1. Eligibility
You may request a return or refund within 30 days of delivery if the item is unused, in its original condition, and you contact us with your order number and a clear photo of the item.
2. How to start
- Email support@terapawstudio.com with your order number and a photo.
- We confirm the next step by email (return, replacement, or refund).
- Do not send items back without our confirmation.
- We cover return shipping only for our error (wrong or defective item).
3. Refunds
Approved refunds are issued to your original payment method via PayPal. Processing time depends on PayPal and your bank, typically a few business days after we confirm the return.
4. Replacements
For defective or damaged-on-arrival items, we may offer a replacement instead of a refund where stock allows.
5. Non-returnable items
- Opened personal-care items (for hygiene reasons).
- Items damaged through misuse or normal wear.
- Items outside the 30-day window.
6. Lost or delayed parcels
If a parcel is lost in transit or significantly delayed, contact us; we will open a claim with the carrier and arrange a reship or refund as appropriate.
7. Contact
support@terapawstudio.com — include your order number in every message.