Return Policy Page
1. Return/Refund Request
1.1 According to the terms and conditions and service terms of this refund and return policy, the buyer may apply for the return of the purchased item ("Item") and/or refund before the expiration of the Pawmall warranty period. Service Terms.
1.2 Pawmall Guaranty is a service provided by Pawmall at the request of users, aimed at helping them handle certain conflicts that may arise during the transaction process. Users can privately communicate with each other to resolve differences, or contact relevant local departments to help them resolve any disputes before, during, or after using Pawmall protection.
2. Return application
2.1 Buyers can only apply for refunds and/or returns under the following circumstances:
The buyer did not receive the item;
The item is defective and/or damaged at the time of delivery;
The received goods are incomplete (lacking quantity or accessories);
The seller has delivered items that do not meet the agreed specifications to the buyer (such as incorrect dimensions, colors, etc.);
There is a significant difference between the items delivered to the buyer and the description provided by the seller in the item list;
The received product is a counterfeit product * *;
The received items have physical damage (such as dents, scratches, and breakage);
Received items with defects (such as malfunctions, inability to work as expected);
Through a private agreement with the seller, the seller must send his/her confirmation to Pawmall to confirm the agreement; perhaps
Change your mind*
*The change of mind return policy only applies to certain categories and is limited to certain sellers.
**The return policy for counterfeit goods only applies to Pawmall sellers.
2.2 The buyer's application must be submitted through the Pawmall mobile application.
2.3 Pawmall will review each buyer's application on a case by case basis and make its own decision on whether the buyer's application is successful.
2.4 Please note that if requested by Pawmall, the buyer must ship the goods to the location designated by Pawmall within ten (10) calendar days after submitting the return request.
2.5 cgwlcms will decide at its own discretion whether to approve your refund and return request. The buyer acknowledges and agrees that Pawmall's decision is final, conclusive, and binding, and undertakes and agrees not to file any lawsuit or other claim against Pawmall or its affiliates regarding this decision.
2.6 If the buyer has filed a legal lawsuit against the seller, the buyer may provide Pawmall with formal notice from the relevant authorities requesting Pawmall to continue holding the purchase amount until a formal ruling is made. Pawmall will have full discretion to determine whether it is necessary to continue holding such purchase payments.
3. Rights of Priority Sellers
3.1 If you are the preferred seller, you should have received a separate written notice from Pawmall notifying you of your choice to participate in the Pawmall Preferred Seller Program. If you decide at any time not to participate in the Pawmall Preferred Seller Program, please notify Pawmall in writing; Otherwise, you will be deemed to have chosen to continue participating in the Pawmall Preferred Seller Program and agree to the terms and conditions specified in this refund and return policy. Pawmall may, at its discretion, suspend or remove any preferred seller from the Pawmall Preferred Seller Program at any time.
3.2 Pawmall's decision to approve a refund or return in accordance with Section 2 above shall be binding on the relevant preferred seller. The preferred seller agrees to comply with and do all necessary things to validate the buyer's refund or return request and obtain approval from Pawmall.
3.3 For any refund or return requests approved by Pawmall, Pawmall will notify the preferred seller via email ("email notification") and organize the delivery of the returned items to the address provided by the relevant preferred seller in writing to Pawmall to complete the refund and return process, as long as the address is located in the country/region listed on the website for sale of the relevant goods ("local address"). If the preferred seller fails to provide a local address for the returned item or otherwise fails to accept the return within a reasonable time (as determined by Pawmall), Pawmall reserves the right to dispose of such item in any way it deems appropriate, and the preferred seller shall be deemed to have lost all rights to the item. If the preferred seller has not received the returned item, they must notify Pawmall within seven (7) days after receiving the email notification (the "Notification Period"). Failure to notify Pawmall within the notification period will be conclusive evidence and result in the preferred seller accepting the delivery of the item, and the preferred seller agrees not to make any claims or disputes regarding any such item.
3.4 Despite the above provisions, Pawmall may, in its sole discretion, not return the goods approved for refund or return to the preferred seller, and the preferred seller shall be deemed to have lost all rights to the goods.
3.5 For any refund or return rejected by Pawmall after receiving the relevant goods, Pawmall will organize the delivery of the goods to the address of the relevant buyer in accordance with Article 2 above.
3.6 If Pawmall approves any refund or return request, the preferred seller may appeal the decision by contacting Pawmall and providing evidence to support the appeal. If Pawmall supports the preferred seller's appeal, it will pay all or part of the purchase price to the preferred seller. The Preferred Seller acknowledges and agrees that Pawmall's decision is final, conclusive, and binding, and undertakes and agrees not to file any lawsuit or other claim against Pawmall or its affiliates regarding this decision.
4. Rights of ordinary sellers
4.1 For the purpose of this refund and return policy, ordinary sellers refer to sellers who are not mall sellers or preferred sellers.
4.2 When Pawmall receives a request for return and/or refund from the buyer, Pawmall will notify the seller in writing. The seller may respond to the buyer's request by following the steps provided by Pawmall in the written notice. The seller must respond within the time frame specified in the written notice (the "specified period"). If Pawmall does not receive a message from the seller within the specified period, Pawmall will assume that the seller has not responded to the buyer's application and will continue to evaluate the buyer's application without further notice to the seller. Pawmall will review each seller's response on a case by case basis and decide on its own whether the buyer's application may be successful in the circumstances described by the seller.
5、 Return and exchange situation
5.1 In order to enjoy a worry free experience during return, the buyer shall ensure that the item, including any free items such as accessories provided with the item, must be returned to the seller in the state received by the buyer at the time of delivery. We will suggest that buyers take photos after receiving the goods.
6. Return Freight Liability
(a) In the event of unforeseeable errors by the seller (i.e. delivery of damaged, defective or incorrect items to the buyer), the seller will bear the buyer's return shipping cost.
(b) If the buyer changes their mind, they should obtain the seller's consent before returning the goods, and the buyer should bear the return shipping cost.
(c) In the event of a dispute between the buyer and seller regarding the responsible party for the return shipping fee, Pawmall will decide on the party responsible for the return shipping fee.
7. Refund
7.1 The buyer will only receive a refund after Pawmall receives confirmation from the seller that the seller has received the returned item. If Pawmall does not receive a response from the seller within the specified time, Pawmall will have the right to refund the applicable amount to the buyer without further notice to the seller. The refund will be returned to the buyer's credit/debit card or designated bank account, whichever is applicable.
8. Communication between buyer and seller
8.1 Pawmall encourages users to communicate with each other when problems arise during transactions. As Pawmall is a platform for users to conduct transactions, buyers should directly contact the seller to resolve any issues related to the purchased goods.
Last update: August 2, 2022
