Returns & Refund Policy

Last updated: June 2025

Policy at a Glance

Return window30 days from delivery date
Item conditionUnused, in original packaging with all accessories
How to startSubmit request at /returns — RA number issued immediately
Return methodMail (customer ships back)
Return shippingCustomer pays — free if item is defective or incorrect
Return labelCustomer provides own label
Restocking feeNone
Refund methodOriginal payment method only
Refund timeline3–5 business days after receipt and inspection

Return Window

We accept returns within 30 days of the delivery date. The delivery date is the date shown in your carrier tracking confirmation, not the order date. Requests submitted after 30 days from delivery will not be accepted.

Item Condition Requirements

To qualify for a return, items must meet all of the following:

  • Unused and in the same condition as when received
  • In the original manufacturer packaging, including all inserts and accessories
  • All original components, tags, and documentation present
  • No signs of use or modification
  • Not designated as a final sale item at time of purchase

Items returned showing signs of use, missing original packaging or components, or returned without a valid Return Authorisation (RA) number will be refused and returned to sender at the customer's expense.

How to Initiate a Return

All returns require a Return Authorisation (RA) number. Do not send items back without one — they will be refused at our warehouse.

  1. Submit a return request at https://autofli.com/returns with your order number and reason.
  2. You will receive an RA number within 1 business day.
  3. Write your RA number on the outside of the package.
  4. Ship the item back using a tracked carrier at your own cost.
  5. Email your tracking number to our support team.

Return Shipping Costs

Change of mind / buyer's remorse:Return shipping is the customer's responsibility. We recommend a tracked service. PawsFirst is not liable for items lost or damaged in return transit.

Defective, damaged, or incorrect items: If we made an error or the item arrived damaged, we will cover return shipping. Contact us within 48 hours of delivery with photos and we will issue a prepaid return label.

Refunds

Once we receive and inspect the returned item we will notify you of the outcome within 2 business days. Approved refunds are issued to your original payment method only. We do not issue store credit in lieu of cash refunds.

Refunds are processed within 3–5 business days of our receiving the return. Your bank or card issuer may take an additional 2–5 business days to post the credit.

Restocking fee: None.

Original outbound shipping charges are non-refundable. If your order qualified for free shipping, the actual shipping cost we incurred will be deducted from your refund.

Non-Returnable Items

  • Items returned more than 30 days after the delivery date
  • Items showing signs of use or modification
  • Items missing original packaging or accessories
  • Items returned without a valid RA number
  • Custom or made-to-order items
  • Final sale items
  • Gift cards and digital products

Exchanges

We do not process direct exchanges. Return the original item for a refund and place a new order for the item you want.

Damaged or Incorrect Items

Contact us within 48 hours of delivery if your order arrived damaged or incorrect. Include your order number and clear photos of the item and packaging. We will respond within 1–2 business days with a resolution including a prepaid return label if needed.

Contact

To start a return, visit our returns page. For other inquiries, use the contact form. Include your order number in all correspondence. We respond within 2 business days.

Start a Return →