Refund policy

Thank you for shopping at SunPaw. We are committed to providing thoughtfully selected sun-protection hats, UV-protective accessories, and related products for dogs and cats.

We want you to feel confident when purchasing from us. If you are not fully satisfied with your order, you may request a return or refund in accordance with the terms outlined below.

1. 30-Day Return Policy

SunPaw offers a 30-day return period. You have 30 calendar days from the date your order is marked as delivered to submit a return request.

To qualify for a return, the product must:

Be unused, unworn, and unwashed;
Be clean and free from pet hair, dirt, stains, odors, or damage;
Be returned with all original tags, accessories, manuals, and packaging;
Be in the same condition in which it was received;
Include valid proof of purchase or an order confirmation.

Products that do not meet these conditions may be refused or may qualify only for a partial refund.

2. Free Returns

Approved returns are free of charge. When your return request is accepted, we will provide appropriate return instructions and, where available, a prepaid return shipping label.

Please do not send products back to the address displayed on the original parcel or to our business address without first contacting us. Returns sent without authorization may not be accepted or processed.

To begin a return, contact:

Email: support@sunpaw.rest
Phone: +1 (604) 709-9707

Please include:

Your full name;
Order number;
Email address used for the purchase;
Product you wish to return;
Reason for the return;
Clear photographs if the product is damaged, defective, or incorrect.

3. Pet Product Hygiene and Condition

For health and hygiene reasons, returned pet products must be clean, unused, and free from signs of wear.

Dog and cat hats that have been worn outdoors, chewed, scratched, altered, washed, heavily stretched, or contaminated with pet hair or bodily fluids may not be eligible for return unless the product arrived damaged or defective.

We recommend checking the product measurements and size guide before allowing your pet to wear the product for an extended period.

4. Incorrect Size or Fit

Pet sizes and head shapes can vary significantly. Customers are responsible for reviewing the product description, dimensions, and sizing instructions before ordering.

If you ordered the wrong size, you may request a return within 30 days, provided the product remains unused, clean, and in its original condition.

A replacement size is subject to availability. In some cases, we may process the request as a return and ask you to place a new order for the preferred size.

5. Damaged, Defective, or Incorrect Products

Please inspect your order as soon as it arrives.

The product is damaged;
The product has a manufacturing defect;
You received the wrong product;
You received the wrong size or colour compared with your order;
Items are missing from your package.

Claims should preferably be submitted within 7 days of delivery. Please provide photographs or a short video showing the product, packaging, shipping label, and relevant issue.

After reviewing the claim, we may offer:

A replacement;
A full refund;
A partial refund;
Another appropriate resolution.

You will not be charged return shipping for a confirmed damaged, defective, or incorrectly supplied product.

6. Non-Returnable Items

The following products are generally not eligible for return:

Products returned more than 30 days after delivery;
Products showing signs of use, wear, washing, alteration, or damage;
Products containing pet hair, dirt, stains, odors, or hygiene concerns;
Products damaged by misuse or improper care;
Personalized or customized products;
Gift cards;
Clearance or final-sale products clearly identified as non-returnable;
Products returned without authorization or sufficient order information.

These exclusions do not limit any rights that cannot legally be excluded under applicable consumer-protection laws.

7. Order Cancellations

We begin processing orders shortly after they are submitted.

To request a cancellation, contact us as soon as possible at support@sunpaw.rest.

We will make reasonable efforts to cancel the order, but cancellation cannot be guaranteed once an order has entered processing, packing, or shipping.

If the order has already shipped, you may request a return after delivery in accordance with this policy.

8. Return Authorization

All returns require prior approval from SunPaw.

After receiving your request, our support team will confirm whether your return is eligible and provide instructions regarding:

The return destination;
Packaging requirements;
Shipping label availability;
Required tracking information;
Any additional documentation.

Items returned without prior authorization may be delayed, refused, or returned to the sender.

9. Return Packaging

Customers must package returned products securely to prevent loss or damage during transit.

Whenever possible, use the original protective packaging. SunPaw is not responsible for damage caused by insufficient return packaging.

If we issue a prepaid return label, the label must only be used for the approved item and return request.

10. Return Inspection

Once your return arrives, our team will inspect the product to verify that it meets the return conditions.

We will notify you whether the return has been approved or declined. Inspection may take approximately 3–7 business days after receipt.

If a product is returned used, damaged, incomplete, or in an unsanitary condition, SunPaw reserves the right to:

Reject the return;
Issue a partial refund;
Deduct reasonable costs associated with loss in product value;
Return the product to the customer.

Any deductions will be communicated before the refund is finalized where reasonably possible.

11. Refund Processing

Approved refunds will be issued to the original payment method.

Please allow approximately 5–10 business days after approval for the refund to appear, depending on your bank, card issuer, payment provider, and country.

SunPaw cannot control processing times imposed by third-party financial institutions.

If more than 15 business days have passed since your refund was approved, contact us at support@sunpaw.rest.

12. Shipping Charges

Standard shipping is free worldwide.

Because customers are not charged standard shipping fees, there is normally no outbound shipping charge to refund.

Premium, express, priority, or optional shipping services, where offered, are non-refundable after the order has been dispatched unless the service was not provided as described.

13. Refused and Unclaimed Deliveries

If an order is refused, not collected, or returned because of an incorrect or incomplete address, we will contact you after the parcel is returned.

A refund may be issued after deducting any non-recoverable carrier fees, customs expenses, return charges, or handling costs incurred because of the refusal or addressing error.