Refund Policy
Quality Inspection & After-Sales Policy | PAWZILLA Wholesale
How PAWZILLA inspects orders before shipment, handles transit damage, and resolves quality issues. Inspection videos, photos, replacement parts, and reshipment options for wholesale customers.
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Our Quality Promise
Every order goes through inspection before it leaves our warehouse. For issues that are clearly on us — wrong parts, manufacturing defects, missing pieces — we make it right. For issues that happen in transit, we help you claim against the carrier, but the responsibility sits with the freight forwarder (which is why we recommend transit insurance on every shipment).
This policy applies to all wholesale and sample orders placed through PAWZILLA.
1. Pre-Shipment Inspection
We inspect every order before handing it to the freight forwarder. The level of inspection depends on your order size.
Small orders (samples & small batches)
For samples and small wholesale orders, **we record an inspection video and take photos of your products before shipment** and send them to you for confirmation. You review the goods visually, confirm everything looks right, and we then release the shipment to the carrier.
- Inspection video: 15–60 seconds, showing key products / packaging / labeling
- Photos: 3–8 per order, covering major SKUs and carton labeling
- Delivery: sent to you on WhatsApp / email within 24 hours before dispatch
- You confirm before we ship — or flag any concern, and we hold the shipment
Bulk orders (large wholesale orders)
For larger wholesale orders, we recommend one of the following two options:
- **Option A — On-site inspection by your team.** You send your own inspector (or a third-party QC firm) to our Yiwu warehouse to inspect the goods before shipment. We accommodate inspection visits with advance notice and provide a dedicated inspection area.
- **Option B — Inspection by PAWZILLA.** Our QC team inspects the goods on your behalf, and we send you a detailed **inspection report with photos and video**. You review and confirm before we release the shipment.
Whichever option you choose, we don't hand the goods to the carrier until you've signed off.
2. Responsibility After Handover to Carrier
Once the goods are handed over to the freight forwarder / shipping carrier, PAWZILLA is no longer responsible for transit-related damage or loss.**
This is standard wholesale practice and is non-negotiable. To protect yourself:
- **We strongly recommend purchasing transit insurance** for every international shipment. The cost is typically 0.3%–0.5% of the cargo value and covers loss, theft, and visible damage.
- We can arrange transit insurance through our shipping partners on your behalf. Just ask for a quote.
- If a shipment arrives damaged or short, we help you file the claim with the carrier and provide any documentation you need (commercial invoice, packing list, photos of the goods at handover), but the claim is between you and the carrier / insurer.
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3. Quality Issues on Receipt
If you receive a shipment and find:
- **Missing parts or accessories** (e.g., a toy arrives without the squeaker module it should have)
- **Product quality defects** (cracks, broken parts, structural failure, products that simply don't work)
…we take responsibility and resolve it at our cost.
How to report a quality issue
1. **Report within 7 days of delivery.** The sooner, the better.
2. **Send us on WhatsApp** (+86 19034599135) or email ([support@pawzilla.com]):
- Your order number
- Clear **photos** (and a short video if possible) showing the issue
- A brief description of what's wrong, including the SKU / product name
3. **We confirm within 1 business day** whether the issue is covered.
4. **We resolve it within 3 business days of confirmation** using one of the options below.
How we resolve quality issues
After confirming a covered quality issue, you can choose:
- **Replacement parts shipped** — for issues like missing accessories, we ship the missing parts to you (free of charge, with your next order or as a standalone shipment).
- **Replacement product shipped** — for defective products, we ship a replacement of the same SKU (free of charge).
- **Re-shipment of the full affected portion** — for batch-level defects, we re-produce and re-ship the affected quantity.
- **Financial compensation** — for cases where shipping a replacement is impractical, we refund or credit the value of the affected items.
We don't make you ship defective products back to China. If we genuinely need the product back for engineering review, we cover the return shipping.
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4. What's Not Covered
The following are not covered under this policy:
- ❌ **Transit damage or loss** (the carrier / insurer is responsible — see Section 2)
- ❌ Normal wear and tear from regular use
- ❌ Damage caused by misuse, improper assembly, or modification
- ❌ Cosmetic variations (slight color, texture, or pattern differences between production batches — these don't affect function)
- ❌ Buyer's remorse or change of mind on standard (non-defective) products
- ❌ Delays caused by the carrier, customs, or local authorities
- ❌ Products damaged after the buyer has accepted delivery and used them
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## 5. Cancellations
- **Before production:** Full refund, no fee.
- **During production:** Refund minus the cost of any custom work, materials, or packaging already completed.
- **After production, before shipping:** Refund minus a 15% restocking fee (if the product is non-custom and resellable).
- **Custom / OEM orders:** Non-cancellable once production starts, unless we agree otherwise in writing.
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## 6. Chargebacks
We do our best to resolve any issue directly with you. **Please contact us before opening a chargeback or payment dispute.** Chargebacks for legitimate, approved claims are unnecessary, and chargebacks for claims that don't qualify under this policy will be disputed with documentation.
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## Need Help?
- **WhatsApp:** +86 19034599135 (fastest)
- **Email:** [support@pawzilla.com]
We aim to confirm all quality claims within 1 business day.