Return & Refund Policy

Last Updated: September 22, 2026

At Pawlivopets™, your satisfaction and your pet’s happiness are important to us. This Return & Refund Policy explains how Hangzhou Keke Technology Co., Ltd., doing business as Pawlivopets™, handles returns, replacements, exchanges, and refunds.

Please read this policy before submitting a return request. Nothing in this policy is intended to limit any mandatory consumer rights available under applicable law.

1. Return Window

Eligible products may be returned within 30 calendar days after delivery.

The return period begins on the date the shipping carrier records the order as delivered. Return requests submitted after the 30-day period may not be accepted unless required by applicable law.

2. Return Eligibility

To qualify for a return, the product must generally meet the following requirements:

• The product must be unused and unwashed
• The product must be in its original condition
• Original labels, accessories, manuals, and components must be included
• Original packaging should be included whenever reasonably possible
• Proof of purchase or valid order information must be provided
• The return request must be submitted within the applicable return window

Products that show signs of use, washing, alteration, accidental damage, misuse, or missing components may not qualify for a return.

3. How to Request a Return

Before returning any product, contact our customer-support team:

Please include the following information:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Clear photos or videos when the item is damaged, defective, incorrect, or materially different from its description

After reviewing your request, we will confirm whether the return is eligible and provide the appropriate return instructions.

4. Return Address

Our business registration address is not automatically the return warehouse address.

Please do not send returns to our business registration address. After your return request has been reviewed and approved, our customer-support team will provide the correct return warehouse address and return instructions based on the product, order destination, and available fulfillment facility.

Products returned to an unauthorized or incorrect address may be delayed, refused, lost, or returned to the sender.

5. Damaged, Defective, Incorrect, or Misdescribed Items

Please inspect your order as soon as possible after delivery.

Contact us promptly if you receive:

• A product damaged during delivery
• A defective product
• An incorrect product
• A product that is materially different from the product description
• An order with missing products or components

Please provide your order number and clear photos or videos showing the issue.

After reviewing the claim, we will provide an appropriate solution, which may include:

• A replacement product
• A refund to the original payment method
• Replacement of a missing component
• Approved return instructions
• Another reasonable solution based on the circumstances

If the product arrives damaged, defective, incorrect, or materially different from its description, Pawlivopets™ will provide the approved replacement, refund, or return solution at no additional cost to the customer.

6. Items That Cannot Be Returned

For health, safety, hygiene, personalization, and product-quality reasons, the following products may not be eligible for return unless they arrive damaged, defective, incorrect, or applicable law requires otherwise:

• Used or washed pet products
• Opened pet food, treats, supplements, or other consumable products
• Products with broken hygiene or safety seals
• Personalized, customized, or made-to-order products
• Products damaged through misuse, improper care, or unauthorized modification
• Clearance or final-sale products clearly identified as non-returnable before purchase
• Gift cards

If you are unsure whether a product is eligible, contact us before returning it.

7. Return Shipping Costs

Preference-Based Returns

For returns caused by a change of mind, ordering the wrong size, selecting the wrong product, or another preference-based reason, the customer is responsible for the return shipping cost.

Original shipping charges are generally non-refundable for preference-based returns unless required by applicable law.

Damaged, Defective, Incorrect, or Misdescribed Products

If an item arrives damaged, defective, incorrect, or materially different from its product description, Pawlivopets™ will provide an approved replacement, refund, or return solution at no additional cost to the customer.

Return Shipping Method

When the customer is responsible for return shipping, we recommend using a trackable shipping service and retaining the shipping receipt until the return is completed.

Return shipping fees paid directly to a shipping carrier are not controlled by Pawlivopets™ and are generally non-refundable.

8. Exchanges

If you need a different product, size, or replacement item, contact our customer-support team before sending anything back.

Depending on the circumstances, we may:

• Approve a direct replacement
• Ask you to return the original product
• Issue an eligible refund after inspection
• Ask you to place a new order for the preferred product

Product availability cannot be guaranteed during an exchange request.

9. Refund Process

After an authorized return arrives at the designated return facility, it will be inspected to confirm that it meets the eligibility requirements.

We will notify you whether the refund has been approved or declined.

If approved:

• The refund will be issued to the original payment method
• Eligible refunds are normally issued within 5–10 business days after the returned product has been received and inspected
• The refund will generally be issued in the same currency used for the original transaction
• Your bank, card issuer, or payment provider may require additional time to post the funds to your account

We cannot issue a refund to a different card, bank account, or payment method unless the original payment provider requires another process.

If more than 10 business days have passed since we confirmed that the refund was issued, contact your bank or payment provider first. You may also contact us at service@pawlivopets.com for assistance.

10. Partial Refunds

Where permitted by applicable law, a partial refund may be considered if:

• The returned product is not in its original condition
• Parts, accessories, labels, or packaging are missing
• The product shows damage not caused by shipping or a manufacturing defect
• The product has been used beyond what is reasonably necessary to inspect it

Any deduction will be based on the actual condition of the returned product and will be explained to the customer.

11. Missing or Delayed Refunds

If you have not received an approved refund:

1. Check the original payment account
2. Contact your bank, card issuer, or payment provider
3. Allow for the provider’s normal posting time
4. Contact Pawlivopets™ if the refund still cannot be located

When contacting us, include your order number and any refund confirmation previously provided.

12. Return Packages Lost in Transit

If you arrange and pay for a preference-based return, retain the return tracking information until the return is completed.

Pawlivopets™ cannot confirm receipt of a return package that has not arrived at the authorized return facility. If tracking shows a delay or loss, contact the shipping carrier and notify our support team so we can review the available information.

13. Policy Abuse and Fraud Prevention

We may decline a return or refund request where there is reasonable evidence of fraud, abuse, product substitution, repeated misuse of the return process, falsified information, or an item being intentionally damaged.

Any decision will be based on the available order, delivery, product, and communication records and will remain subject to applicable consumer-protection laws.

14. Contact Us

If you have questions about a return, replacement, exchange, or refund, contact us before sending any product.

Thank you for choosing Pawlivopets™. We are committed to providing fair, clear, and practical return and refund support.