Refund policy

Thank you for shopping with THOMPaws.com. We value your trust and want you to feel confident when purchasing from our store. Please read our Return & Refund Policy carefully to understand your rights and how we handle returns, replacements, and refunds.

1. Eligibility for Returns

We accept returns on most items within 30 days of delivery, provided the item meets the conditions below:

  • The item must be unused, unworn, and in the original packaging.
  • All included accessories, tags, and labels must be intact.
  • The item must be in resellable condition.

Non-returnable items include:

  • Pet grooming products (opened)
  • Personalized or custom-made items
  • Clearance or final-sale products
  • Digital products

If you’re unsure whether your item qualifies, contact us at support@thompaws.com

2. Damaged, Defective, or Wrong Item Delivered

If you receive:

  • A damaged product
  • A defective product
  • An incorrect item

You must contact us within 7 days of delivery with:

  • Order number
  • Photos of the issue
  • A brief description of the problem

We will offer one of the following depending on the situation:

  • A free replacement
  • A full refund
  • Store credit, if preferred

No return shipping cost will apply when the mistake is from our end.

3. Return Shipping

If the return is due to customer reasons such as:

  • Change of mind
  • Ordered wrong size, color, or product
  • No longer needed

Then the customer is responsible for the cost of return shipping.

If the return is due to our error (wrong item, damaged, defective), we cover the cost.

4. Refund Process

Once your return is received and inspected, we will notify you of approval or rejection.

Approved refunds will be issued within 3–7 business days to your original payment method.

Note:
Shipping fees are non-refundable unless the return is due to our mistake.

5. Exchanges

We offer exchanges for the same product in a different:

  • Size
  • Color
  • Variant

Exchanges depend on stock availability. If the item is not in stock, you may choose a refund instead.

6. Order Cancellations

Orders can be canceled within 12 hours of purchase.
After this window, your order may already be processing and cannot be canceled.

If shipped, it will need to go through the return process.

7. Contact Us

For any return or refund requests, email:

📧 support@thompaws.com 🌐 THOMPaws.com

Our support team typically responds within 24–48 hours.