Refund policy

We have a 14-day return policy, which means you have 14 days from the date you receive your item to request a return. 

 

**Eligibility for Returns** 

To be eligible for a return, your item must meet the following conditions: 

- It must be in the same condition as received. 

- It should be unused, with tags attached. 

- It must be in its original packaging. 

- You will also need your receipt or proof of purchase.

 

**Starting a Return** 

To initiate a return, please contact us at support.petandpaw@gmail.com. If your return is accepted, we will provide you with detailed instructions on how and where to send your package, including the return address, which varies depending on the item. Please note that items sent back without first requesting a return will not be accepted.

 

For any questions regarding returns, you can always reach out to us at support.petandpaw@gmail.com.

 

**Return Shipping Costs** 

If your return is due to a defective, damaged, or incorrect item, we will cover the full cost of return shipping, and you will not incur any charges. For all other returns, including a change of mind, the customer is responsible for the return shipping costs.

 

**Damages and Issues** 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue and resolve it promptly.

 

**Exceptions / Non-Returnable Items** 

Certain items cannot be returned, such as custom or personalized products and personal care goods. If you have questions or concerns about a specific item, please reach out to us. 

Please note that we cannot accept returns on gift cards.

 

**Exchanges** 

To ensure you get the item you want, we recommend returning the item you have. Once the return is accepted, you can make a separate purchase for the new item.

 

**European Union 14-Day Cooling-Off Period** 

Notwithstanding the above, if your merchandise is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification. As mentioned above, the item must be unused, in its original packaging, with tags attached, and you will need to provide a receipt or proof of purchase. The cost of returning the item will be the customer's responsibility.

 

**Refunds** 

Once we receive and inspect your return, we will notify you about the approval status of your refund. If approved, you will be automatically refunded using your original payment method within 10 business days. Please note that it may take some time for your bank or credit card company to process and post the refund. 

 

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at support.petandpaw@gmail.com.