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Refund policy

Return & Refund Policy

At PawSwing, your cat’s comfort and your satisfaction are our top priorities. We understand that every cat has a different personality, and some cats may need time to become familiar with a new product.
Our team is always happy to provide adjustment tips and support. If PawSwing still isn’t the right fit for your cat, we offer a 90-day return window to make your decision easier.

1. 90-Day Return Window

You may request a return within 90 days from the date your order is delivered.
Since cats often need time to explore and adapt to a new product, we recommend giving your cat a trial period to become comfortable with PawSwing before making a final decision. Our support team is always available to help with the adjustment process.

2. Refund Eligibility

A. Unopened Items — Full Refund

If the product remains completely unopened:
  • The inner and outer packaging must be intact and undamaged.
  • Please provide photo verification showing the unopened package before returning.
Return shipping costs will be covered by PawSwing.

B. Opened Items — Refund Minus Return Shipping

If the product packaging has been opened, we still honor returns within the 90-day window.
The refund amount will be calculated as follows:
Refund Amount = Product Price - Return Shipping Cost (if applicable)

C. Non-Returnable Items

Returns cannot be accepted for:
  • Damage caused by improper use, including drops, exposure to fire, or water damage to electronic components.
  • Opened consumable items, such as desiccants or deodorizers.
  • Customized products, including personalized engravings or portraits.
  • Items marked as “Final Sale” or “Clearance” at the time of purchase.
  • Products purchased through third-party sellers (please contact the original seller for their return policy).


3. Return Shipping Options

We understand that returning a large product can be costly. To make the process easier, PawSwing provides official return shipping options whenever available, helping you to avoid the higher costs that may come with arranging a return shipment independently.
Please contact our support team prior to sending your package, and we’ll guide you through the available options for your region.

Option A: PawSwing Official Return Label

Where available, we can provide an official PawSwing return shipping label at a discounted rate, which is typically lower than standard retail shipping costs.
Model
Shipping Cost
PawSwing Neo
30USD
PawSwing Neo Plus
35USD
PawSwing Pro
40USD
Note:
  • This official return service is currently unavailable in the UK , Asia and the Middle East .
  • Products in the Lifestyle & Gifts category are eligible for returns only if they are unopened and must be returned using self-shipping.

Option B: Self-Shipping

You may choose the preferred carrier of your choice.
Requirements before shipping:
  1. Contact our support team to receive the correct warehouse return address.
  2. Send us the tracking number shortly after shipment.
Please do not send packages without prior registration, as our warehouse may not be able to identify or process unregistered returns.

4. How to Initiate a Return

  1. Contact Us:
Email： support@pawswing.com
Phone：+130 7461 5394
  1. Our team will review your request within 1–2 business days.
  2. Pack your product securely:
  • Please use the original packaging whenever possible.
  • If the original packaging is unavailable, use a box with similar dimensions and sufficient protection.
Recommended package sizes:
Model
Package Size
PawSwing Neo
49*19*49cm
PawSwing Neo Plus
50*20*63cm
PawSwing Pro
48*23*72cm
For returns using PawSwing’s official shipping label, additional shipping charges caused by significantly oversized packaging may be deducted from the refund.

5. Refund Processing

Once your return arrives, our team will inspect the product within 5 business days.
Refund calculation:
Refund Amount = Product Price - Return Shipping Cost (if applicable) Refund Processing:
Approved refunds will be issued to your original payment method within 10 business days.
Note: Original shipping fees charged at checkout are non-refundable because they have already been used to cover delivery costs.

6. Warranty & Product Support

In addition to our 90-day return policy, all products purchased through PawSwing's official sales channels are covered by a 1-year warranty, starting from the date your order is delivered.
If you encounter any functional issues with your product during the warranty period, please contact our support team at support@pawswing.com. We'll help troubleshoot the issue and provide the appropriate support as quickly as possible.
To help us assist you faster, please include your order number whenever possible. If you can't find it, simply contact us using the email address you used to place your order, and we'll help locate your purchase records.