Return & Refund Policy

Thank you for shopping with BetterPaw.

We want you to feel confident when shopping with us. This Return & Refund Policy explains the conditions and procedures applicable to returns, refunds, exchanges, cancellations, damaged items, inventory issues, and order errors.

Please review this policy carefully before making a purchase.

1. Return Eligibility

Unless otherwise stated on the applicable product page, customers may request a return within 30 days of delivery.

To qualify for a return, the product must generally:

  • Be unused, unworn, and in substantially the same condition as received
  • Include the original packaging, accessories, manuals, tags, and included components, where applicable
  • Include proof of purchase, such as the order number or order confirmation email
  • Be returned in accordance with the return instructions provided by BetterPaw

After a return request is approved, the product should be shipped within 7 days of receiving the return authorization or return instructions, unless we provide a different deadline.

Products that have been used, altered, damaged after delivery, or returned with missing parts may not qualify for a full refund, except where applicable law requires otherwise.

2. Non-Returnable Items

Certain products may not be eligible for return for hygiene, safety, customization, or other reasons.

These may include:

  • Gift cards
  • Final-sale or clearance products specifically identified as non-returnable
  • Customized or personalized products
  • Products that have been used, damaged, altered, or modified after delivery
  • Products missing significant components, accessories, or packaging
  • Products that cannot reasonably be resold for hygiene or safety reasons, where permitted by applicable law

Any product-specific return restrictions will be disclosed on the applicable product page when relevant.

Nothing in this policy limits any mandatory consumer rights that cannot legally be excluded.

3. How to Request a Return

Before sending any product back, please contact BetterPaw customer support.

Email: faserkamon1@gmail.com

Please include:

  • Your order number
  • The email address used to place the order
  • The name of the product
  • The reason for the return
  • Photos or videos, where relevant

If your request is approved, we will provide return instructions and, where applicable, a Return Authorization.

Please do not send products to the business address listed on our website unless our customer support team specifically instructs you to do so.

Depending on the product and fulfillment location, the appropriate return address may differ from our business address.

Returns sent to an unauthorized address may experience delays or may not be accepted.

4. Return Shipping Costs

Unless otherwise required by applicable law:

  • Customers are generally responsible for return shipping costs for returns based on preference, sizing, change of mind, or similar reasons.
  • BetterPaw will generally cover or reimburse reasonable return shipping costs when the return results from our verified error, such as receiving the wrong product or a materially defective product.

We recommend using a trackable shipping method when returning an item.

Please keep your shipping receipt and tracking information until your return has been completed.

BetterPaw is not responsible for return shipments lost in transit before they are received at the designated return location, except where applicable law provides otherwise.

5. Refunds

After your returned item is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will generally be issued to the original payment method used for the purchase.

Refund processing may take approximately 5–10 business days after approval.

Your bank, credit card company, payment processor, or financial institution may require additional time before the refunded amount appears in your account.

Where required by applicable law, refunds will be processed within the legally required timeframe.

6. Original Shipping Charges

Original shipping fees are generally non-refundable when a customer returns a product due to preference or change of mind.

However, original shipping charges may be refunded where appropriate if:

  • We shipped the wrong product
  • The product arrived materially defective
  • The order was cancelled due to an error attributable to BetterPaw
  • Applicable law requires the shipping charge to be refunded

Any expedited or optional shipping upgrades selected by the customer may not be refundable unless required by applicable law.

7. Out-of-Stock Products, Inventory Errors & Pricing Errors

Although we make reasonable efforts to maintain accurate inventory, pricing, availability, and product information, errors may occasionally occur.

An order may be affected by:

  • A product becoming unavailable or out of stock after the order is placed
  • Inventory synchronization errors
  • Supplier or fulfillment availability changes
  • Incorrect product pricing
  • Typographical errors
  • Technical or system errors
  • Incorrect discounts or promotional pricing
  • Incorrect product information
  • Other genuine listing or processing errors

If we discover an error that prevents us from reasonably fulfilling your order, we may contact you to explain the situation.

If the affected product cannot be supplied, or if we cancel the affected order because of an inventory, availability, pricing, or processing error, you will receive a full refund of all amounts paid for the cancelled item or order, including any applicable shipping charges attributable to that cancelled item or order.

You will not be required to accept store credit instead of a refund.

If only part of a multi-item order is affected, we may cancel and fully refund the affected item while continuing to process the remaining items, where appropriate.

A displayed product, price, or checkout confirmation does not require BetterPaw to fulfill an order where there is a genuine and material pricing, inventory, technical, or listing error, to the extent permitted by applicable law.

If payment has already been collected for an order that we cancel for one of these reasons, the applicable amount will be fully refunded to the original payment method.

8. Order Cancellations

Customers may request cancellation as soon as possible after placing an order.

We will make reasonable efforts to accommodate cancellation requests before fulfillment begins.

However, because some orders may enter processing quickly, we cannot guarantee that an order can be cancelled after it has been submitted.

If an order has already been processed or shipped, the customer may need to follow the applicable return procedure after delivery.

If BetterPaw cancels an order before shipment, the customer will receive a full refund for the cancelled order or affected items.

9. Shipping Delays and Unavailable Orders

We make reasonable efforts to process and ship orders within the timeframe stated on our website or applicable product page.

However, delivery and fulfillment times may be affected by:

  • Supplier delays
  • Carrier delays
  • Customs processing
  • Severe weather
  • Holidays
  • Incorrect customer information
  • Inventory changes
  • Events outside our reasonable control

If we determine that we cannot ship an order within an applicable promised timeframe, we may contact the customer regarding the delay and available options.

