Refund policy

Return Policy

This Return Policy applies to all purchases made through pawspik.com. By placing an order, you agree to the terms set forth below.This policy applies exclusively to purchases made directly through pawspik.com. If you purchased a PawsPik product from Amazon, Chewy, Petco, PetSmart, Costco, Walmart, or any other third-party retailer or marketplace, their respective return and refund policy applies. PawsPik is unable to process returns or refunds for orders that were not placed through pawspik.com.

1. Return Window

We offer a 30-day return window. Return requests must be submitted within 30 days from the date the item is delivered, as confirmed by carrier tracking.

2. General Eligibility Requirements

To be eligible for a return, all items must:

• Be unused, unworn, unwashed, and unaltered

• Be in the same condition as received

• Be returned in original packaging with all components, accessories, manuals, tags, and inserts

• Include valid proof of purchase (order number or receipt)

We reserve the right, at our sole discretion, to deny any return that does not meet these requirements or that shows signs of use, damage, contamination (including pet hair or odors), modification, or missing components.

3. Return Authorization

All returns require prior authorization. To request a return, customers must contact support@pawspik.com and provide their order number and reason for return.

Items returned without prior authorization will not be accepted and will not be refunded.

Once a return is authorized, customers must ship the item within 14 calendar days of receiving authorization. Returns shipped after this deadline may be refused. If additional time is needed, customers must contact support@pawspik.com before the deadline expires to request an extension

4. Return Shipping Responsibility

Customer-Initiated Returns

For returns initiated by the customer (including personal preference, size, fit, or any reason not attributable to a PawsPik error), the customer is solely responsible for all return shipping costs. We do not reimburse return shipping for customer-initiated returns.

Returns Due to Defective Products, Wrong Items, or PawsPik Errors

For returns of confirmed defective products, items damaged in transit due to packaging failure, or incorrect items shipped due to a PawsPik fulfillment error, PawsPik may provide a prepaid return shipping label at our discretion. Supporting evidence (photos or video) is required to confirm eligibility before a prepaid label is issued.

Regardless of return reason, customers assume all risk of loss or damage during return transit. We strongly recommend using a trackable shipping service. We are not responsible for lost, delayed, or damaged return shipments.

5. Refund Amounts and Shipping Deductions

Refunds are issued according to the original shipping method selected at checkout.

If shipping was paid by the customer at the time of purchase, only the product price will be refunded. Original shipping charges are non-refundable.

If the order included free shipping, the refund will be reduced by the original outbound shipping cost incurred by us, plus a $5 handling and restocking fee. This deduction applies regardless of how shipping was displayed at checkout.

6. Restocking and Condition Deductions

A $5 handling and restocking fee applies to all eligible returns from orders that included free shipping. If a returned product is missing any included components, the refund amount will be reduced to reflect the replacement cost of the missing items. Included components vary by product but may include:

• Food bowls, water reservoirs, or feeding trays

• Adapters, power cables, or charging accessories

• RFID tags or microchip scanning components

• Filter cartridges or replacement filters

• Mounting hardware, brackets, or installation accessories

• Remote controls or app-pairing devices

• Original packaging, inner foam, protective inserts, or instruction manuals
  

Additional deductions may also apply if returned items show signs of damage, improper packaging, or are otherwise not in resellable condition.

7. Product-Specific Return Exclusions

PawsPik® Automatic Microchip RFID Pet Feeder

Due to the technical nature of RFID and microchip-based products, returns for the PawsPik® Automatic Microchip RFID Pet Feeder are subject to the following additional terms:

Our return policy does not cover returns related to microchip incompatibility.

Microchip detection and performance depend on factors entirely outside of our control, including but not limited to:

• Microchip brand, model, or manufacturing standard

• Age or degradation of the microchip

• Signal strength or transmission capability

• Implant location within the pet’s body

• Orientation, movement, posture, or size of the pet

• Fur density or physical obstruction

• Defective, outdated, or non-standard microchips

We do not guarantee compatibility with all implanted microchips.

If the feeder fails to detect a pet’s implanted microchip for any of the above reasons, such circumstances do not constitute a product defect and do not qualify for return or refund.

