Policy

Return Policy

At PawLab, we strive to ensure your complete satisfaction with every purchase. If you or your pet are not entirely delighted, we’re here to help.

Eligibility: Items must be unused, unopened, and in their original packaging with tags attached. Returns are accepted within 14 days of delivery for most products. Perishable items (e.g., pet food, treats) and personalized products (e.g., engraved tags) are non-returnable unless defective.
Process: To initiate a return, contact our team at support@pawlab.hk with your order number and reason for return. We’ll provide a return authorization and instructions. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect.
Refunds: Once we receive and inspect your return, we’ll process your refund within 5-7 business days to the original payment method. Refunds exclude original shipping fees.
Defective or Incorrect Items: If an item arrives damaged or incorrect, please notify us within 48 hours of delivery. We’ll arrange a replacement or full refund, including shipping costs, at no charge.

For any questions, reach out to us at support@pawlab.hk. Your pet’s joy is our priority.

Processing Time: Orders are processed within 1-2 business days. Customized or personalized items may require 3-5 business days.
Delivery Options: We offer standard delivery (3-5 business days) and express delivery (1-2 business days) within Hong Kong. Evening delivery (6 PM - 9 PM, weekdays) is available for select areas at an additional fee.
Shipping Fees: Calculated at checkout based on weight and destination. Free standard shipping applies to orders over HKD 800.
Tracking: A tracking number will be provided via email once your order ships. Monitor your delivery status through our website or contact support@pawlab.hk.

Your trust is paramount at PawLab. We are committed to protecting your personal information.

Data Collection: We collect only necessary information, such as your name, email, shipping address, and payment details, to process orders and enhance your shopping experience.
Data Use: Your information is used to fulfill orders, provide customer support, and send optional promotional updates (you may opt out at any time). We may use anonymized data to improve our services.
Data Protection: We employ industry-standard encryption to safeguard your data. Your information is never shared with third parties, except for trusted partners (e.g., payment processors, couriers) essential to order fulfillment.
Your Rights: You may request access, correction, or deletion of your personal data by contacting support@pawlab.hk.

By shopping at PawLab, you agree to the following:

Product Use: All products must be used as intended and in accordance with provided instructions. PawLab is not liable for misuse or improper handling of products.
Pricing and Availability: Prices are subject to change without notice. Product availability is not guaranteed and may be limited.
Order Cancellations: Orders may be canceled before processing by contacting support@pawlab.hk. Once processed, cancellations are subject to our return policy.
Liability: PawLab is not responsible for delays caused by unforeseen circumstances (e.g., natural disasters) or errors in customer-provided shipping information.

For inquiries, please contact us at pawlab2023@gmail.com, thank you for choosing PawLab, where luxury meets love for your pet.