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Effective Date: 31 August 2026
Welcome to the official refund and returns policy of PAWPY KISSES PET SUPPLIES & SERVICES PTE. LTD., operating our e-commerce platform at www.pawpypet.com. This policy is carefully designed to create a fair, transparent shopping experience for every customer who browses and purchases our curated range of premium pet grooming tools, pet accessories and travel hydration products, while prioritizing the interests of both our dedicated community of pet lovers and our operational integrity. By placing an order on our website, you fully acknowledge and agree to all terms outlined in this policy, which governs all return, replacement and refund related processes for all transactions completed on our platform. Our registered contact information for all policy related inquiries is as follows: company address at 238 Balestier Road, #01-01, Urban Heritage, Singapore 329701, contact number +65 67320448, and official contact email luvren@pawpypet.com.
We explicitly emphasize that no “refund only” requests are permitted under any circumstances for all orders fulfilled by PAWPY PET. We do not process any application that demands full or partial monetary compensation without the customer returning the purchased physical product to our designated warehouse address, or without verified delivery failure scenarios that are fully attributable to our logistics partners. This rule applies to all product categories listed on www.pawpypet.com, including but not limited to our pet grooming brushes, deshedding gloves, dematting tools, pet travel water bottles and other small pet accessories.
We have implemented this policy to ensure operational fairness for every party involved in our service chain. Every product we source, curate and ship has passed our strict pet-tested quality verification process: all our grooming tools are designed by long-time pet lovers, crafted with ergonomic, pet-safe materials that undergo multiple rounds of real-pet testing to confirm they are gentle on all coat types and sensitive pet skin. Issuing no-return “refund only” requests would lead to unnecessary inventory loss, which would indirectly undermine our ability to deliver the affordable, high-quality pet products our over 68,000 happy customers have come to trust. Under no circumstances will we approve any request that asks for monetary compensation while allowing the requester to keep the purchased product, even if the customer claims minor cosmetic defects or subjective dissatisfaction with the product’s appearance, which do not impact the normal functional use of the item.
To submit a valid return application, you must first satisfy all the following eligibility criteria. First, your request must be submitted within 30 calendar days from the date you successfully sign for the delivered package. Any application submitted beyond this 30-day window will not be reviewed or approved, as our pet grooming and hygiene products are designed for regular at-home use with your furry companions, and we cannot verify the usage status of items held by customers for extended periods beyond this timeframe.
Second, the product you intend to return must be in unused, resalable original condition, with all original factory packaging, user manuals, accessory parts and attached tags fully intact. Products that show obvious signs of long-term use, trapped residual pet fur, wash damage, accidental scratches, or disassembly traces caused by the customer will not be eligible for return. For hygiene-sensitive items including but not limited to pet bathing gloves, grooming massage tools and pet travel water bottles, we do not accept returns if the sealed factory packaging is opened for hygiene and safety considerations for all our customers.
Third, you must provide complete, valid supporting documentation when you submit your return request, including the original order number on www.pawpypet.com, clear photos or short videos that can clearly demonstrate the product’s defect, damage, or delivery discrepancy that leads to your return application. All submitted materials must be authentic, and any falsified proof of damage will result in permanent restriction of your account access to all after-sales services on our platform.
We only accept return and subsequent exchange or store credit services for the following objectively verifiable scenarios, none of which support a pure refund without product return.
Once your return application is formally approved by our customer support team, we will send you the detailed authorized return warehouse address via your registered email. You are responsible for safely packaging the returning product to avoid secondary damage during the return transit process, and you will bear the corresponding return shipping cost, unless the return reason falls into the logistics damage or wrong item delivery scenario we specified above, where we will cover all related shipping expenses. We strongly recommend you choose a trackable, insured shipping method for your return shipment, as we will not be responsible for items that are lost or damaged during the return transit process that we do not control. We will complete the verification process of your returned item within 7 working days after we successfully receive it at our warehouse, and then process your replacement shipment or add the corresponding store credit to your account.
We do not accept any return, exchange or store credit application under the following circumstances. Custom engraved or personalized exclusive products that are custom produced according to your specific requirements are not eligible for any after-sales service, as these items are uniquely made for your usage scenario and cannot be resold to other customers. Clearance sale products marked as final sale on the product detail page are not covered by this refund and returns policy, and no after-sales application will be approved for these items. Any return request submitted beyond the 30-day eligibility window, or for products that have been heavily used, washed, modified or damaged by improper human operation after delivery, will not be processed. We also do not accept any return application submitted for purely subjective reasons, including but not limited to you changing your mind after purchase, you finding similar products at lower prices on other platforms, or you purchasing the wrong product model that does not fit the specific size or breed of your pet.
If you have any questions, suggestions or need further clarification regarding this Refund and Returns Policy, you can reach out to our dedicated customer support team via multiple official channels. You can send detailed inquiries to our official contact email at luvren@pawpypet.com, and we will respond to all valid emails within 24 working hours. You can also call our official contact number +65 67320448 during our working hours from 9:00 AM to 6:00 PM Singapore local time on working days, or send a visit request to our registered business address at 238 Balestier Road, #01-01, Urban Heritage, Singapore 329701 for on-site consultation. Our team of pet lovers is always ready to provide you with all necessary support to make your shopping experience on www.pawpypet.com smooth, pleasant and trustworthy.