At Imperial Paws, we want every tail to wag. If you or your pet aren't 100% satisfied with your purchase, we’re here to help make it right.
1. 30-Day Return Window
You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging.
2. Hygiene & Safety (Pet Specific)
For the health and safety of all our furry customers, we cannot accept returns on:
- Items that have been heavily used, soiled, or covered in pet hair.
- Opened pet treats or perishable goods.
- Personalized or custom-made items.
Tip: We recommend placing a thin blanket over new beds or mats when your pet first tries them out to keep them hair-free in case you need to swap sizes!
3. How to Start a Return
To start a return, simply contact us at support@imperialpaws.store.
- Include your Order Number and the reason for the return.
- If the item is defective or damaged, please attach a photo/video so we can fast-track your solution.
- If your return is accepted, we’ll send you instructions on how and where to send your package.
4. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. This is especially helpful for getting the right size bed or harness quickly!
5. Refunds
Once we’ve received and inspected your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 5-7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.