Refund policy

Return & Refund Policy

Effective date: October 2026

At Pawnests, your satisfaction is our priority. You can request a return or refund directly from your account. The rules below depend on where you live. Mandatory consumer rights in your country always apply and are never limited by this policy.

How to Submit a Return Request

Go to pawnests.com and click the account icon in the store menu, or open your order confirmation email and click “View your order”.
Enter your email address and click Continue. A 6-digit verification code will be sent to your email — no password needed.
Enter the code, open the relevant order, select the item(s), choose a return reason and submit your request.
Our team will review your request. Once approved, you will receive instructions on how to return the item. Refunds are issued after we receive and inspect the returned goods.

Email is a backup only. If the self-service system does not work for you, contact us at refund@pawnests.com.

Return Period by Country

The return period counts from the day you receive your order.

Where you live	Return period	Basis
European Union (all 27 member states)	14 days	Legal right of withdrawal (Directive 2011/83/EU)
United Kingdom	14 days	Legal right to cancel (Consumer Contracts Regulations 2013)
Türkiye	14 days	Legal right of withdrawal (Consumer Protection Law No. 6502)
All other supported countries (Australia, Bahrain, Canada, Japan, Kuwait, New Zealand, Qatar, Saudi Arabia, Singapore, United Arab Emirates, United States)	7 days	Our return policy

14-Day Right of Withdrawal (EU, United Kingdom, Türkiye)

If you live in the European Union, the United Kingdom or Türkiye, you may withdraw from your purchase and return any item within 14 calendar days of receiving it, without giving any reason. The period starts on the day you (or a third party you designated) receive the goods; if your order arrives in several deliveries, it starts when you receive the last item.

To withdraw, submit a return request in your customer account and select “Right of Withdrawal” as the reason, or notify us by email at refund@pawnests.com with the subject “Withdrawal – Order #[your order number]”, before the 14 days expire. You may use this model statement (optional):

“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].”

We will confirm receipt of your withdrawal by email.

Conditions for withdrawals

You must send the goods back within 14 days of telling us that you withdraw.
You bear the cost of returning the goods (we do not provide prepaid return labels).
You are liable for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning (for example use, washing or damage).

Refund: We will refund the full purchase price, including the original standard delivery costs (standard shipping is free), within 14 days of receiving your withdrawal notice, using the payment method you used for the purchase. We may withhold the refund until we have received the goods back or you have provided proof that you have sent them back, whichever is earlier. If you prefer, you may choose store credit with a 5% bonus instead (see Refund Options).

Exceptions

The right of withdrawal does not apply to sealed goods that are not suitable for return for health protection or hygiene reasons and were unsealed after delivery (for example opened grooming products, treats or supplements), or to customised or personalised items. For all other products (beds, harnesses, collars, toys, feeding accessories and so on) the 14-day right applies in full.

7-Day Returns (all other supported countries)

If you live in any other supported country, you may return an item within 7 days of delivery, provided that:

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 you

Return shipping costs are your responsibility; 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.

Refund Options

Original payment method — full refund to the card or payment method you used.
Store credit — receive your refund as store credit on your Pawnests account with a 5% bonus (for example, a $20 refund becomes $21 in store credit). Your balance is visible in your account and applies automatically at checkout.

To choose store credit, state your preference when submitting your return request or email refund@pawnests.com.

Defective, Damaged or Incorrect Items (all countries)

If you receive an item that is damaged, defective or different from what you ordered:

Submit a return request in your customer account (choose the matching reason) and email refund@pawnests.com with your order number and photos or a video of the issue — the return form does not support uploads, so proof must be sent by email.
Please do this within 48 hours of delivery if you can, so that we can resolve transport damage quickly. This is a request, not a deadline: your statutory rights are not affected.
In some cases we may offer to resolve the issue without a return, for example a partial refund, a replacement part or an improved replacement product. You are not obliged to accept and may choose a standard return instead.

For approved claims we will arrange a replacement or a full refund at no cost to you, including return shipping where applicable. The store credit option with 5% bonus is also available.

Your Statutory Rights

European Union: in addition to the right of withdrawal, you have the legal guarantee of conformity (at least 2 years from delivery) for goods that are defective or not as described.
United Kingdom: your rights under the Consumer Rights Act 2015 are not affected.
Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
New Zealand: your rights under the Consumer Guarantees Act 1993 are not affected.
All other countries: mandatory consumer rights under your local law are not affected by this policy.