Refund policy

REFUND POLICY
Last updated: November 12, 2026

Thank you for shopping with PawWings. Please read this policy carefully before placing your order. By completing a purchase, you agree to the terms below.

1. ALL SALES ARE FINAL
For hygiene reasons, PawWings products are worn directly by pets and cannot be resold once they have been opened, handled or used. For this reason, we do not accept returns, exchanges or offer refunds for:
- Change of mind
- Ordering the wrong design or quantity
- Your pet not liking or not wearing the product
- Preference in color, brightness or appearance
- Items that have been opened, worn or used and are working as intended

2. FAULTY OR DAMAGED ITEMS
We stand behind every PawWings product. If your order arrives faulty, damaged or not working, we will make it right with a free replacement or a full refund, at our discretion.

An item is considered faulty or damaged if:
- It arrives physically broken or damaged in transit
- The light does not turn on or does not charge when used as directed
- The projection does not work when used as directed
- A part is missing from the package

3. HOW TO SUBMIT A CLAIM
To be eligible, you must contact us within 14 days of the delivery date shown on your tracking.
Email us at haajarshab@gmail.com with:
- Your order number
- A clear description of the issue
- A photo or short video showing the problem
- A photo of the outer shipping package if the item arrived damaged

Claims submitted after 14 days from delivery, or without supporting photos or video, may not be eligible.

4. REVIEW AND RESOLUTION
We reply to all claims within 24–48 hours (business days). Once your claim is reviewed and approved:
- Replacements are shipped free of charge and follow our standard shipping times.
- Refunds are issued to your original payment method. Depending on your bank or card provider, it may take 5–10 business days for the refund to appear on your statement.
In most cases, you will not need to send the faulty item back. If a return is required, we will tell you and provide instructions.

5. WHAT IS NOT COVERED
Refunds and replacements do not apply to damage or issues caused by:
- Chewing, biting, scratching or rough play by pets
- Misuse, accidents, drops or improper handling after delivery
- Normal wear and tear from regular use
- Charging with incompatible or damaged cables or power adapters
- Modifications, repairs or disassembly attempted by the customer
- Use in conditions beyond the product's intended use
- The projection being less visible in daylight or bright environments (the wings are designed for low-light and nighttime use, as stated on our product page)

6. WRONG ITEM RECEIVED
If you receive the wrong item or design, contact us within 14 days of delivery with your order number and a photo of the item received. We will send the correct item free of charge.

7. LOST OR UNDELIVERED ORDERS
If your order has not arrived within 30 business days of shipping, please contact us. Once we confirm with the carrier, we will reship your order or issue a refund.
If tracking shows your order as delivered but you have not received it, please check with neighbours, your building's mailroom and your local post office first, then contact us within 7 days of the delivery date so we can open an investigation with the carrier.

8. ORDER CANCELLATIONS
You may cancel your order for a full refund within 12 hours of placing it, as long as it has not yet been processed or shipped. Once an order has been processed or shipped, it can no longer be cancelled and falls under this refund policy.

9. INCORRECT ADDRESS
Please double-check your shipping address at checkout. We are not responsible for orders that are lost, delayed or returned due to an incorrect or incomplete address entered by the customer. If an order is returned to us for this reason, we can reship it once the shipping cost is covered.

10. CONTACT US BEFORE YOUR BANK
If anything is wrong with your order, please email us first at haajarshab@gmail.com. We resolve the vast majority of issues within 48 hours, which is much faster than a bank dispute. Opening a payment dispute before contacting us may delay the resolution of your issue.

11. YOUR LEGAL RIGHTS
Nothing in this policy limits or excludes any rights you may have under the consumer protection laws of your country or region. Where local law provides you with additional rights, those rights apply.

12. CHANGES TO THIS POLICY
We may update this policy from time to time. The version in effect at the time of your purchase applies to your order.

CONTACT
Email: haajarshab@gmail.com
We aim to reply within 24–48 hours, Monday to Friday.