Returns & Refunds
At Awooco, we want you and your pet to be satisfied with every purchase. If you are not completely satisfied, we are here to help.
This Refund Policy explains the conditions under which returns, refunds, cancellations, and related requests may be accepted.
By placing an order on our website, you agree to the terms of this Refund Policy.
Nothing in this Refund Policy limits or excludes any mandatory consumer rights available under applicable law.
1. Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- The return request is submitted within the applicable return period.
- The item has not been used.
- The item has not been worn by a pet.
- The item has not been washed or cleaned.
- The item is free from pet hair, odors, stains, or other signs of use.
- The item remains in its original condition.
- Original tags, accessories, manuals (if applicable), and packaging are included.
Returned items that do not meet these conditions may be rejected or may qualify only for a partial refund, where permitted.
2. Return Window
You may request a return within 30 days after receiving your order.
Requests submitted after the applicable return period may not be eligible for a refund unless required by applicable law.
Please contact our customer support team before returning any item.
Returns sent without prior authorization may experience delays or may not be accepted.
3. How to Start a Return
To request a return, please contact us at:
Please include:
- Your order number;
- The name used for the order;
- A brief description of the issue or reason for the return;
- Photos or videos if the item is damaged, defective, incorrect, or otherwise requires inspection.
Our customer support team will review your request and provide return instructions if your return is approved.
Please do not send products back without first contacting us.
4. Return Conditions
Returned items must be received in a condition suitable for resale.
Items may be rejected if they show evidence of:
- Use by a pet;
- Washing or cleaning;
- Hair, dirt, or odors;
- Damage caused after delivery
- Missing original packaging;
- Missing accessories or components.
We reserve the right to inspect all returned items before approving a refund.
5. Non-Returnable Items
The following items are not eligible for return or refund unless required by applicable law:
- Customized or personalized products;
- Gift Cards;
- Clearance items;
- Final Sale items;
- Products showing signs of use;
- Products that have been washed or cleaned;
- Products containing pet hair, odors, stains, or other hygiene-related conditions;
- Products that cannot be resold for health or hygiene reasons.
For the health and safety of pets, products that have been used or are no longer suitable for resale cannot be accepted.
6. Damaged, Incorrect, or Defective Items
If you receive an item that is:
- Damaged during shipping;
- Defective;
- Incorrect;
- Missing components;
please contact us within 7 days after delivery.
Your request should include:
- Your order number;
- Clear photographs of the product;
- Photos of the shipping package;
- Photos of the shipping label;
- Videos when appropriate.
Providing complete documentation helps us investigate and resolve your request more efficiently.
If your claim is approved, we may, at our discretion:
- Issue a full refund;
- Issue a partial refund;
- Send a replacement component where appropriate;
- Provide another reasonable solution.
7. Lost or Missing Packages
If your tracking information indicates that your package has been delivered but you cannot locate it, please:
- Check around your delivery location;
- Contact household members or neighbors;
- Contact the shipping carrier;
- Contact us for assistance.
Awooco will make reasonable efforts to assist with carrier investigations.
However, we cannot guarantee refunds or replacements for packages confirmed as delivered by the shipping carrier unless otherwise required by applicable law.
8. Carrier Delays
Delivery estimates provided on our website are estimates only.
Shipping delays caused by customs clearance, weather conditions, transportation disruptions, carrier issues, holidays, or other events beyond our reasonable control do not automatically qualify for refunds.
We appreciate your patience when such delays occur.
9. Order Cancellation
Orders may be canceled before they have been shipped.
Once an order has entered processing for shipment or has been shipped, cancellation is no longer possible.
If you no longer wish to keep the product after delivery, you may submit a return request in accordance with this Refund Policy.
10. Exchanges
Awooco does not currently offer direct product exchanges.
If you would like a different size, color, or product, you may:
Request a return if your order qualifies under this Refund Policy; and
Place a new order for the desired item.
Customers are responsible for any applicable return shipping costs.
11. Return Shipping Costs
Unless the return is due to our error (such as receiving an incorrect, defective, or damaged item), customers are responsible for all return shipping costs.
A restocking fee of 25% of the purchase price will be deducted from the refund amount for eligible returns.
Original shipping charges, if any, are generally non-refundable unless otherwise required by applicable law.
For orders that originally qualified for free shipping (for example, orders over USD $99), the actual original shipping cost incurred by Awooco will be deducted from the refund amount.
