Returns
& refunds.
교환 · 환불
We hope you love everything you order. If something isn't right, here's how returns work.
The basics
You have 14 days from delivery to start a return. To be eligible:
- The item must be unused, in original condition.
- Original packaging, tags, and labels must be intact.
- For grooming products: bottles must be sealed and unopened.
How to start a return
- Email somin@seoulpaw.com within 14 days of delivery with your order number and the item(s) you want to return.
- We'll reply with return instructions. The return address is 200 Pandan Loop, #10-08, Singapore 128388.
- You ship the item back at your cost. We recommend using a tracked service.
- Once we receive and inspect the item (typically within 3 business days of arrival), we'll process your refund.
Refund timeline
Refunds are issued to the original payment method (the card you used to check out). Once we process the refund on our end, it takes:
- Card refunds: 5–10 business days to appear on your statement, depending on your bank.
- Total time from sending us the item: typically 7–10 business days.
Original shipping fees (SGD 10) are non-refundable for change-of-mind returns.
Damaged or incorrect items
If we sent the wrong item, the item arrived damaged, or there's a defect — that's on us. Please email us within 7 days of delivery with photos. We will:
- Cover return shipping (we'll send a prepaid label or reimburse your shipping).
- Send a replacement at no cost, or issue a full refund including the original shipping fee — your choice.
Non-returnable items
For hygiene and safety reasons, we cannot accept returns on:
- Opened grooming products (shampoo, balm, mist, conditioner).
- Used items with signs of wear, fur, or odour.
- Items marked "Final sale" at the time of purchase.
- Custom or personalised orders.
Exchanges
We don't process direct exchanges. If you want a different size or colour, please return the original item and place a new order. This way you avoid being out of stock during the exchange wait.
Last updated: May 2026. We may update this policy occasionally; the version that applies to your order is the one in effect on the date you placed the order.