Refund policy

Pawtato Return and Refund Policy

Last updated: October 17, 2026

At Pawtato, we want you and your dog to be happy with your purchase. If something isn't right, please contact us so we can help.

1. Return window

You may request a return within 14 days of receiving your order. To be eligible, you must contact us within this period and receive return instructions before sending an item back.

2. Return eligibility

To qualify for a standard return, items must:

  • Be unused and in their original condition.

  • Be returned with their original packaging, accessories and included components, where reasonably possible.

  • Not be damaged through misuse or normal wear after delivery.

Certain items may not be eligible for change-of-mind returns where permitted by law, including personalised items or products that cannot safely be resold for hygiene reasons.

3. Return fee

A flat US$10 return fee per return applies to eligible change-of-mind returns. This fee helps cover return processing and associated handling costs.

We will explain the return process and any applicable fee before you send your item back. The fee will not apply where prohibited by law or where a return is required because an item is faulty, damaged on arrival, incorrect, or otherwise covered by applicable consumer protection laws.

4. Faulty, damaged or incorrect items

If your order arrives damaged, defective, or different from what you ordered, contact us as soon as possible at [YOUR SUPPORT EMAIL].

Please include your order number, a description of the issue, and photographs where helpful. We will assess the issue and arrange an appropriate remedy in accordance with applicable law. We will not charge the standard change-of-mind return fee where it is prohibited or where we are responsible for the problem.

5. How to request a return

  1. Email [YOUR SUPPORT EMAIL] with your order number and reason for the return.

  2. Wait for our return instructions and confirmation of eligibility.

  3. Package the item securely and follow the instructions provided.

  4. Keep your return tracking information until the return is resolved.

Please do not send items to the address on your shipping label without first receiving return instructions.

6. Return shipping

For change-of-mind returns, customers are responsible for return shipping costs unless otherwise stated or required by law. The US$10 return fee is separate from any return shipping charge, and we will clarify applicable costs before you proceed.

For faulty, damaged, or incorrectly supplied products, we will follow applicable legal requirements regarding return shipping and associated costs.

7. Refunds

Once we receive and inspect an eligible returned item, we will notify you of the outcome. Approved refunds will generally be issued to your original payment method.

Please allow 5–10 business days after refund approval for processing by your payment provider. Your bank or card issuer may require additional time.

Any refund deduction will be explained to you and applied only where permitted by law.

8. Exchanges

Exchanges are subject to product availability. Contact us before returning an item so we can confirm whether an exchange is possible.

9. Consumer rights

This policy does not exclude, restrict, or replace any consumer rights or remedies that cannot legally be excluded under applicable law.