Return & Refund Policy

Returns and refunds

At GerPaw, our customers come first. We want you and your pet to be happy with your order. Contact imadpeseddine@gmail.com within 30 days after delivery to request a return. Please include your order number. For a change-of-mind return, the item must be unused, in its original condition, and with its original packaging and accessories. Do not send an item back before we provide return instructions and a return address. You are responsible for return postage for a change-of-mind return unless applicable law requires otherwise. Original shipping charges are refunded where required by applicable law.

Damaged, defective, missing, or incorrect items

If your item arrives damaged, has a technical fault, is missing a part, is incorrect, or is materially different from its description, contact us as soon as possible and, where possible, within 30 days after delivery. Send your order number and clear photos or a short video of the issue; for a missing or incorrect item, include the packaging and shipping label. Once we confirm the issue, we will offer a refund or a replacement at no extra product or shipping charge. For a replacement, you may choose the same product if available, or accept a comparable or higher-value product that we offer at no extra charge. We will never substitute a different product without your agreement. If neither replacement option suits you, you can choose a refund instead. We will tell you if a return is needed; do not send an item to our supplier.

90-day quality guarantee

For 90 days after delivery, if a product develops a manufacturing defect during normal use, contact us with your order number and photos or a video showing the problem. After review, we will offer a replacement on the terms above or a refund for a confirmed defect. This guarantee does not cover accidental damage, misuse, or ordinary wear. This is a GerPaw commitment and does not limit rights provided by applicable consumer law.

Refund timing

We will confirm the outcome by email. If an eligible return is required, we may wait until we receive the item or proof that it has been sent back before issuing a refund, where permitted by law. Approved refunds are made to the original payment method; the time for the funds to appear depends on the payment provider. Your statutory rights, including any right to withdraw from an online purchase, remain unaffected.