Refund policy

Pawsa’o Refund and Return Policy

Last Updated: January 27, 2025

At Pawsa’o, we are committed to providing high-quality dehydrated snacks for pets. However, we understand that issues may arise, and we want to ensure our customers have clarity about our refund and return process. Please review our policy for full details.

1. General Return and Exchange Policy

At Pawsa’o, we do not accept returns or exchanges, except in the following cases:

  • Defective Products: If the product you received has manufacturing defects.
  • Missing Items: If your order was incomplete.

We do not accept returns for changes in preference or for products that have been opened or used.

2. Defective Products

If you receive a defective product (excluding physical damage to the package caused by the carrier), please follow these steps:

  1. Document the issue: Take clear photos or videos showing the defect.
  2. Contact us: Send an email to admin@pawsao.com or a direct message on Instagram at @pawsao within 48 hours of receiving your order.
  3. Include the following details in your message:
    • Your full name.
    • Order number.
    • Description of the issue.
    • Photos or videos of the defect.

If you do not receive a response within 4-5 business days, please send us a direct message on Instagram to ensure your request is addressed.

3. Missing Items

If an item is missing from your order:

  1. Check your package: Ensure no items are hidden in the packaging.
  2. Document the contents received: Take a photo of all items received, along with the original packaging.
  3. Contact us: Send an email to admin@pawsao.com or a direct message on Instagram at @pawsao within 48 hours of delivery.

Please include:

  • Your full name.
  • Order number.
  • A photo of the received items and the packaging.

We are committed to resolving your request promptly and efficiently.

4. Refund Process

Refunds are available only for defective products or incomplete orders that meet the above conditions.

Refund Processing Timeline:

  • Once we receive and verify evidence of the defect or error, we will process your refund within 5-7 business days.
  • Refunds will be issued to the original payment method.

Important Notes:

  • Shipping costs are non-refundable unless the issue is due to an error by Pawsa’o (e.g., shipping error or defective product).

5. Refund and Return Exclusions

Refunds or returns will not be accepted in the following cases:

  • Products that have been opened or used.
  • Issues related to physical damage to the package caused by the carrier.
  • Requests made after the 48-hour window following delivery.

6. Shipping Costs for Returns

  • If a defective product is approved for return, Pawsa’o will cover the shipping costs.
  • Customers are not responsible for additional costs if the issue is due to defects or errors on our part.

7. Customer Support Contact

If you need assistance with a defective product or incomplete order, please contact us:

We are committed to addressing all inquiries professionally and efficiently.

8. Recommendations for Customers

  • Inspect your order immediately upon delivery to ensure everything is in perfect condition.
  • Retain the original packaging until you confirm your order is complete and in good condition.

Thank you for trusting Pawsa’o. Our goal is to ensure our customers’ satisfaction and the well-being of their pets. We are here to help!