If testing confirms that the feeder successfully detects the included RFID tag at the designed sensing distance, this constitutes verification that the feeder and its RFID system are functioning properly. In such cases, returns will be denied, as the issue is unrelated to the feeder’s performance.

It is the customer’s responsibility to verify microchip compatibility prior to purchase and to use the included RFID tag if their pet’s implanted microchip is incompatible.

Returns will only be considered for this product if the unit is confirmed to be physically defective or non-functional, such as failure to power on or inability to detect the included RFID tag under normal operating conditions. Supporting evidence (photos or video) may be required.

7A. What Does Not Constitute a Product Defect

Pet Acceptance and Behavior

A pet's refusal to use, eat from, drink from, approach, or otherwise adapt to a PawsPik product does not, by itself, constitute a product defect. Products are designed and tested to function as specified. Individual pet behavior, temperament, preferences, and adaptation timelines vary and are outside of PawsPik's control.

If a product is functioning as designed and as described in the product listing, a return request based solely on a pet's reluctance or refusal to use the product will be treated as a standard customer-initiated return and is not eligible for a defect-based remedy.

Size, Fit, Capacity, and Personal Preference

If the product received matches the dimensions, specifications, and description clearly stated on the product listing at the time of purchase, returns due to size, fit, capacity, color preference, or other personal preference are treated as standard customer-initiated returns. Such returns are not considered product defects and are subject to standard return eligibility requirements, including the condition, packaging, and shipping cost terms set forth in this policy.

Compatibility with Customer Environment

Product performance that depends on the customer's home environment, device setup, or usage conditions is not automatically covered under our defect policy when the product meets its published specifications. This includes but is not limited to:

• Wi-Fi network compatibility (frequency band, router settings, or signal strength)

• Mobile device or operating system compatibility

• Food size, shape, or brand compatibility with feeders or dispensers

• Microchip frequency or implant compatibility (see Section 7 for RFID Feeder specifics)

• Litter type or texture compatibility with automated litter products

It is the customer's responsibility to verify environmental and device compatibility with published product specifications prior to purchase.

8. Damaged, Defective, or Incorrect Items

Customers must inspect orders immediately upon delivery. Claims for defective, damaged, or incorrect items must be submitted within 48 hours of delivery and must include clear photographic or video evidence.

Verified claims will be resolved at our sole discretion through replacement, refund, or alternative remedy.

9. Non-Returnable Items

The following items are final sale and not eligible for return:

• Gift cards

• Custom or personalized products

• Perishable goods

• Personal care items

• Hazardous materials, flammable liquids, or gases

• Items marked “Final Sale” on the product page

• Filters, filter cartridges, or consumable replacement parts that have been opened or used

• Food bowls, water dispensers, or feeding accessories that have come into contact with food, water, or pets after opening

• Litter boxes, litter mats, or waste management accessories that have been used or come into contact with pet waste

• Any product whose hygienic seal has been broken or that has been used in a manner that prevents safe resale

10. Exchanges

We do not offer direct exchanges. Customers must complete an eligible return and place a new order separately.

11. Refused, Undeliverable, or Returned-to-Sender Orders

Orders refused, returned to sender, or undeliverable due to incorrect addresses or failed delivery attempts will be treated as returns and are subject to applicable shipping deductions and handling fees.

11A. Product Retention Requirement

Customers are required to retain the product in its current condition until Customer Support has completed its review and has either authorized disposal, approved a return, or issued a final determination on the claim.

Disposing of, discarding, or otherwise destroying a product before Customer Support completes the review process may result in denial of the refund, replacement, or warranty claim, as the product cannot be inspected or returned to the manufacturer.

12. Refund Processing

Once an authorized return is received and inspected, customers will be notified of approval or denial. Approved refunds are issued to the original payment method within 10 business days. Processing times may vary by financial institution.

If more than 15 business days have passed since refund approval, customers may contact support@pawspik.com.

13. European Union 14-Day Cooling-Off Period

For orders shipped to the European Union, customers may cancel or return their order within 14 days of delivery in accordance with applicable law. Items must be unused, in original packaging, and returned with proof of purchase. Return shipping remains the customer’s responsibility, and refunds are subject to permissible shipping deductions under EU regulations.