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FAULTY PRODUCT?
If you are not completely satisfied with your purchase due to it being defective, you may return the item to us in its original condition within 30 days of receipt. Our refund policy is taken on a case-by-case basis.
Only items purchased directly from Pawineer™ online store will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.
Returned items must be in original packaging, including any accessories, manuals, and documentation.
Non-returnable items include items purchased through retailers and damaged products through customer mishandling.
Returns made without a receipt may be refused. Pawineer™ reserves the right to deny any return.
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Please note, we may request for your order to be returned to one of our global warehouses, including, but not limited to, warehouses in Hong Kong and the United States. Returns are shipped at the customer's own expense.
If returning items, your return may only be subject to store credit.
To start the return process, please contact our Customer Support. Please include the following information:
Pawineer™ products are not liable for any injury. Some pets with high anxiety may still reject PupTrimmer or PupTrimmer Pro™ over other clippers. PupTrimmer or PupTrimmer Pro™ is designed to ease the nail clipping experience for majority of dogs. As every dog is different, Pawineer™ does not guarantee that this will work for all.
REFUNDS
Processed refunds are completed within 10 business days. Refunds are taken on a case-by-case basis and will be issued based on store credit or your original form of payment (PayPal, credit card, debit card, etc.)
For returned items, a full refund will be credited for defective products. We do not issue refunds for non-defective items.
Once items are shipped, refunds will be given on a case-by-case basis.
Sale items (if applicable)
The 30 day money back guarantee does not apply for:
Shipping costs are non-refundable. Return shipping costs are not covered by Pawineer.
CANCELLING OR AMENDING ORDERS
In order to maintain a quick turnaround on order processing and shipping, once an order is placed, it cannot be cancelled or amended.
Any unwanted items after your order has been placed must be returned for a refund (please see the “Refunds” section above), or will be kept by the buyer where a store credit will be issued by the seller. This decision is solely made by Pawineer's discretion. Please note that the cost of this return has to be paid by the customer, unless the item is faulty.
We hold the right to charge a 10% restocking fee and do not refund the original shipping fee except in cases where we have made a shipping error. This is decided on a case by case basis and will not occur for every return.
Shipping
To return your product, you should first contact support@pawineer.com, and then mail to the specified location.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
