Effective Date: October 15, 2026 Version: 1.0 Applies to: All Sellers who offer products or services through the Platform.
Article 1: Introduction and Scope
1.1 Returns and refunds for sales through the Platform are governed by the Returns and Refunds Policy, which states the platform rule and the Buyer's rights; this document states the Seller's obligations under that rule and incorporates the Returns and Refunds Policy by reference.
1.2 This document governs, for Seller sales: acceptance of returns, condition standards, return shipping and cost allocation, restocking fees, keep-it and replacement arrangements, the return handling procedure, refund amount and method, refunds issued on the Seller's behalf, and the consequences of refusal. Where a more specific document governs a subject: including fulfillment program returns, prescription products, and live animals: the more specific document controls for that subject.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision conflicts with program terms for a program matter, the program terms control for that program. Timing for return and refund steps is stated in the Service Level Requirements.
Article 2: Definitions
2.1 The definitions in the Terms of Use and the Selling Terms of Service are incorporated into this document. The following additional definitions apply (a) Delivery Date: the date of delivery shown by the carrier's delivery record or the Buyer's confirmed receipt, whichever is earlier.
(b) Fault Return: a return for damage in transit, defect on arrival, wrong item, material difference from the description, or item not received where tracking does not show delivery.
(c) Non-Fault Return: a return within the applicable window that is not a Fault Return.
(d) Non-Standard Refund: a refund the Company issues on the Seller's behalf under Article 11.
(e) Original Payment Method: the payment method the Buyer used for the Order.
(f) Return Window: the period stated in Article 3 within which a return shall be accepted.
Article 3: Return Windows the Seller Shall Honor
3.1 The Seller shall accept returns within the window stated on the listing, which shall not be shorter than the platform minimum for the category. Where the listing states no window, the category default applies. The default is 30 calendar days from the Delivery Date.
3.2 Category windows are: most products, 30 days; pet food, treats, and consumables, 30 days, subject to Clause 4.2 for opened consumables; non-prescription pet medications, 30 days, sealed only; prescription products, not returnable except as required by law; live animals, not returnable; veterinary services, not returnable; perishables, 14 days or the stated shelf life, whichever is shorter; large items over 70 lbs or shipped by freight, 30 days with Seller-arranged return shipping; custom or personalized items, not returnable unless defective; and items marked "Final Sale: Not Returnable" before checkout, not returnable, subject to Article 5.
3.3 Where applicable law provides a longer window or a non-waivable return right, the law controls and a shorter Seller-configured window is void as to that Buyer. The Seller may offer a longer window and shall not configure a window to defeat a right under law or under the Returns and Refunds Policy.
Article 4: Condition Standards
4.1 The Seller shall apply the platform condition standards in the Returns and Refunds Policy and shall not impose a stricter standard. A Product is returnable if unused with original tags, packaging, and accessories, or if defective, damaged, or materially different from the description, regardless of use, unless the Buyer caused the damage after delivery. Inspection under Article 9 shall apply this Article.
4.2 Sealed products, including medications, supplements, and certain foods, are returnable with the seal intact, unless defective, damaged, or not as described. Opened consumables are not returnable unless defective, damaged, or not as described; where a consumable is defective, the Buyer may return the remaining portion and the Seller shall refund the full purchase price, not a prorated amount, where law requires that result.
4.3 Hygiene-restricted items, including certain grooming tools and bedding, are returnable unused in original packaging, except where law requires otherwise or the item is defective, damaged, or not as described. Prescription products are not returnable except as required by law or by the prescribing veterinarian's instructions.
Article 5: Returns the Seller Shall Always Accept
5.1 The Seller shall accept a Fault Return regardless of Article 4 condition requirements, and shall bear return shipping for a Fault Return in accordance with Article 6.
5.2 A Fault Return request in a category designated for automatic approval is approved on submission, and a return label is generated at the Seller's cost. The Seller shall not deny a return so approved; the Seller's remedy for suspected abuse is the fraud process in Article 12, not denial.
5.3 A recalled Product is returnable at any time, with refund or replacement in accordance with the applicable recall policy and without a condition requirement. If a Product arrives after the delivery promise and the Buyer no longer accepts it, the Seller shall accept the return within the Return Window, with shipping cost allocated under Article 6.
5.4 A Final Sale designation does not remove a Buyer's rights for a Product that arrives defective or materially different from the description.
Article 6: Return Shipping and Cost Allocation
6.1 Cost allocation follows the Returns and Refunds Policy. For a Fault Return, the Seller pays return shipping. For a Non-Fault Return, the Buyer pays return shipping, unless the listing promised free returns, in which case the Seller pays.
