RETURN POLICY

PAWDELI Return Policy

PAWDELI is committed to providing quality products. We are ready to apply our return and exchange policy to protect customers' rights in the event of product defects.

I. Conditions for Return and Exchange

Customers have the right to request a return, exchange, or refund if the product satisfies all the following conditions simultaneously:

  • **Request time:** Must be notified to PAWDELI within **48 hours (Two days)** from the time the customer receives the product (based on the shipping carrier's confirmation data).
  • **Reason for return:** Only applicable to the following cases:
    • Product is defective or damaged by the manufacturer or during transportation (broken cans/packets, torn, punctured/deflated, showing signs of spoilage, or expired products).
    • Missing products or wrong products delivered compared to the ordered items.
  • **Product conditions:**
    • Product must be **intact**, with stamps/seals unpeeled and unopened (except in cases where packaging was damaged upon receipt).
    • Must have the original purchase invoice/receipt from PAWDELI.
    • Must have an **unboxing video** clearly showing the waybill and the defective product.
❌ CASES OF REFUSAL
  • Products with canned packaging that may be scratched or slightly dented during transportation but are **not damaged inside** will not be covered by PAWDELI's return support.
  • Customer **fails to report the defect** within 48 hours of receipt.
  • Product **has been used** partially or completely, except for internal quality defects discovered after opening (clear proof required).

II. Return Process and Timeline

1. Notification of return request

Please contact PAWDELI's Customer Care Department immediately and provide the following full information:

  • Order number and customer name.
  • Name of defective product.
  • Detailed reason for return (defect must be clearly described).
  • Images or video proving the product is defective, damaged, or missing.

2. Confirmation and Product Return

  • Within **24 hours**, PAWDELI will review and respond regarding the acceptance of the return.
  • If accepted, the customer needs to send the defective product back to PAWDELI's address within **14 days** from the date of receiving the confirmation notice.
  • **Shipping costs** for returning defective goods will be **fully borne by PAWDELI**.

III. Resolution After Receiving Returned Product

After PAWDELI receives the defective product and verifies it, we will process it according to one of the following two methods:

1. Product Exchange (Free)

  • PAWDELI will send a brand new product completely **free of charge** to the customer.
  • The new product will be sent within **1-3 business days** from the time PAWDELI receives the defective item.

2. Refund (If out of stock)

  • **Refund value:** Refund **100% of the value of the defective product**, including the initial shipping fee paid (if any).
  • **Refund time:** Money will be transferred back to the customer's bank account within **3 - 7 business days** from the date PAWDELI confirms the refund.

IV. Other Regulations

Any disputes or complaints arising that cannot be resolved through negotiation will be settled in accordance with Vietnamese law.

PAWDELI is always willing to listen to your feedback to improve product and service quality.