Refunds & Returns

Contact Email: support@azpaws.store

At AZ Paws, we value our customers and aim to provide the highest quality products. If you are not completely satisfied with your purchase, we offer returns, replacements, and refunds under the conditions outlined below.

2. Returns & Refunds Overview

We accept returns and issue refunds or replacements in cases where:

  • The product is damaged or defective upon delivery
  • The product received is not the item ordered
  • Other exceptions approved by our customer service team

We aim to process all returns and refunds promptly and fairly.

3. Returns for Customers

If you are a customer, you can return items within 14 days of delivery. To initiate a return:

  1. Contact us first at support@azpaws.store with your order number and reason for return.
  2. Our team will confirm your return and provide the exact return shipping address:
    AZ Paws Returns
    Mtangani Road, Malindi, Kenya 80100
  3. Items must be returned in their original condition with all packaging intact.
  4. Once we receive and inspect the returned item, we will process your refund or replacement within 7 business days.

Return Shipping Cost: Return shipping costs are the responsibility of the customer unless the item is defective or incorrect, in which case AZ Paws will cover the return shipping cost.

Restocking Fee: $0 — we do not charge any restocking fees.

4. Refunds

Refunds are processed after:

  • The returned item has been received and inspected, or
  • The issue has been verified with photo evidence or proof

Refunds are issued to the original payment method and may take 7 business days to reflect in your account depending on your bank or payment provider.

5. Replacements

If you received a damaged, defective, or incorrect product:

  • Contact us at support@azpaws.store immediately
  • Provide photos or other proof of the issue
  • We will ship a replacement item free of charge, subject to stock availability

Replacements are only issued once the issue is confirmed by our team.

6. Items Not Eligible for Return

  • Products used or damaged after delivery
  • Items missing original packaging or tags
  • Special promotional items or digital products (if applicable)

7. Customer Support

For any questions regarding returns, refunds, or replacements, please contact:

AZ Paws
Email: support@azpaws.store
Address: Mtangani Road, Malindi, Kenya 80100
Phone: +254715008671
Response Time: Within 24–48 hours on business days

Always contact us before sending any returns, especially for international orders, to avoid delays or lost packages.

8. Final Notes

  • All returns and refunds are subject to our policy terms.
  • We reserve the right to refuse returns or refunds that do not comply with the above conditions.
  • By shopping at AZ Paws, you agree to these return and refund procedures.