Politique de remboursement

🔄 RETURN & REFUND POLICY

Effective Date: June 2026

At Pawnests, your satisfaction is our priority. Please read our return policy below carefully, as it includes specific provisions for customers in the European Union in compliance with EU consumer protection law.

General Return Policy (All Countries)

We accept returns within 7 days of delivery for all customers outside the European Union, provided the item meets the following conditions:

The item is in its original, unused condition
The item is in its original packaging
The item has not been washed, worn, or damaged by the customer

To initiate a return, please email us at refund@pawnests.com with:

Your order number
The reason for the return
Photos of the item (if applicable)

Return shipping costs are the responsibility of the customer for all standard returns. We do not provide prepaid return labels.

Once we receive and inspect the returned item, we will process your refund within 5–7 business days. Refunds are issued to the original payment method.

EU Customer Return Policy

For customers located in the European Union (including France, Germany, Italy, Netherlands, Belgium, Denmark, Finland, Sweden, Poland, Portugal, Spain, Ireland, Greece, Hungary, Slovakia, Luxembourg, Cyprus, Bulgaria, Norway, and Iceland), the following additional rights apply in accordance with the EU Consumer Rights Directive (2011/83/EU):

14-Day Right of Withdrawal (Cooling-Off Period)

You have the right to withdraw from your purchase and return any item within 14 calendar days of receiving your order, without giving any reason.

The 14-day withdrawal period begins on the day you (or a third party you designated) receive the goods.

To exercise your right of withdrawal, you must notify us clearly before the 14-day period expires by contacting us at:

📧 refund@pawnests.com
Subject: Withdrawal – Order #[your order number]

You may use the following model withdrawal statement (not mandatory):

"I hereby give notice that I withdraw from my contract of sale of the following goods [order number / product name], received on [date], Name: [your name], Address: [your address], Date: [today's date]."

Return Conditions for EU Withdrawals

You must return the goods within 14 days of notifying us of your withdrawal
You are responsible for return shipping costs, as disclosed at the time of purchase
You are responsible for any diminished value of the goods if they have been handled beyond what is necessary to establish their nature, characteristics, and functioning (e.g., used, washed, or damaged)

Refund for EU Customers

Once we receive and inspect the returned item, we will refund the full purchase price (excluding original outbound shipping if applicable) within 14 days of receiving your withdrawal notification or the returned goods — whichever is later — using the same payment method you used for the purchase.

Exceptions — Items Exempt from the 14-Day Right of Withdrawal

The 14-day right of withdrawal does not apply to the following product types under EU law:

Sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., certain grooming or hygiene pet products)
Customized or personalized items made to the customer's specifications

For all other products in our catalog (beds, harnesses, collars, toys, feeding accessories, etc.), the 14-day withdrawal right applies in full.

Defective or Incorrect Items (All Countries)

If you receive an item that is damaged, defective, or different from what you ordered, please contact us within 48 hours of delivery at refund@pawnests.com with photos of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping where applicable.

EU customers additionally benefit from a 2-year statutory guarantee for goods that do not conform to the contract of sale. If your product develops a defect within 2 years of purchase, please contact us to discuss repair, replacement, or refund options as applicable under EU law.