Refund and Return Policy
Thank you for shopping with us at Gnaw N Paw. We want you to be completely satisfied with your purchase. Please review our refund and return policy below:
Effective date: 11 Oct 2024
Latest update: 11 Oct 2024
Returns and Cancellations
Eligibility for Returns
We want you to be happy with your purchase! If you need to return an item, please ensure it’s in brand-new condition, unused, and in its original packaging. Returns should be initiated within 5 days of receiving your order.
Return Shipping Costs
Please note that return shipping costs are the responsibility of the customer.
Refund Process
After we receive your returned items, we’ll process your refund via the original payment method within 5 working days.
Restocking Fee
A 15% restocking fee will apply to all returns and cancellations to help us manage our inventory.
Refund Scope
Refunds will only cover the cost of the products, shipping fees are not refundable.
Non-Returnable Items
We’re unable to accept returns or exchanges for the following items:
- Wooden platforms, bridges, and toys
- Items purchased during sales
- Items purchased in bundle set
Explanations for Non-Returnable Items:
- Wooden Platforms, Bridges, and Toys: These items are crafted from natural wood and may have small imperfections, such as knots or grain variations. These characteristics are not considered defects, as they don’t affect the quality or usability of the products.
- Ceramic Hideouts: Our ceramic hideouts are handcrafted, which may lead to slight variations in colour or size compared to the photos. These differences are expected and not valid reasons for a return.
- Sale Items / Bundle Set: Products purchased during sales or in bundle set are final and cannot be refunded or exchanged.
Refunds
Eligibility for Refunds
Refunds are applicable only for products that are faulty or damaged due to our error or during shipment. Please notify us within 5 days of receiving the item.
Refund Processing
Refunds will be issued via the original payment method within 5 working days after we receive the returned items.
Refund Amount
Refunds will cover the cost of the products only, as shipping charges cannot be refunded.
Exchanges
- Defective Item Exchanges: We offer exchanges for defective items received within 5 days of receipt. This excludes wooden platforms, bridges, toys, and items purchased during sales.
Condition of Returned Items
We carefully check all products, including cages and other accessories, to ensure they are in good condition before handing them over to the courier. If you receive a damaged or defective product, please retain all packaging and contact us immediately for assistance.
Defective items returned without their original packaging won’t be eligible for an exchange or refund, as the packaging is needed for our courier partner to process claims.
Self Pick-ups
- After placing your order, you’ll receive a confirmation email with pick-up instructions.
- The earliest pick-up appointment can be scheduled 2 days after payment is confirmed.
- Please collect your items within 7 working days. Orders not picked up within this time will be cancelled and refunded, minus a 15% restocking fee.