Paws And Spark reserves the right to update these rules when necessary. Updated versions will be published on www.pawsandspark.com and take effect immediately. By using the services provided by Paws And Spark, buyers are deemed to accept these terms.
For after-sales issues, buyers should file a return & refund request within 20 days of the delivery date. Requests filed after this period may not be eligible for after-sales services.
Before an order is shipped out, the buyer has the right to apply to cancel the order by contacting Paws And Spark via Contact Us.
If we are unable to fulfill an order within the processing time due to inventory shortages or other unforeseen circumstances, Paws And Spark reserves the right to cancel and refund the order.
If the buyer receives goods damaged or broken and applies for a refund with compelling evidence, and the goods need to be returned, Paws And Spark will offer the buyer a prepaid return label within 3 business days. Paws And Spark will refund the buyer when the return shows as in transit on the logistics website.
Paws And Spark shall not accept after-sale requests for "non-defective remorse returns". If Paws And Spark makes an exception and accepts a "non-defective remorse return," a restocking & repacking fee may be deducted. The restocking fee shall not exceed 35% of the total order price.
Warranties are provided at the discretion of Paws And Spark and are not strictly required unless explicitly stated.
Once a buyer submits an after-sales request, they must provide compelling evidence (as outlined below) to Paws And Spark. If valid evidence is not provided within the indicated after-sales period, Paws And Spark reserves the right to reject the request.
The buyer has the right to apply for a full refund for an order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).
If a Return & Refund request is made after the stated processing time, Paws And Spark will refund the order. If the request is made within the stated processing time, Paws And Spark has 3 business days to process the request. If Paws And Spark fails to process the request within 3 business days, the order will be refunded.
Please note: Even if the order is still within the stated processing time, any refund request must be processed within the timelines listed above.
If a Return & Refund request is made after the order has shipped, Paws And Spark has 10 business days to process the request. If Paws And Spark fails to process (accept or reject) the refund request within 10 business days, the order will be refunded.
If a package is returned to Paws And Spark during transit for any reason, and the buyer applies for a refund, Paws And Spark will refund within 3 business days of the request. If the buyer requests redelivery under the same circumstances, Paws And Spark will begin redelivery within 5 business days of the request date.
If a package or goods are destroyed in transit, and the buyer provides proof from the logistics website (such as a screenshot showing the order was destroyed), Paws And Spark will refund the order within 3 business days, or initiate redelivery within 5 business days. The following steps must be followed when creating this type of request:
Except for specific interpretations, Paws And Spark will make a refund, resend, or accept the return for the following cases:
Orders that lack tracking information, are stuck in transit, or remain pending for over 60 days after departing from the Paws And Spark warehouse. The following countries and shipping methods may have different timelines:
Notes:
Sometimes, an order may arrive at the buyer's nearest post office and remain pending due to insufficient address, package unclaimed, no such number, etc. It is the buyer's responsibility to contact the local post office or arrange for delivery.
In Israel, packages are normally delivered to self pick-up cabinets, which may lead to packages being overdue. Buyers must contact the local post office for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the customer claims the package has not been received. In such cases, Paws And Spark will attempt to verify the situation (which can take 1-2 months), but a positive result is not guaranteed.
Paws And Spark will not issue a refund or resend if the tracking information shows the order is delivered.
Notes:
Paws And Spark offers a full refund or a replacement if packages arrive badly damaged.
Paws And Spark offers a partial refund or a replacement if packages arrive partially damaged (excluding minor issues like thread, slightly wrinkled, small scratches, etc.).
Notes:
Paws And Spark has a strict quality control process before products are dispatched.
We will deal with incorrect or missing products as follows:
Notes:
For size problems, please measure the product according to the correct measurement method and provide a photo of the measurement so our team can resolve the dispute quickly.
If the buyer provides incorrect receipt information, they should contact us via Contact Us to request an update.
Please note that receipt information correction or order cancellation is not guaranteed.
If the order has already shipped out, it is the buyer's responsibility to contact the logistics company with the correct information.
If the goods are delivered to the wrong receipt, the buyer can attempt to send back the products at their own expense. If returned in good condition, Paws And Spark shall refund the order within 3 business days of receiving the goods, or begin redelivery within 5 business days (buyer is responsible for redelivery fees).
If the buyer detects a problem upon receipt (damaged package, significantly not as described, missing/wrong goods, or other quality problems), they should provide a refund or redelivery request with valid proof (photos/videos showing the problem clearly). Paws And Spark will review the proof and respond within 3 business days.
If the proof is invalid or unclear, Paws And Spark has the right to reject the refund request.
If the proof is valid and the goods need to be returned, Paws And Spark will provide a prepaid return label within 3 business days and refund the order once tracking shows it is in transit. If goods do not need to be returned, Paws And Spark will refund the order within 3 business days.
If proof is valid and the buyer requests redelivery, Paws And Spark will initiate redelivery within 5 business days. Paws And Spark reserves the right to issue a refund instead if the redelivery product is out of stock.
If Paws And Spark verifies the tracking number is wrong and fails to provide the correct one within 4 business days, the order will be refunded.
If there is no tracking update for more than 7 business days after the label is created, the buyer may apply for a refund. Paws And Spark will process the refund within 3 business days.
Note: This clause is not applicable during holidays, COVID-19 delays, abnormal weather, or other extreme situations.
If transit time exceeds the estimated delivery time by 10 days or more without valid tracking updates, the buyer may apply for a refund.
Note: This clause is not applicable during extreme situations (holidays, abnormal weather, etc.).
Some shipping methods (e.g., PostNL, Packet Eub, Packet Postal Route) are not trackable when arriving in certain destinations. Paws And Spark will not accept disputes for untrackable shipping methods.
Paws And Spark takes no responsibility for product damage or shipping delays caused by acts of god, including but not limited to: epidemics, international conflicts, strikes, war, earthquakes, floods, storms, or customs inspections. We will notify you via pawsandspark@gmail.com.
During extreme circumstances, buyers should contact us at pawsandspark@gmail.com. Paws And Spark will assist buyers in a timely manner and provide a decision no later than two weeks.
Products can only be returned to Paws And Spark US warehouses. However, we do not suggest international returns due to high shipping costs, long transit times (up to 3 months), and high risk of loss or damage.
Paws And Spark offers a full refund for cancellations before products are processed by warehouses.
Disputes cannot be opened if the order status is closed or if tracking information from a third party is untraceable.
Paws And Spark shall not accept unreasonable disputes, including but not limited to:
If buyers are unsatisfied with an order's after-sale resolution, they have the responsibility to open a dispute with Paws And Spark to seek further assistance.
