Pawpy Box Return & Refund Policy

At Pawpy Box, we strive to provide high-quality products for pets and their owners. Please read our return and refund policy carefully before making a purchase.

Returns & Refunds

We do not accept returns, exchanges, or refunds for products that have been opened, used, or damaged after delivery.

Non-Returnable & Non-Refundable Situations

Returns and refunds will not be accepted for the following reasons:

• Your pet does not like the toy.

• Your pet is not interested in playing with the toy.

• Your pet destroys or damages the toy during normal or aggressive play.

• Change of mind after the order has been shipped.

• The product differs from personal expectations despite matching the product description and images.

As every pet has unique preferences, play styles, and chewing habits, Pawpy Box cannot guarantee that every toy will be suitable for or enjoyed by every pet.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of receiving your order with:

• Your order number

• Photos of the item received

• A brief description of the issue

Our team will review the case and arrange a replacement or refund where appropriate.

Pre-Order Items

Pre-order items are not eligible for cancellation, return, or refund once the order has been confirmed, unless the item is unavailable or cannot be fulfilled by Pawpy Box.

Contact Us

For any questions regarding your order, please contact our customer support team and we will be happy to assist you.

Email: info@pawpybox.com

We have a 7-days return policy, which means you have 7 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@pawpybox.com. Please note that returns will need to be sent to the following address: [111, Jalan Bukit Bayu 4, Taman Bukit Bayu, 81400, Senai, Johor] 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@pawpybox.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@pawpybox.com.