Below is the complete English version. It follows the company requirements and keeps the same timelines used in the Pawreluna FAQ and other policies. The Aurexona policy was used only as a structural reference.

Return & Refund Policy

At Pawreluna, we want every purchase to arrive as expected and provide a comfortable, considered addition to the home you share with your pet. This Return & Refund Policy explains how to request a return, report an order issue, and receive an eligible refund or replacement.

This policy applies to purchases made directly through Pawreluna.com. Purchases made through another retailer or marketplace must be handled according to that seller’s return policy.

1. Return Window

You may request a return within 30 calendar days after confirmed delivery of your order.

To meet the return window, you must contact us at service@pawreluna.com within those 30 calendar days. Sending an item back without first contacting us does not constitute a valid return request.

Submitting a request within the return window does not automatically guarantee approval. The item must also meet the applicable eligibility requirements described below.

2. How to Request a Return

Before sending any item back, please email service@pawreluna.com and provide:

• Your full name;

• Your order number;

• The email address used to place the order;

• The product you wish to return;

• The reason for the return;

• Clear photos or videos when the item is damaged, defective, incorrect, incomplete, or materially different from what was ordered; and

• Any other information reasonably needed to review the request.

Our support team will review the information and confirm whether the item is eligible for return. If the return is approved, we will provide the applicable return instructions and the correct return warehouse address.

Please do not ship an item before receiving return authorization from us.

3. Return Eligibility

For a preference-based return, including a change of mind, incorrect size or model selection, or a product that is no longer wanted, the item must generally be:

• Unused and not used by a pet;

• Unwashed and unaltered;

• Free from pet hair, odors, stains, dirt, scratches, or other signs of use;

• In its original condition;

• Returned with all components, accessories, inserts, instructions, and other materials originally supplied;

• Returned in its original packaging where reasonably possible; and

• Accompanied by valid proof of purchase from Pawreluna.com.

You may carefully inspect an item after delivery. However, handling that goes beyond what is reasonably necessary to inspect the product may affect return eligibility or the refundable amount where permitted by applicable law.

Because pet beds and similar resting products may come into direct contact with animals, products that have been used by a pet, washed, stained, or exposed to pet hair or odors generally cannot be accepted as preference-based returns for hygiene reasons.

These condition requirements do not limit your right to contact us about an item that arrived damaged, defective, incorrect, incomplete, or materially different from its description.

4. Items That Cannot Be Returned

Unless required otherwise by applicable law, the following items may not qualify for preference-based returns:

• Personalized, customized, or made-to-order products;

• Gift cards;

• Items clearly marked as “Final Sale” or “Non-Returnable” before purchase;

• Hygiene-sensitive pet products that have been used, washed, stained, or exposed to pet hair or odors;

• Items damaged through misuse, improper care, improper assembly, accidents, unauthorized modification, or failure to follow product instructions;

• Products showing excessive wear or damage caused after delivery, including damage caused by chewing, scratching, or other pet activity; and

• Items not purchased directly from Pawreluna.com.

A non-returnable designation does not remove any rights you may have when an item is defective, damaged in transit, incorrectly supplied, or otherwise protected under applicable consumer law.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If your item arrives damaged, defective, incorrect, incomplete, or materially different from the product ordered, contact service@pawreluna.com as soon as possible. Your message should include:

• Your order number;

• A description of the issue;

• Clear photos or videos showing the product and the issue;

• Photos of the outer and inner packaging;

• A photo of the shipping label; and

• Details of any missing parts, where applicable.

Please keep the item and its packaging while we review the claim. Do not discard, repair, alter, or return the product unless instructed to do so by our support team.

If we confirm that the item was damaged, defective, incorrect, incomplete, or materially different from the order, Pawreluna will provide an appropriate solution at no additional cost to you. Depending on the circumstances and product availability, this may include:

• Sending a replacement item;

• Sending a replacement component;

• Providing an approved refund;

• Arranging an appropriate return method; or

• Offering another reasonable resolution agreed with you.

Damage resulting from normal wear, improper assembly, misuse, accidents, failure to follow care instructions, or damage caused after delivery by a person or pet is not normally considered a product defect.

6. Return Authorization and Return Address

Approved returns must be sent only to the return address provided by Pawreluna’s support team.

Our registered business address is not our return warehouse and may not be able to receive or process returned merchandise. Do not send returns to the registered business address shown in this policy.

After approving your request, we will provide:

• The correct return warehouse address;

• Any applicable return authorization information;

• Packaging or labeling instructions, where necessary; and

• Any other instructions required to complete the return.

Returns sent without authorization, sent cash-on-delivery, or sent to an address other than the approved return address may be rejected or may experience significant processing delays.

7. Preparing and Sending an Approved Return

When returning an approved item:

1. Pack the item securely to prevent damage during transportation.

2. Include all original components, accessories, instructions, and packaging required for the return.

3. Follow the return instructions provided by our support team.

4. Clearly include any return authorization or order information requested.

5. For a self-arranged preference return, use a trackable shipping method and retain the shipping receipt and tracking number until the return is completed.

