Refund & Returns Policy

Last Updated: February 2026

At The Comfort Paws, we want you and your pet to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a clear and fair refund and return policy, designed to protect both you and our business.

1. Return & Refund Window

You may request a return, replacement, or refund within 30 days of the order delivery date.

• If the product arrives damaged, incorrect, or defective, please submit your request within 30 days of delivery with photo/video evidence for approval.

• Orders older than 30 days from delivery are generally not eligible for refunds, unless otherwise stated below.

2. When Refunds Are Available

Refunds or replacements are issued only when:

a. Damage or Defects

• The product arrives broken, malfunctioning, or significantly different than described.

• You must provide clear photo or video evidence of the defect within 30 days of delivery.

• After verification, we will issue either a full refund or a replacement at no additional cost.

Example Evidence: Photo of the product defect and the packaging label.

b. Missing or Incorrect Items

• If your order arrives missing items or with the wrong product, we will issue a full refund or replacement after we receive verification.

c. Lost or Untracked Deliveries

• If tracking shows an order is lost, never scanned, or stuck for an extended period, we can issue a replacement or refund depending on the tracking carrier timeline.

• For U.S. orders, items not delivered within 45 days from shipping date will be evaluated for refund or reshipment.

3. Refund Process & Timing

• Once a refund is approved, it will be issued back to your original payment method.

• Refunds typically take 5–10 business days to appear in your account once processed.

We will email you when your refund has been completed.

4. How to Request a Refund

To begin a return or refund:

1. Contact our customer support at support@thecomfortpaws.shop with:

   • Your order number

   • Reason for request

   • Photo/video of issue (if applicable)

2. Our team will review and respond within 1–3 business days.

IMPORTANT: Do not return products to suppliers directly unless instructed. We’ll provide return instructions if required.

5. When Refunds Are Not Available

Refunds will NOT be issued in the following cases:

• Change of mind after delivery

• Items delivered as described but unwanted

• Products older than 30 days from delivery

• Damage to the product caused by misuse, neglect, or normal wear

• Items that differ only in minor ways or natural variations

6. Return Shipping Responsibility

• If the refund is due to damage, defect, incorrect, or missing items, we will cover the return shipping cost.

• If you are returning a product for other reasons (such as change of mind), you may be responsible for return shipping fees. 7. Exchanges & Replacements

If an exchange or replacement is requested and available:

• We will ship the new item at no additional cost once your original item is verified as defective or incorrect.

• If you prefer a refund instead of an exchange, let us know.

8. Partial Refunds or Store Credit

In some cases, we may offer:

• A partial refund (e.g., if the product shows minor imperfections but is usable)

• Store credit for future purchases instead of a cash refund

This will always be clearly explained in our response.

9. Special Cases

• If a package shows as delivered but the customer did not receive it, a non-delivery report from the carrier may be required.

• If return shipments are lost in transit, additional proof may be requested before a refund is processed.

10. Contact Us

If you have any questions about our policy or need help with a return:

Email: support@thecomfortpaws.shop

We’re here to help make this as easy as possible for you.