Refund policy

Refund Policy

Last updated: October 27, 2026

Damaged, defective, or wrong items
Please check your order when it arrives. If an item is damaged, defective, or not what you ordered, email us at Pet_Empawrium@outlook.com within 7 days of delivery with your order number and a photo of the problem. We'll send a free replacement or give you a full refund — you won't need to send the item back.

Orders that don't arrive
Orders usually arrive within 10–20 business days. If yours hasn't arrived within 30 days of shipping, contact us and we'll send a replacement or give you a full refund.

Change-of-mind returns
You can return unused items in their original packaging within 30 days of delivery. Please email us before sending anything back — we'll reply with the return address and instructions. Items sent back without contacting us first may not be accepted. Return shipping costs are the customer's responsibility, and original shipping charges are not refunded.

Items we can't accept back
For hygiene reasons, grooming items (such as brushes and paw cleaners) and pet beds that have been used can only be returned if they arrived damaged or defective.

Cancellations
If your order hasn't shipped yet, email us and we'll cancel it for a full refund. Once it has shipped, it follows the return policy above.

Exchanges
We don't offer direct exchanges. Please return the item following the steps above and place a new order for the item you want.

Refunds
Once we receive and inspect your return, we'll email you to confirm whether your refund is approved. Approved refunds go back to your original payment method. Your bank may take several business days to post it.

Your rights
This policy does not limit any rights you may have under applicable consumer protection laws.

Questions?
Email us anytime at Pet_Empawrium@outlook.com