Paw Breeze

Returns & Exchanges

We want your dog’s new essentials to feel just right. The following policy applies to purchases made directly through the Paw Breeze website in Malaysia and Singapore.

Seven-day returns and size exchanges

For a change of mind or a different size, contact us within 7 calendar days of receiving your order. You may request a return for a refund or a size exchange. Items must be unused, unwashed and in their original condition, with tags and original product packaging intact.

A brief, careful indoor fitting is welcome. Keep tags attached and protect the item from dirt, pet hair, odours and damage. Shoes must have clean, unworn soles and all pieces supplied in the set must be returned. Items worn on walks or otherwise used are not eligible for a change-of-mind or sizing return.

How to request a return

Email pawbreezebiz@gmail.com with your order number, the item and your reason for returning it. For an exchange, include your preferred size.
We will confirm eligibility and provide the return address and instructions. Please contact us before sending anything back; the address on a parcel label may not be our return address.
Pack the item securely and use a tracked delivery service. Keep your proof of postage and share the tracking details with us.

Exchanges depend on stock availability. If the requested size is unavailable, we will discuss a refund or another suitable option with you.

Return and exchange delivery costs

For a change of mind or a size selected incorrectly, you pay the return delivery cost and, for an exchange, the delivery cost of the replacement. We will confirm the replacement delivery charge before arranging it. Original delivery charges are not refunded for these returns. No restocking fee is charged.

Singapore customers should contact us before posting a return so we can provide the correct address and cross-border instructions. Any taxes or fees paid directly to a courier or authority are handled through that provider’s refund process.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or different from what you ordered, please contact us as soon as you notice the issue. Include your order number and, where possible, photos of the item and packaging. This helps us resolve the issue; an unboxing video is not required.

We will assess the issue and arrange an appropriate remedy, such as a replacement or refund, in line with applicable consumer law. For a confirmed faulty, damaged-on-arrival or incorrect item, we cover reasonable return delivery costs and any replacement delivery costs. Please contact us first so we can arrange the return.

The seven-day window and unused-item conditions apply to change-of-mind and sizing requests. They do not limit your statutory rights for faulty, misdescribed or otherwise non-conforming goods. Normal wear, chewing damage and damage caused by misuse are not product faults.

Refunds

Once the return has been received and inspected, we will let you know the outcome. Approved refunds are issued to the original payment method for the amount paid for the returned item, including the effect of any discounts. Your bank or payment provider determines when the credit appears. Where consumer law requires a different refund or remedy, those rights take priority.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. We can assist before dispatch where possible. Once dispatched, the applicable return process applies.