Refund policy

Refund and Return Policy

At PawHug, we want you and your furry friends to be completely happy with every purchase. If something isn't right, we're here to help.

1. Return Window

You may return most items within 30 days of delivery. Under Taiwan's Consumer Protection Act (Article 19), you have an unconditional 7-day right to return any item purchased online, no reason required. Our 30-day policy extends beyond the legal minimum because we stand behind our products.

2. Condition Requirements

Returned items must be:

  • In original packaging with all tags attached
  • Free of pet hair, odors, stains, or signs of wear
  • Unused and unwashed (for beds, blankets, carriers, and apparel)

3. Category-Specific Guidelines

Pet Food & Treats: For safety reasons, we cannot accept returns of opened food. However, if your pet doesn't enjoy their new food, contact us — we may offer a one-time store credit or refund if you donate the remaining food to a local animal shelter and share proof of donation. Unopened food in sealed packaging may be returned within 30 days.

Toys: We do not offer refunds for toys destroyed by normal play or chewing. If a toy arrives defective or breaks due to a manufacturing flaw within 14 days, we will replace it at no cost.

Beds, Blankets & Carriers: Must be returned clean, free of pet hair and odors, with all original packaging. Items showing signs of use will not be accepted.

Supplements, Grooming Products & Hygiene Items: Opened supplements, vitamins, shampoos, ear cleaners, toothbrushes, and similar personal care items are Final Sale and cannot be returned due to health and safety regulations (Taiwan CPA statutory exception for opened personal hygiene products).

Personalized & Custom Items: Custom-engraved tags, personalized gear, and made-to-order items cannot be returned or exchanged (Taiwan CPA statutory exception for customized goods).

4. Return Shipping

Return shipping is free for all eligible returns. We will provide a pre-paid return label. This complies with Taiwan's Consumer Protection Act, which requires the seller to bear return shipping costs for distance sales.

5. How to Start a Return

  1. Email us at [your-support-email] with your order number and a photo of the item
  2. If approved, we will send you a pre-paid return shipping label
  3. Pack the item securely in its original packaging and drop it off at the designated carrier location

6. Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds are processed back to your original payment method within 5–10 business days. Under Taiwan CPA, refunds must be issued within 15 days of receiving returned goods.

7. Damaged or Incorrect Items

If your order arrives damaged or you received the wrong item, please contact us within 48 hours of delivery. We will arrange a replacement or full refund immediately at no cost to you.

8. Exchanges

Need a different size or color? We offer free exchanges within 30 days for eligible items. Follow the return process above and note you'd prefer an exchange — we'll ship the replacement once we receive your return.

9. Contact

For any questions about returns or refunds, email us at [your-support-email]. We aim to respond within 24 hours.