We want you to love what you ordered! If there is any problem with your order when it arrives, you can request to return eligible items within 30 days of receiving your order for a refund or replacement.
How to Start a Return
Please email us at hello@imagipaws.com with your order number, reason for return, and supporting photos or videos if applicable. Our customer support team will review your request within 1–2 business days.
Return Shipping
If your return is approved, we’ll provide you with the return address and instructions. In most cases, especially for damaged or incorrect items, we will first review your photos or videos and may be able to resolve the issue without requiring you to send the item back.
If we do ask you to return the item:
- For damaged or incorrect items, we’ll cover the return shipping cost.
- For returns that we exceptionally approve for other reasons, customers are responsible for the return shipping cost.
Return Address
Room 301, No.105 Shawan Village, Gushu Community, Xixiang Subdistrict, Bao’an District, Shenzhen, CN.
Return Eligibility
- Items must be returned within 30 days of receipt.
- Items must be unused, in their original condition, and packaged appropriately—preferably in the original packaging.
- Used items or items not in their original condition will not be accepted.
- Returns that do not meet these conditions will not be accepted.
Final Sale – Non-returnable items include:
Items marked as Final Sale, Gift cards, and items damaged by customer misuse.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 30 days of receipt at hello@imagipaws.com with your order number and photos. We will send a replacement or refund once the issue is confirmed.
Refunds
Once your return (if required) is received and inspected, or once we have confirmed the issue based on your photos or videos, you’ll be notified via email. If approved, a refund will be issued to your original payment method within 2–3 business days.
Note: Refunds do not include original shipping costs (if any). If your refund is delayed, please contact your bank or payment provider. If issues persist, contact us directly.
Order Cancellations
Customers may request an order cancellation before the order has been shipped.
Our team typically processes orders within 1–3 business days.
If you request a cancellation before your order has been shipped, your order will be fully canceled and refunded. Orders can be canceled before shipment only. Please contact us as soon as possible at hello@imagipaws.com. Once the item has been shipped, we cannot cancel the order.
Shipping Fees
If a return is approved for reasons caused by the consumer (for example, ordering the wrong item), the consumer is responsible for the return shipping fee. The specific fee should be based on the express company you choose.
If, due to our reasons, the goods received are damaged or not correct and we require a return, the consumer is not required to bear the return shipping fee for this reason.
Questions?
If you have any questions or concerns about your order or our policy, please reach out to us at hello@imagipaws.com. We’re here to help!
Thank you for shopping at Imagipaws!