- Confirmation Required: Cancellations are invalid until confirmed by our support team via email.

- Failed Cancellation: If the tracking number indicates the product is "Ready for Pickup" or "Shipped," we cannot process cancellation requests. These will be treated as Non-Quality Returns.

- Modifications: Once received, orders cannot be modified. Customers must return the original item (complying with the return policy) and place a new order.

2. Returns for Quality Issues (Seller's Responsibility)

- Definition: "Defective" refers to significant structural deformation or functional failure (e.g., a heating pad that does not heat).

- Exclusions: The following are NOT eligible for free returns:

  - a) Damaged shipping boxes with the product in good condition.

  - b) Slight surface scratches.

- Simple Solutions Priority: To minimize inconvenience, Clawsable will firstly propose sending replacement parts (e.g., a new heating pad or adapter). If the issue can be resolved with parts, we do not offer a full return or full product replacement.

- Evidence: Proof of purchase and photos/videos demonstrating the issue are mandatory.

3. Returns for Non-Quality Issues (Buyer's Responsibility)

- 30-Day Limit: Returns must be shipped within 30 days of receipt. Late returns will not be processed.

- "Like-New" Condition: Items must be unused, in original packaging, and strictly free of dirt, dust, odors, or animal hair.

- Refund Breakdown:

  - Original Shipping Fee: The $8.99 shipping fee (orders <$39) is non-refundable.

  - 90% Refund: Processed to your original payment method.

  - 10% Store Credit: Issued as permanent store credit to cover outbound shipping, handling, and restocking fees.

- Pre-approval: Do NOT send packages to Clawsable without an approval email and the correct return address. Unauthorized returns will be rejected.

- Liability: The customer bears all round-trip shipping costs and the risk of loss or damage during transit. We strongly recommend adding shipping insurance.

- Tracking: You must provide the tracking number and a photo of the receipt immediately after shipping.

- A partial refund of the difference is accepted within 7 days of purchase. Not accepted after 7 days.