Refund policy
Last Updated: July 28, 2026
At PawCooling.store, we believe every pet deserves a comfortable, cool, and relaxing place to rest. We are committed to providing high-quality cooling mats, cooling beds, pet tents, and related accessories designed to improve your pet's comfort during warm weather and throughout the year.
Your satisfaction is extremely important to us. We understand that sometimes a product may not meet your expectations or unforeseen issues may occur during shipping or use. This Return & Refund Policy explains your rights, our responsibilities, and the procedures for requesting returns, replacements, refunds, or exchanges.
By placing an order with PawCooling.store, you acknowledge that you have read, understood, and agreed to this Return & Refund Policy.
1. Our Satisfaction Commitment
Our goal is to provide products that meet high standards of quality, durability, comfort, and functionality.
If your order arrives damaged, defective, incorrect, or significantly different from the product description, we will work with you promptly to resolve the issue.
We strive to make every return experience straightforward, fair, and transparent.
2. Return Eligibility
We gladly accept eligible returns within 30 calendar days from the date your order is successfully delivered.
To qualify for a return, products should generally meet the following conditions:
- Unused or only minimally tested
- In clean condition
- Free from excessive dirt, hair, stains, odors, or damage
- Returned with original packaging whenever possible
- Include all accessories and components originally received
Products showing signs of misuse, abuse, alteration, or improper handling may not qualify for a refund.
3. Items That Arrive Damaged
Although we carefully package every order, shipping damage can occasionally occur.
If your package arrives damaged, please contact us within 7 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photographs of:
- The shipping package
- The damaged product
- The shipping label
- Any visible defects
Our support team will review your request as quickly as possible and determine the most appropriate solution.
Depending on the situation, we may provide:
- A replacement
- A partial refund
- A full refund
- Store credit
4. Incorrect Items
If you receive the wrong product, wrong colour, wrong size, or an incomplete order, please notify us within 7 days after delivery.
Please include photographs showing:
- The received product
- Packaging
- Shipping label
Once verified, we will arrange an appropriate resolution at no additional cost whenever applicable.
5. Defective Products
If your product has a manufacturing defect that is not caused by normal wear, accidental damage, misuse, chewing, scratching, improper washing, or modifications, please contact us immediately.
Examples include:
- Broken stitching upon arrival
- Manufacturing flaws
- Faulty zippers
- Material separation
- Defective seams
- Structural defects
We may request photographs or videos to assist our investigation.
6. Products That Cannot Be Returned
For hygiene and safety reasons, certain products cannot be returned once used.
These may include:
- Products heavily covered with pet hair
- Products with strong odours
- Items contaminated by bodily fluids
- Products damaged by pets
- Chewed products
- Torn fabrics caused by pets
- Modified or altered items
- Items intentionally damaged
- Products missing essential parts
We reserve the right to decline returns that no longer meet hygienic standards.
7. Change of Mind Returns
If you simply change your mind after receiving your order, you may request a return within our return period.
The product must remain:
- Clean
- Unused
- Resalable
- In original condition
Return shipping costs for change-of-mind returns are generally the responsibility of the customer unless otherwise required by applicable consumer protection laws.
8. Size Selection
Many of our products are available in multiple sizes suitable for different pets.
Customers are responsible for reviewing product measurements carefully before placing an order.
If you are uncertain about sizing, we encourage contacting our customer support before purchasing.
Returns solely due to ordering the wrong size may qualify under our standard return policy provided the product remains unused and in resalable condition.
9. Colour Differences
We make every effort to display product colours accurately.
However, slight variations may occur due to:
- Monitor settings
- Mobile screens
- Photography lighting
- Manufacturing batches
Minor colour differences are generally not considered manufacturing defects.
10. Normal Product Characteristics
Some products may naturally display characteristics that are not defects.
Examples include:
- Fold marks from vacuum packaging
- Slight fabric wrinkles
- Minor stitching variations
- Natural textile texture differences
- Temporary compression after shipping
Cooling mats that are vacuum packed may require several hours or days to fully regain their intended shape.
These normal characteristics do not qualify as product defects.
11. Cooling Performance
Our cooling products are designed to provide passive cooling comfort.
Performance may vary depending on:
- Room temperature
- Humidity
- Direct sunlight
- Pet body temperature
- Surface placement
- Environmental conditions
Cooling products are not medical devices and should not be considered substitutes for veterinary care during heat-related emergencies.
12. Return Process
To begin a return, please contact:
Email: support@PawCooling.store
Please include:
- Full name
- Order number
- Email used for purchase
- Description of the issue
- Photographs if applicable
Our customer service team will provide return instructions after reviewing your request.
Please do not send returns without receiving approval first.
Unauthorised returns may experience delays in processing.
13. Return Shipping
Customers are responsible for securely packaging returned merchandise.
Products damaged during return shipping due to insufficient packaging may not qualify for a refund.
Whenever possible, we recommend using a shipping service that includes tracking.
14. Inspection Process
Every returned item undergoes inspection upon arrival.
Our inspection includes:
- Product condition
- Cleanliness
- Completeness
- Signs of use
- Packaging
- Accessories
- Manufacturing condition
Inspection usually takes several business days after delivery to our returns department.
15. Refund Approval
Once your return has been approved, refunds will be processed using the original payment method whenever possible.
Refund timing depends on:
- Payment provider
- Bank processing times
- Credit card issuer
- Financial institution
Most financial institutions complete refund processing within several business days, although some may require additional time.
16. Partial Refunds
Partial refunds may be issued when appropriate.
Situations may include:
- Missing accessories
- Minor customer-caused damage
- Opened packaging affecting resale value
- Incomplete returns
Each situation is reviewed individually.
17. Exchanges
Where available, we may offer exchanges for:
- Different size
- Different colour
- Manufacturing defects
- Incorrect shipment
Exchange availability depends on inventory levels.
If a replacement product is unavailable, an alternative resolution may be offered.
18. Order Cancellation
Orders may be cancelled before processing begins.
Once an order has entered fulfilment or shipping, cancellation may no longer be possible.
If cancellation is unavailable, customers may request a return after delivery according to this policy.
19. Refused Deliveries
If a shipment is refused without prior communication, additional shipping, handling, customs, or carrier charges may be deducted from any eligible refund where permitted by law.
20. Lost Packages
If tracking indicates an unusual delay or a package appears lost, please contact us.
We will work with the shipping carrier to investigate.
Investigation times vary depending on the carrier and destination.
21. Customs and Import Fees
International customers are responsible for any customs duties, import taxes, or government fees imposed by their destination country unless otherwise stated during checkout.
Such charges are generally non-refundable.
22. Fraud Prevention
To protect our customers and business, PawCooling.store reserves the right to decline refund requests involving:
- Fraudulent claims
- Repeated abuse of the return policy
- False damage reports
- Altered products
- Suspicious purchasing activity
We may request additional verification before approving certain claims.
23. Consumer Rights
Nothing in this Return & Refund Policy limits or excludes any consumer rights available under applicable laws.
Where local consumer protection legislation provides additional rights, those rights will apply.
24. Policy Updates
We reserve the right to update or modify this Return & Refund Policy at any time to reflect operational changes, legal requirements, or improvements to our customer service.
The most current version will always be published on PawCooling.store with the updated effective date.
25. Contact Us
If you have any questions regarding returns, refunds, exchanges, or replacements, please contact us.
PawCooling.store
Address
2055 R. Bishop
Montréal, QC H3G 2E8
Canada
Phone
(800) 728-3277
We appreciate your trust in PawCooling.store and thank you for choosing us to help keep your pets comfortable, cool, and happy throughout every season.