Returns

Eligible purchases made directly from philopaw.com may be returned within 30 days of delivery.

All returns require authorization before shipping. Email support@philopaw.com with your order number and the reason for the return. Do not ship an item back until our support team provides return instructions; unauthorized returns may be delayed, refused, or ineligible for a refund.

To be eligible for a refund, the return must include the product, all accessories, manuals, and original packaging. The item must be in a condition that allows safe inspection.

For hygiene and safety, the product must be reasonably emptied and cleaned before return. An item received in an excessively dirty or unsanitary condition may incur a cleaning fee of up to $50, deducted from the refund where permitted by law.

Replacement filters, filter packs, and other hygiene-sensitive consumables are not eligible for return or refund after they have been opened, used, or unsealed. To qualify for return, these items must be unused, unopened, and in their original sealed packaging.

For a non-quality-related return, the customer is responsible for return shipping. If we provide a return label, its cost may be deducted from the refund. For a verified product quality issue, PhiloPaw will cover return shipping and provide a prepaid label where applicable.

Original shipping charges are non-refundable unless required by law or the return is due to a verified product quality issue.

If a product appears defective, malfunctions, or arrives damaged, contact support@philopaw.com promptly. We may request photos, video, or other information to verify the issue before providing authorization and instructions.

If you received the wrong item or quantity, contact us and we will make it right. If an order is confirmed lost in transit, a replacement will be issued after validation.

Approved refunds are processed within 7–10 business days after the returned item is received and inspected. Refunds are credited to the original payment method. Your bank or card issuer may need additional time to post the funds.

PhiloPaw may reject a return request involving suspected fraud, abuse of this policy, or intentional damage. We do not accept in-person returns at offices or warehouses. These terms do not limit rights that cannot be excluded under applicable law.