Refund policy

Effective Date: 19-02-2026
Brand Name: TheUrbanPaws

We maintain strict quality checks before dispatch. However, in case of any issue, please review the policy below.

1. Replacement Eligibility

We offer replacement only in the following cases:

  • Product received is damaged

  • Product received is different from what was ordered

We do NOT offer refunds or replacements for:

  • Change of mind

  • Pet not liking the toy

  • Minor color variations

  • Used or damaged products after delivery

2. Mandatory Unboxing Proof

To claim a replacement, the customer must:

  • Record a clear 360-degree video of the package before opening

  • Continue recording without pause while unboxing

  • Ensure the shipping label and package condition are clearly visible

No claim will be accepted without a complete unboxing video.

This policy protects both the customer and TheUrbanPaws from fraudulent claims.

3. Claim Window

  • You must report the issue within 24 hours of delivery.

  • Email us at: support@theurbanpaws.us

  • Include:

    • Order ID

    • Clear images of the product

    • Complete 360-degree unboxing video

4. Replacement Process

  • Once verified, we will arrange a reverse pickup (if applicable).

  • Replacement will be shipped within 2–4 business days after approval.

5. Refund Policy

  • We do not offer cash refunds.

  • Only product replacement is provided if the claim meets our eligibility criteria.