6.2 Where the Seller owes the label, the Seller shall provide the label within 1 business day after approval. The label is valid for 14 calendar days; if the Buyer does not ship within that period, the request may be cancelled and the Buyer shall re-initiate the return to proceed. For a large item, the Seller shall arrange return shipping consistent with freight requirements and shall initiate pickup scheduling within the response period in Article 9.
6.3 The Buyer shall package the Product to survive return transit. The Seller shall not deny a return solely because the Buyer used packaging different from the original packaging, provided the Product arrives in the condition required by Article 4. Special packaging instructions apply against a Buyer only if the Seller provided those instructions with the return authorization.
6.4 Where a Neutral Reviewer allocates costs contrary to Clauses 6.1 and 6.2 under the Dispute Standards, the deviation is recorded with reasons and binds the Seller.
Article 7: Restocking Fees
7.1 A restocking fee is permitted only where all of the following hold: (a) the Product is not defective, damaged, or not as described; (b) the Product meets Article 4 condition standards; (c) the category is eligible, limited to large items requiring special handling, items with specialized installation, items materially devalued by use, or categories designated in Seller Center; and (d) the Seller disclosed the fee on the product detail page before checkout. No restocking fee applies to consumables, sealed medications, or low-value items under the threshold published in Seller Center.
7.2 A restocking fee shall not exceed 15% of the product purchase price, or a lower amount where law or category rules require a lower amount. No restocking fee applies to a Fault Return. Only one fee applies per returned unit. An undisclosed fee is void, and the Seller shall refund any amount deducted under a void fee.
Article 8: Keep-It and Replacement Arrangements
8.1 A keep-it arrangement refunds the Buyer without requiring return of the Product, for a low-value item where return shipping exceeds the Product's value, or where the Seller elects to forgo return of a damaged, defective, or not-as-described item. The Seller may configure a keep-it arrangement per Product, category, order-value threshold, or reason in Seller Center.
8.2 Where a keep-it arrangement applies, the Seller shall initiate the refund within 2 business days after the arrangement applies and shall not later demand return of the Product. The Buyer shall be notified that the Product need not be returned. The Seller shall not deduct return shipping from a keep-it refund. A keep-it arrangement shall not be used to avoid a mandatory return right under law and shall not be applied to a Product the Seller is legally required to recover.
8.3 A replacement arrangement sends a replacement Product instead of a refund, configured per Product, category, or reason. Where the Buyer has a legal right to a refund, the Buyer may elect the refund instead, and the election shall be presented clearly before the replacement ships. A replacement shipped without that election, where a refund right exists, is an additional shipment and does not satisfy the return. A replacement is fulfilled under the Seller's normal fulfillment method, subject to the same delivery promises and tracking requirements as the original Order, and carries a new Return Window from the replacement's Delivery Date. If the replacement does not arrive within the promised window, the Buyer may demand the refund.
Article 9: Return Handling Procedure
9.1 The Seller shall respond to a return request within 2 business days by approval, denial with a cited provision of this document, or one request for additional information. A second information request is treated as a denial for escalation purposes. If the Seller does not respond within the period, the request is approved automatically and the failure is recorded as a service failure under the Service Level Requirements.
9.2 On approval, a label shall be generated where applicable within 1 business day. The Buyer shall ship within 14 calendar days after label issuance or the request is cancelled automatically. On carrier delivery to the Seller, the Seller shall confirm receipt within 2 business days and shall inspect within 2 business days after receipt against Article 4. The Seller shall photograph any claimed condition failure and shall keep the photographs with the return record as evidence for a dispute under the Dispute Standards.
9.3 Refund issuance after inspection is governed by Article 10 and the timing in the Service Level Requirements: initiation within 2 business days after inspection, with receipt by the Original Payment Method within 10 business days after initiation.
9.4 A denial shall state the reason and cite the applicable provision of this document. A denial without a cited provision is void. A pattern of improper denials is a performance matter and a ground for enforcement under the Seller Enforcement Policy. The Buyer may dispute a denial under the Dispute Standards.
Article 10: Refund Amount and Method
10.1 Standard refund amount is: product purchase price, plus applicable sales tax, plus original shipping cost where Article 5 applies, plus return shipping cost where Article 6 allocates that cost to the Seller and the Buyer paid that cost, less any permitted restocking fee under Article 7, and less any deduction the Buyer agreed to in writing. Original shipping is not refunded on a voluntary return of a Product as described.
