Refund policy

Last Updated: September 11, 2026

At Paw Poci, we want you to feel confident when shopping with us. If your purchase is not right for you, eligible products may be returned within the period described below.

1. 30-Day Return Window

We accept eligible returns within 30 days from the date your order is delivered.

The return period begins on the delivery date, not the order date.

Returns may be requested for reasons including:

  • You changed your mind
  • The product was not suitable for your needs
  • You ordered the wrong item
  • The product arrived damaged or defective
  • You received a product different from the one you ordered

For a standard return, the product must generally be:

  • Unused
  • Clean
  • In the same condition in which it was received
  • Complete with accessories, components, manuals, or other included items
  • In its original packaging where reasonably possible

Products that have been used excessively, damaged after delivery, altered, or returned incomplete may not qualify for a full refund.

For hygiene-sensitive or consumable products, opened or used items may not be returnable unless the product arrived damaged, defective, or incorrect.

2. Return Authorization Is Required

Return authorization is required before sending any product back to Paw Poci.

You may request a return by:

Email: support@pawpoci.com
Phone / WhatsApp: +1 (929) 376-0140

Please provide:

  • Your order number
  • The item you want to return
  • Your reason for returning it
  • Photos or video when the product is damaged, defective, or incorrect

Once your request is reviewed, we will provide return authorization and return instructions.

Please do not send an unauthorized return, as this may delay or prevent processing of your refund.

3. Return Address

Unless different written return instructions are provided with your return authorization, our default return address is:

Paw Poci
5510 Broadway
Bronx, NY 10463
United States

Returns should be sent using a trackable shipping method.

4. Who Pays for Return Shipping?

For standard returns, including change-of-mind or buyer's-remorse returns:

The customer is responsible for return shipping costs.

Return shipping charges are not refundable.

There is no restocking fee for an approved eligible return.

If Paw Poci sent:

  • The wrong product
  • A damaged product
  • A defective product

we will be responsible for the reasonable return shipping cost or provide appropriate return instructions at no additional return-shipping cost to you.

5. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or different from what you ordered, contact us as soon as possible.

Please provide your order number and clear photographs or video showing the problem.

After reviewing the claim, Paw Poci may provide an appropriate remedy, including a full or partial refund or, where appropriate and agreed with you, sending the correct product.

6. Order Never Arrived

If your order has not arrived by the end of the estimated delivery period, please contact us.

We will review the tracking information and, where necessary, open an investigation with the shipping carrier or fulfillment provider.

If the shipment is confirmed as lost in transit or confirmed as not delivered to you, Paw Poci will provide an appropriate resolution, which may include:

  • A full refund to your original payment method, or
  • A replacement shipment at no additional charge, if you prefer and the product is available

Please contact us promptly when an order appears to be lost so that we can investigate with the carrier.

If tracking shows the parcel as delivered but you cannot locate it, contact us so that we can assist with the investigation.

7. Refund Processing

Once your return is received, we will inspect it and notify you whether the refund has been approved.

Approved refunds are issued to the original payment method.

We aim to process approved refunds within 10 business days after the return has been inspected.

Your bank, card issuer, or payment provider may require additional time before the refund appears in your account.

8. Order Cancellation

Orders may be cancelled within 24 hours of placing the order.

To request cancellation, contact us through:

Email: support@pawpoci.com
Phone / WhatsApp: +1 (929) 376-0140

Cancellation requests submitted after the 24-hour cancellation period cannot be guaranteed. If the order has already progressed to fulfillment or shipping, the normal return procedure may apply after delivery.

Approved cancellations are refunded to the original payment method.

9. Exchanges

Paw Poci does not offer exchanges.

If you would like a different product, version, size, or variation, you may return an eligible product under this policy and place a new order separately.

10. Contact Us

Questions about returns or refunds?

Paw Poci
Email: support@pawpoci.com
Phone / WhatsApp: +1 (929) 376-0140
Address: 5510 Broadway, Bronx, NY 10463, United States

WhatsApp and website live-chat support are available 24/7.