Refund policy

Return & Refund Policy

1. Overview

At Pawi, we want you and your dog to be genuinely happy with your purchase. If something isn’t right, we’ll do our best to sort it quickly and fairly.

This policy outlines your rights and how returns and refunds are handled.

2. Your Right to Return (Cooling-Off Period)

Under EU consumer law, you have the right to return your order within 14 days of receiving it, without giving a reason.

To be eligible for a return:

  • The item must be unused and in its original condition

  • It must be returned in the original packaging

  • Proof of purchase is required

To initiate a return, please contact us at:
goteck.ok@gmail.com

3. Returns After 14 Days

Returns requested after the 14-day period may be accepted at our discretion, depending on the condition of the item.

4. Non-Returnable Items

For hygiene and safety reasons, certain items cannot be returned once opened or used, including:

  • Dog hygiene products

  • Personalised or custom-made items

  • Items that show clear signs of use

5. Refunds

Once we receive and inspect your return, we will notify you of the outcome.

If approved:

  • Your refund will be processed to your original payment method

  • Please allow 5–10 working days for the refund to appear, depending on your bank or provider

Shipping costs are non-refundable unless the item is faulty or incorrect.

6. Faulty or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.

We will:

  • Replace the item, or

  • Issue a full refund (including shipping), depending on your preference

We may ask for photos to help resolve the issue quickly.

7. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • We recommend using a tracked service, as we cannot guarantee receipt of returned items

8. Exchanges

We currently do not offer direct exchanges.
If you need a different item, please return your original purchase and place a new order.

9. Contact

If you have any questions about returns or refunds, just reach out:

Email: goteck.ok@gmail.com

10. A Note from Pawi

Every purchase you make contributes to helping dogs in need.
When you return a product, we aim to handle it responsibly while continuing to support that mission.

Thanks for being part of it.