
We will help make it right.
If an item arrives damaged, defective, or different from what you ordered, contact us within 48 hours of delivery. Include your order number and clear photos of the item and packaging so we can act quickly. We will confirm the next step, which may be a replacement, collection, or refund.