We recommend using a shipping service that provides tracking information, as Awooco is not responsible for return shipments lost or damaged in transit before they are received.
12. Refused Deliveries and Undeliverable Packages
If a package is returned to us because:
- The customer refused delivery;
- An incorrect or incomplete shipping address was provided;
- The package was unclaimed;
- Delivery could not be completed due to customer-related reasons;
we may deduct any actual costs incurred before issuing a refund.
These costs may include, where applicable:
- Return shipping fees;
- Customs duties or import charges;
- Storage or handling fees;
- Carrier processing fees;
Other reasonable expenses associated with the returned shipment.
If the returned package cannot be recovered from the carrier or local customs authority, a refund may not be available.
13. Inspection Before Refund
All returned products are inspected upon arrival.
Once we receive your returned item, we will verify that it meets the eligibility requirements described in this Refund Policy.
If the returned product:
- Meets all return conditions, your refund will be processed.
- Does not meet the return requirements, we may decline the refund or issue a partial refund where appropriate.
Inspection results are determined in good faith based on the condition of the returned product.
14. Partial Refunds
In certain situations, a partial refund may be issued instead of a full refund.
Examples include, but are not limited to:
- Products returned with damaged packaging;
- Missing accessories or components;
- Products showing minor signs of handling that do not significantly affect resale value;
- 15% restocking fee applies to returns to cover the costs of inspection, processing, and restocking.
- Items returned in a condition different from their original state, but still acceptable at our discretion.
The amount of any partial refund will depend on the condition of the returned item and the costs reasonably incurred.
15. Refund Processing
Once your return has been received and inspected, we will notify you of the outcome of your request.
After we receive and inspect your returned item, refunds will generally be processed within 3–5 business days.
If approved, your refund will be issued to the original payment method used at checkout.
If a discount code or promotional offer was applied to the original order, the refund amount will be calculated based on the discounted purchase price actually paid.
Original shipping charges, if any, are non-refundable.
Actual processing times after we issue the refund may vary depending on your payment provider, financial institution, or card issuer.
16. Refund Method
Refunds will generally be issued to the original payment method used for the purchase.
We are unable to issue refunds to a different payment method unless required by applicable law or approved under exceptional circumstances.
If your original payment method is no longer available, please contact us before requesting a refund so that we can review available options.
17. Chargebacks and Refund Fraud
We encourage customers to contact us directly before initiating a payment dispute or chargeback.
Most issues can be resolved more quickly through our customer support team.
If a chargeback or payment dispute is initiated, we may provide relevant information to the payment provider or financial institution, including:
- Order details;
- Payment confirmation;
- Shipment tracking information;
- Delivery confirmation;
- Customer communications;
- Other supporting documentation.
We reserve the right to deny future purchases or suspend customer accounts where there is evidence of fraudulent activity, abuse of our refund process, or repeated misuse of payment dispute procedures, to the extent permitted by applicable law.
Nothing in this section limits any rights you may have under applicable consumer protection laws.
18. Repeated Returns
To protect all customers and maintain a fair shopping experience, Awooco reserves the right to review accounts that demonstrate unusually frequent return activity.
Where there is evidence of repeated abuse of our return process, excessive return requests, or conduct inconsistent with the intended purpose of this Refund Policy, we may limit future returns or refuse future orders, where permitted by applicable law.
This provision is intended to prevent abuse and does not affect the rights of customers making legitimate return requests.
19. Goodwill Resolution
At Awooco, we understand that every situation is unique.
Although certain requests may not strictly qualify for a return or refund under this Refund Policy, we may, at our sole discretion, offer an alternative solution when appropriate.
Such solutions may include:
- A partial refund;
- Store credit (if offered);
- A replacement item or replacement part;
- Other reasonable resolutions based on the specific circumstances.
Any goodwill resolution is provided voluntarily and does not create an ongoing obligation or establish a precedent for future requests.
20. Changes to This Refund Policy
We may update this Refund Policy from time to time to reflect changes in our business operations, legal requirements, or customer service practices.
When updates are made, we will revise the "Last Updated" date at the top of this page.
The updated version will apply to orders placed after the effective date of the revised policy.
21. Contact Us
If you have any questions about this Refund Policy or need assistance with a return or refund request, please contact us.
Awooco
Email: support@awooco.com
Our customer support team will make reasonable efforts to respond to your inquiry as promptly as possible and help you find an appropriate solution.