Refund policy

Refund and Return Policy

Return Window
We accept returns within 30 days of the delivery date. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition you received it.

How to Start a Return
To initiate a return, contact us at support@coolpaws.online with your order number and the reason for the return. We will respond within 24 hours with next steps.

Damaged, Defective, or Wrong Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at support@coolpaws.online. Include your order number and photos of the issue. We will send a replacement or issue a full refund.

Return Shipping
For standard returns (change of mind, wrong size ordered, no longer wanted), customers are responsible for return shipping costs. For damaged, defective, or incorrect items, we cover all return shipping costs and issue a full refund.

Refund Processing
Once we receive and inspect your returned item (or verify the issue for damaged/defective returns), we will notify you of the approval of your refund. Approved refunds are processed within 7 business days and credited to your original payment method. Depending on your bank, additional time may be required for the refund to appear.

Non-Returnable Items
For hygiene reasons, we cannot accept returns on items that have been used or damaged after delivery.

Contact
For any return or refund questions, please contact us at support@coolpaws.online. We respond within 24 hours during business days (Monday–Friday, 9 AM – 5 PM MST).