Refund policy

We want you to be happy with your Pawqello order. If something isn’t right, this policy explains your options. Please read it together with our Shipping Policy.

Returns

You can request a return within [RETURN WINDOW – number of days] days of receiving your item. To be eligible, the item must be unused, in the same condition you received it, in its original packaging, and accompanied by proof of purchase.

How to start a return

Contact us at [SUPPORT EMAIL] or through our Contact page with your order number and the item you would like to return. If your return is accepted, we will send you instructions and the return address. Items sent back without first requesting a return cannot be accepted.

Return shipping costs

[RETURN SHIPPING – state who pays for return shipping when an item is not faulty]. If your item arrived damaged, defective or incorrect, we will cover the cost of putting it right.

Damaged, defective or incorrect items

Please inspect your order when it arrives and contact us within [DAMAGE REPORT WINDOW – number of days] days if an item is damaged, defective or not what you ordered. Include your order number and photos so we can resolve it quickly with a replacement or a refund.

Items that cannot be returned

For hygiene reasons, items that have been used with a pet, such as lick mats, feeding bowls and grooming tools, cannot be returned unless they are damaged, defective or incorrect, or unless the law in your country requires otherwise. Gift cards cannot be returned.

Exchanges

The fastest way to get a different item is to return the original item and place a new order.

Refunds

Once we receive and inspect your return, we will email you to confirm whether your refund has been approved. Approved refunds are issued to your original payment method within [REFUND PROCESSING TIME]. Your bank or card provider may take additional time to post the refund to your account.

Late or missing refunds

If you have not received an approved refund, please check with your bank or card provider first, then contact us at [SUPPORT EMAIL].

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. Customers in the United Kingdom may have the right to cancel an online order within 14 days of delivery under consumer protection law, subject to the exceptions that law allows.