🚨 NOTICE: Due to heavy snow and rain damage at our warehouse, orders are delayed until mid-March. Cannot wait? Contact service@paw-swing.com for a full refund.

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Refund policy

Return & Refund Policy

At PawSwing, we are committed to you and your cat’s satisfaction. We understand that sometimes a product may not be the perfect fit. Because the PawSwing Cat Groomer is a large, automated, and heavy device, our return policy is designed to be transparent about eligibility and shipping costs.

1. 90-Day Worry-Free Return Window

We know that cats can be cautious and often need time to adapt to new devices. It typically takes about 20 days for a cat to get used to the groomer.

To ensure you have enough time to try it out without stress, we offer an extended 90-day return window from the date you receive your item.

2. Refund Eligibility & Condition

To determine your refund amount, please check which category your item falls into.

A. Brand New & Unopened (100% Refund of Product Price)

  • Condition: The box is sealed, unopened, and the product is completely unused.
  • Refund: Full refund of the product purchase price.

B. Open Box / Lightly Used (Partial Refund)

  • Condition: The product has been opened, assembled, or used for the trial period.
  • Requirement: The item must be cleaned thoroughly before return. Items with visible dirt, heavy cat hair, litter, or odors will be rejected or subject to a higher cleaning fee.
  • Restocking Fee: A 15% - 20% restocking fee will be deducted from the refund.
    (Why a fee? As a pet hygiene product, opened items require rigorous inspection, deep cleaning, and sterilization before they can be refurbished. This fee covers these labor and material costs.)

C. Non-Returnable Items

  • Damaged by User: Items with physical damage (scratches, bites, broken parts) caused by pets or misuse.
  • Hygiene Consumables: Shampoos, grooming wipes, or conditioners that have been opened.
  • Customized Items: Personalized engravings or portraits.
  • "Final Sale" Items: Items explicitly marked as "Clearance" or "Final Sale" at the time of purchase.

3. Return Shipping Costs (Transparency Policy)

Customers are responsible for return shipping costs.
The PawSwing Groomer is a bulky item, and standard retail shipping can be very expensive. We offer two options to handle this:

Option A: PawSwing Discounted Label (Recommended)

To save you money, we provide prepaid return labels using our commercial carrier rates. These are typically 70-80% cheaper than what you would pay at a post office. The cost of the label is deducted from your final refund—no upfront payment is required.

🇺🇸 US Return Rate Chart
We determine the rate based on the first digit of your Zip Code (distance from our California warehouse):

Your Zip Code Starts With Region Deduction Amount
8, 9
(e.g., 90210, 89101) 		West Coast
(Closest to CA Warehouse) 		$30.00
5, 6, 7
(e.g., 60601, 75001) 		Central / Midwest $35.00
0, 1, 2, 3, 4
(e.g., 02110, 10001) 		East Coast / South
(Furthest from Warehouse) 		$40.00

Note: Zip codes starting with 0-4 represent the furthest zones from our facility, incurring the highest logistics cost. This chart applies to the contiguous United States only.

Option B: Self-Shipping

You may choose to ship the item back using a carrier of your choice (UPS, FedEx, DHL).

  • Warning: Retail shipping rates for a package of this size/weight often range from $80 - $130.
  • Requirement: You must email us a valid tracking number immediately after shipping. We are not responsible for lost packages sent via self-shipping.

4. How to Initiate a Return

  1. Contact Us: Email service@paw-swing.com with your Order # and a photo of the item’s condition.
  2. Get Approval: We will review your request within 24 hours.
    • If choosing Option A: We will email you the printable Shipping Label.
    • If choosing Option B: We will provide the specific warehouse address for your region.
  3. Pack: Disassemble the device and pack it in the original packaging or a sturdy box of similar size with ample cushioning.
  4. Ship: Drop the package off at the designated carrier or arrange a pickup.

5. Refunds

  • Inspection: Once received, our team will inspect the item within 3-5 business days.
  • Calculation:
    Total Refund = Product Price - Label Fee (if used) - Restocking Fee (if applicable)
  • Payout: Approved refunds are processed to your original payment method within 10 business days.

6. Warranty & Defects

If your unit arrives damaged or stops working due to a manufacturing defect, do not return it.

  • Global 1-Year Warranty: We cover replacement parts or full unit replacements for manufacturing defects.
  • Action: Contact service@paw-swing.com for troubleshooting and warranty support.