Return & Exchange Policy

1. Return Window

You may request a return or exchange within 30 days after your order has been delivered.

If more than 30 days have passed, we may be unable to accept the request unless required by applicable law or separately approved by us based on the actual situation.

2. Return and Exchange Eligibility

We understand that sometimes a product may not meet expectations. In general, to be eligible for a return or exchange, the item should meet the following requirements:

• The request is submitted within the return window;
• The item is unused, or has only been handled as reasonably necessary to inspect the product;
• The item remains in its original condition and has not been damaged due to improper use, improper installation, improper cleaning, improper handling, or abnormal wear;
• The item has no visible pet hair, stains, odor, scratches, bite marks, tears, breakage, or other signs of use that may affect resale condition;
• All parts, accessories, and included components are returned together with the item, including but not limited to straps, buckles, connectors, hooks, storage bags, instructions, free gifts, and similar items;
• The original packaging is included where reasonably possible;
• The returned item matches the item and reason described in the approved request.

Because pet travel and in-car products may directly contact pets, vehicle seats, seat belt interfaces, vehicle floors, or other personal-use environments, all return and exchange requests are reviewed individually to protect hygiene, safety, and resale conditions. Approval must be obtained before sending any item back.

3. How to Request a Return or Exchange

If you would like to request a return or exchange, please contact us at info@pawguardauto.com within the applicable return window.

To help us review your request as quickly as possible, please provide:

• Your order number;
• The product name;
• The reason for the return or exchange request;
• If the item is incorrect, damaged, defective, not as expected, or has issues with installation, fastening, buckles, zippers, stitching, anti-slip layers, or similar parts, please provide clear photos or videos of the product, packaging, shipping label, and the relevant issue area.

After receiving your request, we will review it and respond by email. If the request is approved, our email will include the return address and detailed next-step instructions.

4. Please Wait for Approval Before Returning Items

Please do not send items back without first contacting us and receiving approval.

Unauthorized returns, items sent to the wrong address, or items returned without following our instructions may be delayed, refused, or no longer eligible for refund or exchange processing.

5. Situations Where Returns or Exchanges May Not Be Accepted

We may be unable to accept a return or exchange in the following situations:

• The request is submitted after the return window has passed;
• The item has been used, installed, washed, altered, damaged, or is no longer in a condition suitable for return;
• The item has visible pet hair, stains, odor, scratches, bite marks, tears, breakage, or other signs of use;
• Parts, accessories, instructions, free gifts, original packaging, or other included items are missing;
• The returned item does not match the approved request or the original order;
• The item was damaged after delivery due to misuse, improper installation, improper fastening, improper cleaning, improper storage, improper assembly, or other external causes;
• The item is not suitable for resale due to pet scratching, biting, pulling, waste contamination, strong odor, or other hygiene issues after use;
• The order could not be delivered normally or was returned due to an incorrect or incomplete address provided by the customer;
• The package was refused, unclaimed, or otherwise affected because the recipient did not cooperate with the carrier.

6. Incorrect, Damaged, or Defective Items

If you receive the wrong item, or if the item arrives damaged or defective, please contact us within a reasonable time after delivery.

Please provide your order number and clear photos or videos of the product, packaging, shipping label, and the issue area so that we can properly review the problem.

For pet travel and in-car products, if there are issues with pet car seat covers, seat belt connectors, fastening buckles, zippers, clips, stitching, anti-slip layers, barrier structures, storage components, or other functional parts, please contact us before use or as soon as you notice the issue.

After review, we may provide a replacement, exchange, replacement parts, partial refund, full refund, or another suitable solution depending on the actual situation.

7. Exchanges

Exchanges are generally available in the following situations:

• We sent the wrong item;
• The item arrived damaged or defective;
• The item has a manufacturing or material issue confirmed by our review;
• We approve another exchange request based on inventory availability and the specific circumstances.

If the replacement item you want is out of stock, we may suggest another solution or handle the matter according to our Refund Policy where appropriate.

8. Return Shipping Costs

If a return or exchange is caused by our error, such as sending the wrong item, or if the item is damaged or defective after review, we may cover the return shipping cost or provide another suitable return solution.

For other approved return or exchange situations, return shipping costs and related fees are usually the responsibility of the customer, unless otherwise required by law or expressly agreed by us.

9. Inspection After Return

After receiving the returned item, we will inspect it before completing the refund or exchange process.

Please note that approval of a return request does not automatically guarantee a full refund or exchange. If the returned item has been used, is incomplete, damaged, contains pet hair, stains, odor, scratch or bite marks, missing accessories, or differs materially from the approved request, we may reduce the refund amount, refuse the exchange, or reject the return where appropriate.

10. Refunds for Approved Returns

If your approved return qualifies for a refund, the refund will be handled according to our Refund Policy.

Original shipping fees are generally non-refundable unless the return is caused by our error or otherwise required by law.

11. Processing Time

After we receive and inspect the approved returned item, we will process the next step within a reasonable time.

Actual processing time may vary depending on transit time, item condition, replacement item availability, and payment service provider processing time if a refund is involved.