Returns & Refunds | 退貨與退款

Returns & Refunds Policies

At Pawlala, we strive to ensure your satisfaction with every purchase. Please review our returns and refunds policies below for more information.

Eligibility for Returns

Returns are accepted under the following conditions:

The product must be unused, in its original condition, and in its original packaging.
A return request must be submitted within 7 days of receiving the item.
Customized items under the "Pawsonalize" category are non-returnable, unless they are damaged or defective upon arrival.

Return Process

To initiate a return, please follow these steps:

Contact us at hello@pawlala.co with your order number and reason for the return.
We will provide you with the return instructions and shipping address.
Customers are responsible for return shipping costs unless the item is defective or incorrect.

Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved:

The refund will be processed to your original payment method within 7–14 business days.
Shipping fees (if applicable) are non-refundable.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of receiving it. Provide photos of the item and packaging to help us resolve the issue promptly.

Non-Returnable Items

The following items are non-returnable:

Customized products under "Pawsonalize."
Items marked as final sale or clearance.
Used or damaged items not caused by shipping.

If you have any questions regarding our returns and refunds policies, feel free to contact us at hello@pawlala.co.

退貨與退款政策

Pawlala 致力於確保您對每次購物感到滿意。請仔細閱讀以下退貨與退款政策。

退貨條件

符合以下條件可接受退貨：

商品必須未使用，保持原始狀態並放置於原包裝內。
退貨申請需在收到商品後7 天內提交。
"Pawsonalize" 個性化訂製商品不可退貨，除非商品到貨時有損壞或缺陷。

退貨流程

如需退貨，請按照以下步驟操作：

通過電子郵件 hello@pawlala.co 聯繫我們，提供訂單號及退貨原因。
我們將提供退貨指引及退貨地址。
除非商品有缺陷或寄送錯誤，退貨運費由顧客自行承擔。

退款

我們在收到並檢查退回的商品後，將通知您退款申請是否被批准。如批准：

退款將在7–14 個工作日內退回至您的原付款方式。
運費（如適用）將不予退還。

有損壞或缺陷的商品

若收到的商品有損壞或缺陷，請在48 小時內聯繫我們，並提供商品及包裝的照片，我們將迅速協助處理問題。

不可退貨商品

以下商品不可退貨：

"Pawsonalize" 個性化訂製商品。
標示為最終銷售或清倉商品。
使用過或非運輸原因導致損壞的商品。

如對退貨與退款政策有任何疑問，請隨時與我們聯繫：hello@pawlala.co。