Return and refund policy

At Soulful Paws, customer satisfaction is our priority. If you encounter an issue with your order, please read our updated refund policy carefully.

Eligibility for Refunds

We offer refunds only in the following cases:

• The product was damaged upon arrival.
• You received the incorrect item.

To be eligible for a refund:

1. You must request the refund within 14 days of receiving your item.
2. The item must be in its original condition, unused, with tags, and in its original packaging.
3. Proof of purchase is required.

How to Request a Refund

To start a refund request, please contact us at soulfulpawsstore@gmail.com with the following details:

• Order number
• Description of the issue (include photos of the damaged or incorrect item, if applicable)

We will evaluate your request and respond within 2-3 business days.

Return Shipping

If your refund request is approved:

• We will provide you with a prepaid return shipping label.
• You will receive instructions on how and where to send the package.

Please Note: Items sent back without prior approval will not be eligible for a refund.

Refund Processing

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved:

• The refund will be processed to your original payment method within 10 business days.
• It may take additional time for your bank or credit card company to reflect the refund.

If more than 15 business days have passed since your refund approval, please contact us at soulfulpawsstore@gmail.com.

Important Notes

• Refunds are not available for change-of-mind returns, sale items, or gift cards.
• We do not process refunds for items returned outside the 14-day window.

We appreciate your understanding and cooperation. For any further questions or concerns, feel free to reach out to us at soulfulpawsstore@gmail.com.

Cancellation Policy

Cancellation Policy

At SoulfulPaws, we want to ensure that you have the best shopping experience. If you need to cancel your order, we kindly ask that you do so within 12 hours of placing your order.

Cancellation Guidelines:

• Orders can be canceled within 12 hours of the purchase time.
• After 12 hours, cancellations will not be possible due to our processing and fulfillment system.
• To cancel your order within 12 hours, please reach out to our customer support team at [your contact email] with your order number, and we’ll assist you immediately.

Thank you for choosing SoulfulPaws!