Where required by applicable law, customers will be offered the opportunity to either:

  • Agree to the revised shipping timeframe, or
  • Cancel the affected order and receive a full refund

If BetterPaw is unable to fulfill an order, we will provide a full refund rather than requiring the customer to accept store credit.

10. Exchanges

We may offer exchanges or replacements for products that are:

  • Defective
  • Damaged during delivery
  • Incorrectly shipped
  • Missing significant components

Whether an exchange is available may depend on product availability.

If an appropriate replacement is unavailable, we may issue a refund in accordance with this policy.

Please contact:

faserkamon1@gmail.com

Include your order number and clear photos or videos of the issue when applicable.

11. Damaged, Defective, Incorrect or Incomplete Products

If your order arrives:

  • Damaged
  • Defective
  • Incorrect
  • Missing parts
  • Significantly different from what was ordered

please contact us as soon as reasonably possible.

For faster assistance, we recommend contacting us within 7 days of delivery.

Please provide:

  • Your order number
  • Clear photographs or videos
  • A description of the issue
  • Photos of the shipping packaging where relevant

Please retain the original packaging until the issue has been resolved.

After reviewing the information, we may provide an appropriate remedy such as:

  • Replacement
  • Replacement components
  • Partial refund
  • Full refund
  • Other appropriate resolution

The appropriate remedy will depend on the circumstances and applicable consumer law.

12. Incorrect Shipping Addresses

Customers are responsible for providing accurate and complete delivery information when placing an order.

If a package cannot be delivered because the customer provided:

  • An incorrect address
  • An incomplete address
  • Incorrect contact information

additional shipping charges may apply if reshipment is requested.

If a package is returned to the sender, any eligible refund may be reduced by non-refundable shipping or carrier charges, to the extent permitted by applicable law.

Please contact us immediately if you notice an address error.

We cannot guarantee that an address can be changed after fulfillment has started.

13. Refused or Unclaimed Deliveries

If a shipment is returned because:

  • Delivery was refused
  • The package was not collected
  • The carrier could not complete delivery because of customer-related circumstances

we may offer:

  • Reshipment, with additional shipping charges where applicable, or
  • An eligible refund after deducting non-refundable shipping or carrier costs, where permitted by applicable law

14. Packages Marked as Delivered

If tracking information shows that a package was delivered but you cannot locate it, please:

  1. Check around the delivery location.
  2. Ask household members, neighbors, reception desks, or building management where appropriate.
  3. Contact the shipping carrier.
  4. Contact BetterPaw if the package still cannot be located.

We will make reasonable efforts to assist with the carrier investigation.

The available resolution may depend on the carrier's findings, tracking information, delivery confirmation, and applicable law.

15. International Orders and Returns

For international orders, customers may be responsible for:

  • Customs duties
  • Import taxes
  • Brokerage fees
  • Other government or carrier charges

Unless required by applicable law or unless the issue resulted from our error, these charges may be non-refundable.

International return shipping costs are generally the customer's responsibility unless the return results from a verified BetterPaw error or applicable law requires otherwise.

Customers should contact us before making an international return so we can provide the appropriate instructions.

16. Product Variations

Certain products may have minor variations in:

  • Color
  • Packaging
  • Dimensions
  • Appearance
  • Product labeling

due to manufacturing, display settings, supplier updates, or production batches.

Such minor differences do not necessarily constitute a defect.

However, if a product is materially different from its description, please contact us so we can review the issue.

17. Refunds for Orders We Cannot Fulfill

For clarity, BetterPaw will provide a full refund when we cancel an order because we are unable to fulfill it.

Examples include:

  • The product is actually out of stock
  • Inventory information was incorrect
  • A supplier can no longer provide the product
  • A material pricing error occurred
  • A technical error caused an incorrect price or order
  • The product can no longer legally or practically be shipped to the customer's location
  • Another BetterPaw processing error prevents fulfillment

The refund will be returned to the original payment method.

Customers will not be required to accept replacement products or store credit instead of a refund for an order cancelled by BetterPaw.

18. Chargebacks and Payment Disputes

If you experience an issue with an order, we encourage you to contact us first so that we can attempt to resolve the matter promptly.

Nothing in this policy restricts any lawful rights you may have to dispute a transaction through your payment provider or exercise other consumer rights available under applicable law.

19. Policy Abuse and Fraudulent Claims

BetterPaw reserves the right, to the extent permitted by applicable law, to reject return or refund requests involving reasonable evidence of:

  • Fraud
  • Return abuse
  • Falsified documentation
  • Product substitution
  • Intentional product damage
  • Repeated misuse of this policy

We may request additional information reasonably necessary to verify a claim.

This provision does not limit legitimate consumer rights.

20. Consumer Rights

This policy is intended to supplement, not eliminate, any mandatory consumer protection rights available under applicable law.

If applicable consumer law provides rights that are more favorable than this policy, those mandatory legal rights will apply.

21. Policy Updates

BetterPaw may update this Return & Refund Policy from time to time.

The version applicable to an order will generally be the policy in effect at the time the order was placed, subject to applicable law.

22. Contact Information

If you have questions about a return, refund, exchange, cancellation, or order issue, please contact us:

Store Name: BetterPaw
Website: https://BetterPaw.us
Email: faserkamon1@gmail.com
Phone: +1 (978) 643-4737

Business Address:
Unit 809, 8/F, Brill Plaza
84 To Kwa Wan Road
To Kwa Wan, Hong Kong

Customer Service Hours:
Monday – Friday
10:00 AM – 6:00 PM
Hong Kong Time (HKT / UTC+8)

We aim to respond to most customer inquiries within 1–2 business days, excluding weekends and public holidays.