Refund policy
Return Policy
We have a 30-day return policy for eligible items with issues, which means you have 30 days after receiving your item to request a return or refund if there is a problem with your order (for example, the item arrives damaged, defective, or incorrect). We are not able to accept returns for change of mind or personal preference.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@imagipaws.com with your order number, a description of the issue, and clear photos or videos if possible.
In many cases, especially for damaged or incorrect items, we can review your request based on your photos or videos and offer a solution directly (such as a replacement or refund) without requiring you to send the item back.
If we do need you to send the item back, returns will need to be sent to the following address:
Room 301, No.105 Shawan Village, Gushu Community,
Xixiang Subdistrict, Bao’an District, Shenzhen, CN.
If your return is accepted, we’ll send you a return shipping label (or reimbursement instructions), as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@imagipaws.com.
Damages and issues
Please inspect your order upon reception and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, including but not limited to:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
- Items marked as Final Sale
- Gift cards
Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
We do not offer exchanges for change of mind or personal preference. If your item is damaged, defective, or incorrect and you need a different item, please contact us at hello@imagipaws.com. Once your case is approved, we will let you know whether a replacement can be arranged.
Refunds
We will notify you once we’ve reviewed your case and, if applicable, received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within approximately 2–3 business days.
Please remember it can take some additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your refund and you still have not received it, please contact us at hello@imagipaws.com.