Last Updated: October 7, 2026

At AstraPaws (operated by ASTRA SOLUTIONS LIMITED), customer satisfaction and pet safety are our top priorities. We want you and your pet to love your purchase. If you are not entirely satisfied with your order, we are here to help.

This Refund and Return Policy details your rights and the procedures for returning items, requesting exchanges, or seeking refunds for purchases made on astrapaws.com (the “Site”).

1. OVERVIEW OF OUR RETURN POLICIES

We offer two frameworks for returns and cancellations:

  1. Voluntary 30-Day Return Policy: Available to all global customers for standard voluntary returns.
  2. Statutory Consumer Rights: Mandatory cancellation and refund rights for consumers located in the United Kingdom (UK) and European Union (EU).

Important Note: Nothing in our voluntary policy restricts, excludes, or otherwise limits your non-waivable statutory rights under applicable local consumer protection laws.

2. VOLUNTARY 30-DAY RETURN POLICY (GLOBAL)

For all customers worldwide, we offer a voluntary 30-day return window. You have 30 calendar days from the date of product delivery to request a return.

Eligibility Requirements for Voluntary Returns:

To qualify for a voluntary return under our 30-day policy, your item must meet the following criteria:

  • The item must be unused, unwashed, and in the same condition as received.
  • The item must be free from pet hair, fur, stains, dirt, or odors.
  • The item must be in its original packaging, with all product tags, labels, manuals, and accessories intact.
  • You must provide a valid order number or proof of purchase (e.g., order confirmation email).

3. STATUTORY CANCELLATION RIGHTS (FOR UK & EU CONSUMERS)

If you are a consumer residing in the United Kingdom or the European Union, you hold specific statutory rights under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive:

  • Statutory Right to Cancel: You have the legal right to cancel your purchase contract without providing any reason within 14 calendar days from the day on which you (or a designated third party other than the carrier) acquire physical possession of the goods.
  • 14-Day Return Period: Once you notify us of your decision to cancel, you must return the items to us without undue delay and no later than 14 calendar days from the date on which you communicated your cancellation request.
  • Statutory Refund Timing: We will reimburse all payments received from you for the returned items—including standard delivery costs (excluding any supplementary costs incurred if you selected a premium express delivery method)—without undue delay and no later than 14 calendar days after the day we receive the returned goods back, or (if earlier) 14 days after you provide verifiable proof of return shipment.

4. NON-RETURNABLE AND EXCLUDED ITEMS

For pet health, hygiene, and safety reasons, certain categories of products are excluded from voluntary returns unless they arrive damaged, defective, or incorrect upon receipt:

  • Used Pet Hygiene & Grooming Products: Opened shampoo, pet wipes, nail trimmers, grooming brushes, or teeth cleaning tools that have been opened or used.
  • Chewed or Misused Items: Products damaged as a result of pet chewing, biting, scratching, or improper assembly/use.
  • Personalized or Custom Products: Custom-engraved pet tags, custom collars, or made-to-order apparel.
  • Gift Cards & Downloadable Digital Goods.
  • Final Sale / Clearance Items: Items explicitly marked as “Final Sale” or “Non-Returnable” at the time of purchase (statutory rights under mandatory consumer laws remain unaffected).

5. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

We take great care in packaging and quality control. If your order arrives damaged during transit, defective, or if you received an incorrect item:

  1. Notify Us Immediately: Contact our support team at support@astrapaws.com within 48 to 72 hours of package delivery.
  2. Provide Verification: Please include your order number, a clear description of the issue, and high-resolution photos or videos showing the damaged product, outer packaging, and shipping label.
  3. Resolution: Upon verifying the issue, we will arrange a free replacement shipment or issue a full refund (including all original shipping charges) at no additional cost to you. You will not be required to pay return shipping fees for defective or damaged goods.

6. HOW TO INITIATE A RETURN (STEP-BY-STEP)

Please follow these steps to ensure your return is processed quickly and accurately:

Step 1: Request Return Authorization

Email our customer service team at support@astrapaws.com with the subject line “Return Request – Order #[Your Order Number]”. Specify the item(s) you wish to return and the reason for the return.

DO NOT send items back to the return address printed on the original package or directly to our supplier/warehouse without contacting us first. Returns shipped without prior authorization or a valid Return Merchandise Authorization (RMA) tracking code cannot be identified or refunded.

Step 2: Receive Return Instructions

Our team will review your request within 1 to 2 business days and provide you with detailed return instructions, including the designated authorized return warehouse address and an RMA tracking number.

Step 3: Pack and Ship Your Item

  • Safely pack the item in its original packaging.
  • Include your order confirmation slip or RMA form inside the package.
  • Ship the package using a trackable shipping service (e.g., USPS, Royal Mail, FedEx, DHL, or UPS). We strongly recommend obtaining a tracking number and shipping receipt as proof of dispatch.

7. RETURN SHIPPING COSTS

  • Voluntary Returns (Customer Responsibility): For standard voluntary returns (e.g., wrong size ordered, changed mind, or style preference), the customer is responsible for paying all direct return shipping costs. Shipping fees are non-refundable.
  • Defective, Damaged, or Incorrect Items (AstraPaws Responsibility): If a return is necessary due to our error, product defect, or damage during transit, AstraPaws will provide a prepaid shipping label or fully reimburse reasonable return shipping expenses.

8. EXCHANGES

The fastest way to ensure you get the exact size, color, or product variant you prefer is to follow the return process for your original purchase and place a new order on astrapaws.com once your return request is approved.

9. REFUND PROCESSING AND TIMELINES

A. Inspection and Approval

Once your return package arrives at our designated processing facility, our team will inspect the returned item(s) to confirm eligibility within 2 to 3 business days. We will send you an email notification confirming receipt and whether your refund request has been approved or rejected.

B. Refund Method & Timing

  • Voluntary Returns: Upon approval, your refund will be processed and credited back to your original method of payment (e.g., credit card, PayPal, Apple Pay) within 5 to 10 business days. (Note: Processing times may vary depending on your card issuer or banking institution).
  • Statutory Refunds (UK/EU): Statutory refunds under local mandatory laws will be issued strictly within 14 calendar days of receiving the returned goods or proof of return tracking.

C. Late or Missing Refunds

If you have not received your refund after 10 business days following our confirmation email:

  1. Check your bank account or payment provider balance again.
  2. Contact your credit card company or bank; it may take additional business days before your refund is officially posted to your account statement.
  3. If you have completed these steps and still have not received your refund, please contact us at support@astrapaws.com.

10. CUSTOMS, DUTIES, AND ORIGINAL SHIPPING FEES

  • Original shipping charges paid at checkout are non-refundable for voluntary returns.
  • Any international customs duties, VAT, or import tariffs paid directly to local government authorities upon initial delivery are non-refundable by AstraPaws, as these are collected by local regulatory agencies. You may be able to claim a duty drawback directly through your local customs authority.

11. CONTACT US AND LEGAL DETAILS

For any questions, return requests, or feedback regarding this Refund and Return Policy, please reach out to our customer operations team:

  • Brand Name: AstraPaws
  • Legal Entity Name: ASTRA SOLUTIONS LIMITED
  • Company Registration / CR No.: [Insert Your Hong Kong CR Number]
  • Registered Business Address: [Insert Your HK Registered Address]
  • Customer Support Email: [Insert Email]
  • Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (HKT)