Refund policy

🔄 RETURN & REFUND POLICY

Effective Date: June 2026

At Pawnests, your satisfaction is our priority. We have made it easy to request a return or refund directly from your account — no need to send an email first. Please read our return policy carefully, as it includes specific provisions for EU customers in compliance with EU consumer protection law.

How to Submit a Return Request

We offer a self-service return system through your Pawnests customer account. You can submit a return request in just a few steps — no email required.

  1. Go to pawnests.com and click the account icon in the store menu, or open your order confirmation email and click "View your order".
  2. Enter your email address and click Continue. A 6-digit verification code will be sent to your email — no password needed.
  3. Enter the code to access your account and navigate to the relevant order.
  4. Select the item(s) you wish to return, choose a return reason, and submit your request.
  5. You will receive a confirmation notification once your request is submitted.

Our team will review and approve or decline 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 you experience any issue with the self-service system, contact us at refund@pawnests.com.

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

Return shipping costs are the responsibility of the customer. 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

You may choose to receive your refund in one of the following ways:

  • Original payment method — full refund to the card or payment method used
  • Store credit — receive your refund as store credit on your Pawnests account with a 5% bonus added on top (e.g. a $20 refund becomes $21 in store credit). Your credit balance is visible in your account and applies automatically at checkout on your next purchase.

To choose store credit, simply indicate your preference when submitting your return request or by emailing refund@pawnests.com.

Defective or Incorrect Items (All Countries)

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

  1. Submit a return request through your customer account within 48 hours of delivery.
  2. Email refund@pawnests.com with your order number and photos or video of the issue — since the return form does not currently support photo uploads, proof must be sent by email.

In some cases, our customer service team may contact you directly with an offer to resolve the issue without requiring a return — for example, a partial refund, a replacement part, or an improved replacement product. You are not obligated to accept this and may proceed with a standard return if you prefer.

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

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, submit a return request through your customer account before the 14-day period expires and select "Right of Withdrawal" as your return reason. Alternatively, notify us at refund@pawnests.com with 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 — to the same payment method used for the purchase. The store credit option with 5% bonus is also available if you prefer.

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

The 14-day right of withdrawal does not apply to:

  • Sealed goods not suitable for return due to health protection or hygiene reasons that 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.

Contact Us

For returns and refund issues:
📧 refund@pawnests.com

For general support:
📧 Customers-care@pawnests.com

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