Returns & Exchanges

Returns & Exchanges Policy

Last Updated: January 10, 2026

At EternityPaws, we want you and your pet to be completely satisfied with your purchase. If for any reason you're not happy with your order, we're here to help with our straightforward returns and exchanges policy.

1. Return Eligibility

1.1 Timeframe

You may return most items within 30 days of receiving your order for a full refund or exchange.

1.2 Condition Requirements

To be eligible for a return, items must meet the following conditions:

  • Unused and in the same condition as received
  • In original packaging with all tags and labels attached
  • Accompanied by proof of purchase (order number or receipt)
  • Free from pet hair, odors, or signs of use

1.3 Non-Returnable Items

For health and safety reasons, the following items cannot be returned:

  • Opened or used grooming products (brushes, combs that have been used)
  • Opened food or treats
  • Items marked as "Final Sale" or "Non-Returnable"
  • Personalized or customized products
  • Clearance or discounted items (unless defective)

2. How to Initiate a Return

Step 1: Contact Us

Email us at [returns@eternitypaws.com] with:

  • Your order number
  • Item(s) you wish to return
  • Reason for return
  • Photos of the item (if defective or damaged)

Step 2: Receive Return Authorization

We'll review your request and provide you with a Return Authorization (RA) number and return shipping instructions within 1-2 business days.

Step 3: Ship Your Return

Pack the item securely in its original packaging, include the RA number, and ship to the address provided. We recommend using a trackable shipping method.

3. Return Shipping Costs

  • Standard Returns: Customer is responsible for return shipping costs
  • Defective or Incorrect Items: We cover return shipping costs and will provide a prepaid shipping label
  • Exchanges: We cover shipping costs for the replacement item

Tip: We recommend purchasing shipping insurance for high-value returns, as we cannot be responsible for items lost or damaged in transit.

4. Refund Process

4.1 Processing Time

Once we receive and inspect your return, we will:

  • Send you an email confirmation of receipt
  • Process your refund within 5-7 business days
  • Issue the refund to your original payment method

4.2 Refund Amount

  • Full purchase price of the item(s)
  • Original shipping costs are non-refundable (unless the return is due to our error)
  • Refunds will appear in your account within 5-10 business days, depending on your financial institution

4.3 Partial Refunds

Partial refunds may be granted for:

  • Items returned after 30 days (at our discretion)
  • Items not in original condition or with missing parts not due to our error
  • Items with obvious signs of use

5. Exchanges

5.1 How to Exchange

If you'd like to exchange an item for a different size, color, or product:

  1. Follow the return process above and indicate you'd like an exchange
  2. Specify the item you'd like to receive instead
  3. We'll ship the replacement item once we receive your return

5.2 Price Differences

  • If the new item costs more, we'll send you a payment link for the difference
  • If the new item costs less, we'll refund the difference to your original payment method

5.3 Out of Stock Items

If your desired exchange item is out of stock, we'll offer:

  • A full refund, or
  • Store credit for future purchases, or
  • Notification when the item is back in stock

6. Defective or Damaged Items

We carefully inspect all products before shipping, but if you receive a defective or damaged item:

6.1 Report Within 48 Hours

Contact us within 48 hours of delivery with:

  • Order number
  • Clear photos of the defect or damage
  • Description of the issue

6.2 Resolution Options

We'll offer one of the following at no cost to you:

  • Full replacement of the item
  • Full refund including original shipping costs
  • Partial refund if you wish to keep the item

7. Wrong Item Received

If you receive the wrong item:

  • Contact us immediately with your order number and photos
  • We'll arrange for pickup or provide a prepaid return label
  • We'll ship the correct item at no additional cost
  • You'll receive the replacement via expedited shipping

8. International Returns

For international orders:

  • Returns are accepted within 30 days
  • Customer is responsible for return shipping costs and any customs fees
  • We recommend using a trackable international shipping method
  • Refunds will be issued in USD and converted by your financial institution

9. Cancellations

9.1 Before Shipment

You may cancel your order for a full refund if it hasn't shipped yet. Contact us as soon as possible at [support@eternitypaws.com].

9.2 After Shipment

Once an order has shipped, it cannot be cancelled. You may refuse delivery or follow our standard return process once you receive the item.

10. Store Credit

As an alternative to refunds, we offer store credit with the following benefits:

  • Receive 110% of your return value in store credit
  • No expiration date
  • Can be used on any future purchase
  • Transferable to friends and family

11. Warranty Information

11.1 Electronic Products

Electronic items (smart feeders, UV sterilizers, LED toys) come with a 1-year manufacturer's warranty covering defects in materials and workmanship.

11.2 Non-Electronic Products

All other products are covered for 90 days against manufacturing defects.

11.3 Warranty Claims

To file a warranty claim, contact us with your order number, product details, and description of the issue. We may request photos or videos to assess the claim.

12. Contact Us

If you have any questions about our Returns & Exchanges policy, please don't hesitate to reach out:

Customer Service
Email: [support@eternitypaws.com]
Returns Email: [returns@eternitypaws.com]
Response Time: Within 24 hours (Monday-Friday)

13. Policy Updates

We reserve the right to update this Returns & Exchanges policy at any time. Changes will be posted on this page with an updated revision date. Your continued use of our website following any changes constitutes acceptance of the updated policy.

Thank you for choosing EternityPaws! We're committed to ensuring you and your pet have the best experience possible. Your satisfaction is our priority, and we're here to make returns and exchanges as smooth and hassle-free as possible.