Refund policy

Thank you for shopping with Charpaw! We want you and your pet to love every purchase. Please read this policy below.

1. Returns & Exchanges

• Returns or exchanges must be requested within 14 days of delivery.
• Items must be unused, unwashed, free of pet hair or odor, and in original packaging to qualify.
• Final sale items and gift cards are not eligible for return.

2. Damaged, Defective, or Incorrect Items (Our Error)

If your order arrives damaged, defective, or incorrect due to our error, email hello@charpaw.com within 14 days of delivery with your Order ID and clear photo/video evidence. No return is required — once verified, we'll issue a full refund or free replacement right away.

3. Change of Mind / Wrong Size (Buyer's Responsibility)

For returns not caused by our error, please contact hello@charpaw.com first to receive Return Authorization before sending anything back. Returned items must show no signs of use, pet hair, or odor. Return shipping is the customer's responsibility, and items sent without prior approval will not be accepted or refunded.

4. How to Start a Return & Refund Timeline

Email hello@charpaw.com with your Order ID, reason, and photos if applicable — we'll reply within 1-2 business days. Approved refunds are issued to your original payment method within 5-10 business days after we receive and inspect the return. Original shipping fees are non-refundable except in cases of our error.

5. Shipping & Order Changes

• We currently ship within the United States. Delivery times vary depending on your location and will be provided at checkout or in your shipping confirmation email. If you haven't received your order within a reasonable timeframe, please contact us and we'll investigate.
• Orders may be cancelled free of charge any time before they have shipped. Once your order has been marked as shipped, it can no longer be cancelled.

Questions? Contact us anytime at hello@charpaw.com.