10.2 A refund shall be issued to the Original Payment Method. No cash refund, off-Platform refund, or store-credit substitution is permitted without Buyer consent. Where the Original Payment Method is unavailable, including an expired card, the refund shall be issued by store credit, gift card, or another lawful method. A refund is issued in the purchase currency; the Buyer bears conversion loss unless the Seller's error caused the loss.
10.3 A partial refund is permitted only for: a condition shortfall on a Non-Fault Return with the Buyer's written agreement; a permitted restocking fee; or a ground on which law requires or permits a partial refund. No partial refund applies to a Fault Return without Buyer agreement or a dispute decision. The Seller shall state the basis for a partial refund to the Buyer.
Article 11: Refunds Issued on the Seller's Behalf; Consequences of Refusal
11.1 The Company may issue a refund on the Seller's behalf where the Seller misses a period in Article 9 or where buyer protection requires a refund, including under the Buyer Protection Program. The amount is charged to the Seller by setoff against amounts otherwise payable, or by reversal, in accordance with the Selling Terms of Service, and is recorded as a Non-Standard Refund with the program reference.
11.2 Recovery under the Buyer Protection Program is a consequence of a Seller's failure to accept, inspect, or refund in accordance with this document, in addition to any performance or enforcement consequence. Where the Company pays a Buyer under that program for a Seller's sale, the Company may recover the amount paid from the Seller in accordance with Clause 11.1.
11.3 If the Seller contends that a Non-Standard Refund was issued in error or outside the applicable program, the Seller shall dispute the refund under the Dispute Standards as a Non-Standard Refund dispute, in which the Company bears the burden of showing that the refund was authorized by the program.
11.4 Refusal to accept a return the Seller shall accept, refusal to issue a refund due under this Article, or a pattern of late refunds is a violation of this document and a ground for a disbursement hold, suspension, or termination under Article 15.
Article 12: Return Fraud
12.1 A pattern indicating refund fraud: including serial returns, return of a product different from the product purchased, condition materially worse than described by the claimant, or manipulated return records: is handled under the applicable fraud policy and may result in immediate serious action under the Seller Enforcement Policy. The Seller shall report suspected Buyer fraud through the Seller Center fraud channel and shall not take unilateral action against a Buyer's Account.
12.2 The Seller shall not refuse a refund solely because the Buyer has exercised return rights before. Frequency of returns, without a fraud finding, is not a ground for refusal.
Article 13: Liability
13.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
13.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Seller paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
13.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Seller owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
13.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 14: Indemnification
14.1 Duty. The Seller shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Seller's breach of this document; (b) the Seller's Products, Services, listings, or User Content, including product liability claims; (c) infringement or alleged infringement of intellectual property or other rights by the Seller's Products, listings, or User Content; (d) a product recall of the Seller's Products, including recall costs; (e) the Seller's violation of any law or of the rights of any person; and (f) taxes for which the Seller is responsible under this document.
14.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The Seller shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Seller shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
14.3 Survival. This Article survives the termination of this document.
Article 15: Enforcement and Appeals
15.1 Investigation. The Company may investigate any suspected violation of this document. The Seller shall cooperate with an investigation and shall produce the records this document requires the Seller to keep.
15.2 Notice. If the Company determines that the Seller has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
15.3 Opportunity to cure. Where a violation is capable of cure, the Seller has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
15.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress a listing or content; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate the Selling Terms of Service and the Account; and (f) exercise any other right or remedy available under this document or at law. The Company may hold disbursements to the Seller while an investigation under this Article is pending, and shall release amounts not required to satisfy the Seller's obligations when the investigation closes.
15.5 Appeal. The Seller may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
15.6 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 16: Term and Termination
16.1 Term. This document takes effect when the Seller is accepted to sell through the Platform and continues until terminated under this Article.
16.2 Termination by the Company. The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Seller materially breaches this document, engages in fraud, or becomes ineligible to participate.
16.3 Termination by the Seller. The Seller may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Seller has no Order, booking, or investigation outstanding.
16.4 Effect of termination. On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied, including return and refund obligations for Orders placed before termination; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under the Selling Terms of Service, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
16.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 17: Dispute Resolution
17.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 18: General Provisions
18.1 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to the Seller at the email address in the Account. An amendment that materially increases the Seller's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Seller does not accept an amendment, the Seller's remedy is to terminate under Article 16 before the amendment takes effect.
18.2 Notices. Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. Notices to the Seller are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Seller shall keep the email address in the Account current. DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
18.3 Governing law. This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
18.4 Severability. If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
18.5 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Seller for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
18.6 Assignment. The Seller shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the Seller.
18.7 Waiver. A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
18.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
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