Refund policy
Pre-Order Notice — Please Read Before Purchasing
This product is available on a Pre-Order basis. This means your item is not yet in stock — it will be manufactured after your order is placed.
By completing your purchase you confirm that you have read and accepted the following:
- ✅ This is a Pre-Order — your item is not yet manufactured
- ✅ Production begins after your order is confirmed
- ✅ Estimated production + delivery time: 8–11 business days
- ✅ You will receive a shipping confirmation with tracking once your order is dispatched
You may cancel your Pre-Order free of charge before production has started. Once production has begun, cancellation requests will be handled as a return under the policy below.
For any questions about your Pre-Order status, contact us at info@thegingerpaws.com before opening any dispute or chargeback with your bank.
Return Policy
We have a 90-day return policy, which means you have 90 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at info@thegingerpaws.com. If your return is accepted, we’ll send you the return address and instructions on how to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective or incorrect. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item. Original shipping costs are non-refundable.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. In these cases, return shipping is covered by us.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), products personalized with the customer’s own text, names or images, and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, and you’ll need the receipt or proof of purchase. When exercising this right, the customer bears the direct cost of returning the goods.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@thegingerpaws.com.