We want you and your pet to love every order. If you are not fully satisfied, you may return most items within 30 days of delivery under the conditions below.
1. Order cancellation
You may cancel your order free of charge within 24 hours of placing it, as long as it has not been dispatched. Email contact@thepawsholdingsbrand.com with your order number and subject "Order Cancellation". We will confirm and refund you in full within 5–10 business days.
EU & UK consumers — 14\u2011day right of withdrawal: If you are based in the European Union or United Kingdom, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason (EU Consumer Rights Directive 2011/83/EU; UK Consumer Contracts Regulations 2013). To exercise this right, notify us by email before the 14\u2011day period expires. You must return the item within 14 days of your notification. Return shipping costs are at your expense unless the item is faulty or misdescribed.
2. Return window (US & international)
Returns must be initiated within 30 days of the delivery date indicated by the carrier.
3. Eligibility
- Items must be unused, unwashed and in their original condition.
- Items must be returned in their original packaging with tags, seals and accessories included.
- Food, treats and consumables must be unopened and in their original sealed packaging for hygiene and safety.
- Final‑sale and personalized items are not eligible, unless they arrive damaged or defective.
4. How to request a return
- Email contact@thepawsholdingsbrand.com with your order number and the items you wish to return.
- We will reply within 2 business days with a Return Authorization (RA) number and the return shipping address.
- Pack the items securely and include the RA number with the package.
- Ship the package using a tracked service. We recommend insurance for high‑value items.
5. Return shipping costs
Return shipping costs are the responsibility of the customer, except when the return is due to our error (wrong, damaged or defective item), in which case we cover the return shipping.
6. Refund processing
Once the returned items are received and inspected, we process refunds within 5–10 business days to the original payment method. Your bank may require additional time to post the credit. Original shipping charges are non‑refundable unless the return is due to our error.
7. Exchanges
We do not process direct exchanges. Please request a return and place a new order for the replacement item.
8. Damaged or defective items
If your order arrives damaged or defective, email us within 7 days with photos of the item and packaging. We will promptly send a replacement or issue a refund at no additional cost to you.
9. Contact
contact@thepawsholdingsbrand.com · +1 (816) 597-2910
Rio Digital Holdings LLC · 1309 Coffeen Avenue, Suite 1200, Sheridan, Wyoming 82801, United States