Refund policy

Last updated: August 29, 2026

Thank you for shopping with Paws & Oasis. We want you to be happy with what you order. This Refund Policy explains how returns, exchanges and refunds work.

Return Window

You may request a return or exchange within 14 days of the delivery date shown on your order tracking. To be eligible, the item must be unused, in its original condition, and in its original packaging with all tags and accessories included.

How to Start a Return

Contact us through our Contact page with your order number and the reason for the return. We will confirm eligibility and give you instructions before you send anything back. Please do not send items back without contacting us first, as we may not be able to process returns sent without prior confirmation.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, contact us within 7 days of delivery with photos of the item and packaging. We will arrange a replacement or a full refund at no extra cost to you, including any return shipping if applicable.

Change of Mind Returns

If you simply change your mind about an item, you are still welcome to return it within the 14-day window above, but the cost of return shipping is your responsibility unless we agree otherwise.

Extended-Shipping Items

Some products in our catalogue are clearly marked as shipping from an overseas fulfillment partner with a longer delivery estimate (up to several weeks). Please review the estimated delivery window on the product page before purchasing. If an extended-shipping item has not arrived within the maximum estimated window, contact us and we will investigate, offer a replacement, or issue a refund.

Non-Returnable Items

For hygiene reasons, opened grooming tools, worn collars or harnesses, and any item marked "final sale" on its product page cannot be returned unless it arrived damaged or defective.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds are issued to your original payment method within 5-10 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear on your statement.

Order Cancellations

If you need to cancel an order, contact us as soon as possible. We can cancel and fully refund orders that have not yet shipped. Once an order has shipped, it falls under the return process above.