Refund policy

Overview

Thank you for shopping with HuaPaw. We want you to be fully satisfied with your purchase. If you are not completely happy with your order, we offer a clear and fair return, refund, and exchange policy in accordance with our customer service standards.

This policy applies to all purchases made through our official website.

By placing an order with HuaPaw, you agree to the terms outlined in this Return & Refund Policy.

Return Eligibility

To be eligible for a return, items must meet the following conditions:

  • Item must be returned within 30 days of delivery
  • Item must be unused, unworn, unwashed, and in original condition
  • All original packaging, tags, and accessories must be included
  • Proof of purchase (order number or receipt) is required

Items that do not meet these conditions may not be eligible for return or refund.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Items marked as final sale or clearance
  • Customized or personalized products
  • Items that have been used, washed, or damaged after delivery
  • Items returned without original packaging or tags

Exchange Policy (Supported)

HuaPaw supports product exchanges under the following conditions:

  • Exchange requests must be made within 30 days of delivery
  • Items must meet return eligibility requirements
  • Exchanges are subject to product availability

We support exchanges for:

  • Size exchange
  • Color exchange (if available)
  • Product replacement due to defect or damage

If the requested replacement item is unavailable, a refund may be issued instead.

Return Process

To initiate a return or exchange:

  1. Contact us at info@huapaw.com
  2. Provide your order number and reason for return
  3. Our customer service team will review your request
  4. If approved, return instructions will be provided

Customers must not return items without prior authorization.

Return Shipping Costs

  • If the return is due to customer preference (size, color, or change of mind), the customer is responsible for return shipping costs.
  • If the return is due to a damaged, defective, or incorrect item, HuaPaw will cover return shipping costs.

Refunds

Once your returned item is received and inspected:

  • Refunds will be processed within 5–10 business days
  • Refunds will be issued to the original payment method
  • Processing time may vary depending on your bank or payment provider

Shipping fees (if applicable) are non-refundable unless the return is due to our error.

Late or Missing Refunds

If you have not received your refund:

  • First check your bank account again
  • Contact your credit card company or payment provider
  • Contact your bank, as processing times may vary

If you still have not received your refund, please contact us at info@huapaw.com.

Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery with:

  • Order number
  • Photos of the product
  • Description of the issue

We will provide a replacement or refund depending on the situation.

Order Cancellation

Orders may only be canceled before they enter processing or shipping status.

Once an order has been processed or shipped, cancellation is no longer possible.

Contact Information

HuaPaw

Email: info@huapaw.com
Phone: (+1) 213-720-2518

Business Hours:
Monday – Friday
9:00 AM – 4:00 PM (Eastern Time)