Refund Policy
Refund Policy
We want you and your pet to be happy with your ADALPAWS purchase. If something isn’t right, we’re here to help.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it — unused, unworn, clean, with tags attached, and in its original packaging. You’ll also need your receipt or proof of purchase.
To start a return, please contact us at:
Please include your order number and the reason for your return.
If your return is accepted, we’ll provide you with return instructions, including where to send your package.
Please do not send items back without contacting us first. Items returned without first requesting and receiving return authorization may not be accepted.
You can always contact us with any return questions at adal.group.publish1@gmail.com.
Damages, Defects and Wrong Items
Please inspect your order when it arrives.
If your item is damaged, defective, or you receive the wrong product, size, or colour, please contact us as soon as possible at adal.group.publish1@gmail.com so we can evaluate the issue and make it right.
Please include:
- Your order number
- A brief description of the problem
- Clear photos or video showing the issue, where applicable
If we confirm that the product is defective, damaged on arrival, or incorrect, we will arrange an appropriate solution, which may include a replacement or refund, in accordance with applicable consumer law.
Pet Products and Used Items
For hygiene and safety reasons, pet products that have been used, worn by a pet, washed, heavily soiled, damaged after delivery, or altered generally cannot be returned simply because of a change of mind.
For example, if you are returning an ADALPAWS pet life jacket because you changed your mind or selected the wrong size, it should be returned unused, clean, dry, with its tags attached and in its original condition and packaging.
This does not affect your rights if the product is faulty, defective, incorrectly described, or otherwise covered by applicable consumer-protection laws.
Sizing Issues
We strongly recommend checking the ADALPAWS Size Guide and measuring your pet carefully before placing your order.
If you ordered the wrong size, please contact us at adal.group.publish1@gmail.com.
Where the item remains eligible for return, you may return it in accordance with this policy and place a new order for the correct size.
Unless the product is defective, incorrect, or otherwise covered by applicable consumer law, customers are responsible for return shipping costs associated with ordering the wrong size.
Exceptions / Non-Returnable Items
Certain items may not be eligible for change-of-mind returns, including:
- Items that have been used or worn by a pet
- Items that have been washed
- Items that are dirty, wet, stained, damaged, or contain pet hair after use
- Items missing their original tags or packaging
- Personalized or custom-made products
- Gift cards
- Items specifically marked as Final Sale at the time of purchase
Please contact us if you have questions about whether your specific item is eligible for return.
These exclusions do not limit any rights you may have in relation to faulty or defective products under applicable consumer law.
Exchanges
If you need a different size, colour, or product, please contact us first.
The fastest way to receive a different item is generally to return the original eligible item and, once the return is accepted, place a separate order for the new item.
Please contact adal.group.publish1@gmail.com if you need help choosing the correct size before placing your replacement order.
European Union 14-Day Cooling-Off Period
If merchandise is being shipped into the European Union and applicable law gives you a cooling-off right, you may have the right to cancel or return your order within 14 days without providing a reason.
To qualify for a change-of-mind return, the item must generally be returned in the same condition in which you received it — unused, unworn, with tags attached, and in its original packaging.
You will also need your receipt or proof of purchase.
This section does not limit any additional rights available to you under applicable law.
Refunds
We will notify you once we have received and inspected your return and let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please allow up to 10 business days after approval for the refund to be processed. Your bank, credit card company, or payment provider may require additional time before the refund appears in your account.
If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at:
Return Shipping Costs
Unless your product is defective, damaged on arrival, incorrect, or otherwise covered by applicable consumer law, customers are responsible for return shipping costs.
Original shipping charges are generally non-refundable for change-of-mind returns.
We recommend using a tracked shipping service when returning an item, as we cannot guarantee receipt of returns that are lost in transit.
If we determine that you received a defective, damaged, or incorrect product, we will provide appropriate instructions regarding return shipping.
Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible at adal.group.publish1@gmail.com.
We will do our best to accommodate your request.
However, once an order has entered processing, fulfilment, or has been shipped, we may not be able to cancel or modify it. You may instead need to follow our standard return process after receiving the order.
Contact Us
For returns, refunds, exchanges, damaged products, sizing questions, or other order concerns, please contact:
ADALPAWS
Email: adal.group.publish1@gmail.com
We’ll do our best to help resolve your enquiry as quickly as possible.