Refund policy

RETURN & REFUND POLICY

Last updated: May 29, 2026

At PawPeak, your satisfaction is our priority. If something isn't right with your order, we're here to make it right.

1. Return Eligibility
We accept returns within 14 days of the delivery date. To be eligible, your item must:

  • Be unused and in the same condition as received
  • Be in its original packaging
  • Come with proof of purchase (order confirmation email)

The following are not eligible for return:

  • Items that have been used, washed, or altered
  • Items returned after the 14-day window
  • Items purchased on final sale

2. How to Start a Return
Email us at pawpeakbusiness@gmail.com with:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return

We will respond within 1–2 business days with return instructions. Do not send items back without contacting us first — unrequested returns will not be accepted.

3. Return Shipping
Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect. We recommend using a trackable shipping method, as PawPeak is not responsible for returns lost in transit.

4. Refunds
Once we receive and inspect your returned item, we will notify you by email. If approved, a refund will be processed to your original payment method within 5–10 business days. Original shipping fees are non-refundable. If your refund hasn't appeared after 10 business days, check with your bank before contacting us.

5. Damaged, Defective, or Wrong Items
If you received a damaged, defective, or incorrect item, contact us within 7 days of delivery at pawpeakbusiness@gmail.com with your order number and a clear photo of the issue. We will arrange a free replacement or full refund — whichever you prefer. You will not be required to return the item in these cases.

6. Exchanges
We do not offer direct exchanges. If you'd like a different item, size, or colour, return your original item for a refund and place a new order.

7. Carrier & Delivery Issues
PawPeak is not responsible for packages that are lost, stolen, or undelivered once dispatched to a third-party carrier. If tracking shows your package was delivered but you did not receive it, please check with neighbours and your local post office first. PawPeak does not issue refunds for packages confirmed as delivered by the carrier.

8. Contact Us
pawpeakbusiness@gmail.com — we respond within 24 hours on business days.