Refund policy

We want you to love what you ordered from Pawptwin.co. If something isn’t right, we offer returns and exchanges for both defective and non-defective items within the timeframes below.

1) Eligibility

• Country covered: United States
• Product condition: New only
• Return window: 30 days from the delivery date

To be eligible for a return or exchange, the item must be new and returned in its original condition (unused, with all original packaging/accessories included where applicable).

2) Returns

We accept returns for both defective and non-defective products within 30 days of delivery.

3) Exchanges

We accept exchanges within 30 days of delivery, subject to item availability.

4) Return Method

• Return method: By mail

5) Return Shipping & Labels

• Return label: Download and print — Free
• Restocking fee: No cost

Once your return request is approved, we will provide instructions and a free return shipping label (downloadable and printable).

6) Refunds

After we receive and inspect your return, we’ll notify you of the approval status. If approved, your refund will be issued to your original payment method.

• Refund processing time: Up to 10 days after the return is received and inspected

Please note: Banks or card providers may take additional time to post the refund after it is processed.

7) How to Start a Return or Exchange

To request a return or exchange, please contact us via our website support/contact options and include:

• Your order number
• The item(s) you want to return or exchange
• Reason for the request (defective or non-defective)
• Photos (recommended for defective or damaged items)

8) Questions

For more information, please contact our support team through the Contact page on Pawptwin.co.