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Returns & Exchanges

HOW TO RETURN OR EXCHANGE

Making a return or exchange is easy.

You have 14 days after receiving your purchase to decide whether to keep the items for your canine. Email customercare@pet-a-pawter.com to request a Returns Merchandise Authorisation (RMA). Your item(s) should be sent back to us within 14 days of RMA submission. Returns outside these timeframes may be accepted at the discretion of PET-A-PAWTER. 

Your item(s) must be unused and in the same condition as received, with all designer garment tags still attached. Returns that are damaged, soiled or altered may not be accepted and may be sent back to you (with delivery fees incurred charged to your original method of payment). Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your returns.

Please send your returns to this address: 

ATTN: Returns
3B, 69 Pok Fu Lam Road
Hong Kong  

You will be responsible for paying for your own shipping costs for returning your item(s). Shipping costs are non-refundable.

For exchanges, shipping is free on the replacement item; however, if you are based outside of Hong Kong, you will need to pay taxes and duties on the shipment. If you are sending an item over US$75, please consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item(s).

 

EXCHANGES

Exchanges for a different size or colour are subject to stock availability. You will be responsible for the shipping costs incurred for the exchange

Shipping is free for replacements; however, if you are based outside of Hong Kong, you will need to pay taxes and duties on the shipment.

To request an exchange, simply email customercare@pet-a-pawter.com for a Returns Merchandise Authorisation (RMA) and specify the new size/colour/item you require. 

Please note that we are only able to offer size or colour exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new piece separately. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

 

REFUNDS

Currently we only provide refunds in store credits. Once your return is received and inspected, we will notify you via email of the receipt of your returned item as well as the approval or rejection of your refund. If approved, your refund will be processed, and a Gift Card will be issued to you, sent via a separate email. 

 

FAULTY GOODS

Goods are classified as faulty if they are received damaged or if a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

 

SALE ITEMS 

Only regular-priced items may be refunded. Sale items are final sales and cannot be refunded (or exchanged).

 

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your returned item. Once the returned item is received, inspected and approved for refund, a gift certificate will be mailed to you.

If the item was not marked as a gift when purchased, or if the gift-giver had the order shipped to himself/herself and not to you directly, we will send a refund to the gift-giver, who will be notified of the return. 

 

 

 

 

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