30-Day Return Policy
You have 30 days from the date you receive your item to request a return.
Eligibility for Returns
To be eligible for a return:
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The item must be returned in the same condition in which it was received and must be suitable for resale.
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The original packaging, manuals, accessories, and all included components must be returned with the item.
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A receipt, order number, or other proof of purchase is required.
These condition requirements do not apply when an item is returned because it arrived defective, damaged, or incorrect.
Return Process
To request a return, contact us at support@pawliecare.com within 30 days of receiving your item. Please include your order number, the reason for the return, and photos or video when relevant.
If your return is approved, we will provide return instructions and the authorized return address. Returns sent without prior authorization will not be accepted.
Please do not send your return to our registered business address or the address shown on the original package unless instructed to do so.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery. If your item is defective, damaged, or incorrect, contact us within 30 days of receiving it.
Please provide your order number and clear photos or video showing the issue. After verification, we will arrange a replacement or full refund at no additional cost to you. Return shipping and related fees will be covered by us when a return is required.
Return Shipping and Fees
Defective, Damaged, or Incorrect Items
We will cover the authorized return shipping costs and related fees.
Non-Defective Returns
For returns due to a change of mind or another non-defective reason:
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The customer is responsible for return shipping costs.
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A 15% restocking fee will be deducted from the refund.
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The restocking fee is calculated based on the amount paid for the returned product after any discounts.
Do not return an item using a collect-on-delivery service or another unauthorized shipping method.
Exchanges
To request an exchange, contact support@pawliecare.com within 30 days of receiving your order.
For defective, damaged, or incorrect items, we will arrange an eligible replacement at no additional cost.
For other exchanges, product availability, price differences, return shipping costs, and any applicable restocking fee will be confirmed before you return the item.
Non-Returnable Items
For hygiene and safety reasons, opened or used masks, nasal tubes, nasal cannulas, tubing, and other personal-contact consumable accessories cannot be returned unless they are defective, damaged, or incorrect.
Accessories originally included with a machine must be returned together with the machine. Returns with missing accessories, manuals, or included components may be rejected or subject to deductions based on the missing items.
Return Locations
The authorized return location depends on the product and delivery destination.
Returns from the United States and Canada may be directed to an authorized U.S. return facility. Returns from other countries may be directed to an authorized regional facility or the original fulfillment location.
The correct return address will be provided in the return approval email. Do not send an item to any address before receiving return authorization.
Refunds
Once we receive and inspect your return, we will notify you whether the refund has been approved.
If approved:
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Your refund will be issued to your original payment method within 3–5 business days.
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Please allow additional time for your bank or credit card provider to process and post the refund to your account.
If more than five business days have passed since your refund was approved and you have not received it, please contact support@pawliecare.com.