Refund policy

Returns & Refund Policy

At EcoPaws, we design hideouts and small-pet essentials to create safe, comfortable spaces for small pets. Because our products are placed directly inside pet enclosures, we cannot accept returns on items that have been used, placed inside a pet habitat, or exposed to bedding, moisture, odors, or pet activity.

To keep things clear and fair for both our customers and our small business, please review this policy before requesting a return.

Quick Summary

  • Eligible unused items may be returned within 14 days of delivery, unless an exception below applies.
  • Items that have been used, placed inside a pet enclosure, or exposed to bedding, moisture, odors, pet hair, stains, scratching, chewing, or pet activity are not eligible for return.
  • Personalized, custom-made, made-to-order, clearance, final-sale, and gift-card items are not eligible for return unless they arrive damaged, defective, or incorrect.
  • If an item arrives damaged, defective, or incorrect, contact us within 14 days of delivery.
  • Eligible cases may receive a replacement, partial refund, or full refund at EcoPaws' discretion.
  • Original shipping fees, duties, taxes, VAT, customs fees, import fees, and return shipping costs are non-refundable unless the issue was caused by our error or otherwise required by law.

Returns

Eligible unused items may be returned within 14 days of delivery. To be eligible, the item must be:

  • Unused and unwashed
  • In its original condition
  • Returned in its original packaging
  • Free from pet hair, bedding, moisture, odors, stains, scratches, chewing, or other signs of pet use

You may inspect an item as you would in a store. However, an item is no longer eligible for return once it has been used beyond inspection, placed inside a pet habitat, or exposed to bedding, moisture, odors, pet hair, stains, chewing, or pet activity.

Do not send an item back without contacting us first. Unauthorized returns may not be accepted. To request a return review, email ecopawshq@outlook.com within 14 days of delivery.

Return Shipping

For returns due to customer-related reasons, the customer is responsible for return shipping costs. Original shipping fees are non-refundable unless the issue was caused by our error or otherwise required by law. We recommend using a trackable shipping service, as we cannot guarantee receipt of a returned item.

Damaged, Defective, or Incorrect Items

You may be eligible for a replacement, partial refund, or full refund, at EcoPaws' discretion, if you contact us within 14 days of delivery and:

  • Your item arrived damaged during shipping;
  • Your item arrived defective; or
  • You received the wrong item.

Email ecopawshq@outlook.com and include your order number, the email address used for the order, clear photos or videos showing the issue, and—if the item was damaged in transit—photos of the packaging and shipping label. Requests submitted more than 14 days after delivery might not be eligible for review, except where applicable law requires otherwise.

Non-Returnable and Non-Refundable Items

We do not accept returns or issue refunds for:

  • Items that have been used or placed inside a pet enclosure;
  • Items exposed to bedding, moisture, odors, pet hair, stains, chewing, or pet activity;
  • Damage caused by improper use, handling, cleaning, or installation;
  • Normal wear and tear after use;
  • Personalized, custom-made, or made-to-order items;
  • Pre-order items marked as final sale;
  • Clearance or final-sale items; or
  • Gift cards.

This section does not limit any rights you may have under applicable law.

Natural and Handcrafted Material Variations

Many EcoPaws products are made from natural or handcrafted materials, including wood, ceramic, and resin. Natural wood-grain differences, minor color variations, small differences in handcrafted texture, and slight size variations are normal characteristics and are not considered defects.

Wood Products

Wood is a natural material and may react to moisture, chewing, staining, or repeated contact with bedding or waste. Keep wooden products dry, spot-clean only when needed, and allow them to air-dry completely before returning them to an enclosure. Damage caused by soaking, harsh cleaning products, improper cleaning, chewing, staining, or normal pet use is not considered a defect.

Custom and Personalized Products

Custom, personalized, or made-to-order items are final sale once production has started. This includes custom pet keychains, personalized name tags, made-to-order designs, and other items created specifically for an order. Such items cannot be returned, exchanged, or refunded for customer-related reasons unless they arrive damaged, defective, or incorrect.

If you notice an issue with a custom-item preview, contact us before production begins. Once a design is approved and production has started, changes or cancellations may not be possible.

Approved Returns

If EcoPaws approves a return, the item must be returned in the condition described above. EcoPaws reserves the right to refuse a return or reduce the refund amount if the item shows signs of use, contamination, damage after delivery, missing packaging, or exposure to a pet habitat. Refunds are processed only after the returned item has been received and inspected.

International Orders

International customers are responsible for customs duties, taxes, VAT, import fees, or brokerage fees charged by local authorities. These fees are non-refundable. If a package is refused, unclaimed, returned because of unpaid customs fees, undeliverable, or affected by an incorrect address, the customer may be responsible for return shipping, reshipment, and related costs.

Refund Processing

If your request is approved, we will notify you by email. Approved refunds will be issued to the original payment method within 10 business days. Processing time may vary depending on your bank, card issuer, or payment service. If you have not received an approved refund after 15 business days, contact ecopawshq@outlook.com.

Order Cancellations and Changes

If you need to cancel or change an order, contact us as soon as possible. We will try to help, but cancellation or changes may not be possible once an order has been processed, packed, shipped, or entered production. Custom, personalized, or made-to-order items may not be canceled after production begins.

Questions

For questions about an order or this policy, email ecopawshq@outlook.com.