Pawreluna cannot complete the inspection or issue a return-based refund until the returned merchandise has been received at the authorized return location.

8. Return Shipping Costs

Preference-Based Returns

For returns caused by a change of mind, an incorrect customer selection, or another reason not caused by Pawreluna, the customer is responsible for the return shipping cost.

Any original outbound shipping charge is generally non-refundable for a preference-based return unless applicable law requires otherwise.

Damaged, Defective, Incorrect, or Incomplete Items

If Pawreluna confirms that an item was damaged, defective, incorrect, incomplete, or materially different from the order, we will provide an appropriate return or resolution method at no additional cost to you.

Depending on the circumstances, we may provide a prepaid return label, arrange another return method, reimburse a reasonable pre-approved return expense, send a replacement, or resolve the issue without requiring the item to be returned.

Please do not purchase return shipping for a merchant-error claim unless Pawreluna has instructed you to do so. Unapproved shipping expenses may not be reimbursable.

9. Return Inspection

After an approved return reaches the authorized return location, we will inspect the item to verify its condition and confirm that it matches the approved request.

We may contact you if:

• The returned item differs from the item identified in the request;

• Components or accessories are missing;

• The item shows signs of use, washing, alteration, or damage not reported in the request;

• The package contains an item not purchased from Pawreluna; or

• Additional information is reasonably needed to complete the review.

If permitted by applicable law, a refund may be reduced to reflect missing components or a loss in value caused by handling or use beyond what was reasonably necessary to inspect the product. If a deduction applies, we will explain the reason.

10. Refund Method and Timing

Once an eligible returned item has been received and inspected, Pawreluna will issue the approved refund to the original payment method within 5 business days.

We will send a confirmation to the email address associated with the order after the refund has been issued.

After Pawreluna issues the refund, your bank, card issuer, digital wallet provider, or other payment institution may require an additional 5–10 business days to post the funds to your account. This additional posting period is controlled by the payment provider and is outside Pawreluna’s direct control.

Refunds are normally issued only to the original payment method. We cannot redirect a refund to a different card, bank account, or unrelated payment account.

For purchases made using a discount or promotional code, the refund will be based on the amount actually paid for the eligible returned item.

11. Late or Missing Refunds

If you have received a refund confirmation but the funds have not appeared:

1. Allow the additional 5–10 business-day payment-provider processing period.

2. Check the original payment account used for the purchase.

3. Contact your card issuer, bank, or payment provider to ask whether the refund is pending.

4. If the provider cannot locate the refund after the applicable processing period, contact service@pawreluna.com with your order number.

We will review the available transaction information and assist you where reasonably possible.

12. Exchanges

Exchange availability depends on current inventory and product availability.

If you would like a different product, size, color, or model, contact us before returning the original item. In many cases, the most reliable option is to:

1. Request a return for the eligible original item;

2. Receive return approval and follow the provided instructions; and

3. Place a new order for the preferred item.

This approach helps avoid delays or inventory changes while an exchange is being processed.

If an exchange is required because Pawreluna confirmed that the original item was damaged, defective, incorrect, or incomplete, we will provide the appropriate replacement instructions at no additional cost to you.

13. Order Cancellations

If you need to cancel an order, contact service@pawreluna.com as soon as possible after placing it.

Orders are generally processed within 1–3 business days after payment confirmation, so cancellation requests should be submitted promptly.

We will make reasonable efforts to accommodate the request, but cancellation cannot be guaranteed once order processing, fulfillment, shipment preparation, or dispatch has begun.

If an order can no longer be canceled, you may request an eligible return after delivery in accordance with this policy.

14. Refused or Undeliverable Packages

Please do not refuse a delivery or send a package back without first contacting us.

Packages refused without authorization or returned as undeliverable may require additional review before a refund can be considered. Costs caused by an incorrect or incomplete shipping address supplied by the customer may be deducted where permitted by applicable law.

If a delivery problem occurs, contact service@pawreluna.com so that we can review the shipment and provide the appropriate instructions.

15. Fair Use and Fraud Prevention

Return requests may be declined where there is reasonable evidence of fraud, policy abuse, item substitution, falsified documentation, or repeated misuse of the return process.

Nothing in this section limits any mandatory rights available to customers under applicable consumer protection law. Pawreluna will review each return request fairly and based on the available order and product information.

16. Applicable Consumer Rights

This policy is intended to provide a clear and practical return process. It does not exclude, restrict, or replace any mandatory rights or remedies that cannot legally be limited under the laws applicable to your purchase.

Where applicable law provides stronger consumer protections than this policy, those legal protections will apply.

17. Contact Information

For questions about a return, refund, exchange, cancellation, or order issue, contact:

Email: service@pawreluna.com
Website: Pawreluna.com

Store operator:
Chaozhou Yuanlin Trading Co., Ltd.

Registered business address:
No. 13-2, Daxiang Road, Baolong Village
Anbu Town, Chao'an District
Chaozhou, Guangdong, China

Important: This registered business address is not a return warehouse. Please contact us and obtain authorization and the correct return address before sending any merchandise.