Refund policy

Consumers have the statutory right to withdraw from an eligible distance sales contract within 14 days without giving any reason, subject to the conditions and exceptions provided by applicable law. For goods, the withdrawal period generally begins on the day on which you, or a third party designated by you other than the carrier, acquire physical possession of the goods.

Condition of Returned Goods

You may inspect and handle the goods only to the extent necessary to establish their nature, characteristics, and functioning. You may be liable for any diminished value resulting from handling beyond what is necessary for that purpose.

When returning goods, please include all accessories, manuals, components, and other items supplied with the product. Where available, we recommend using the original packaging to help protect the product during return transport.

Signs of use, pet hair, dirt, odours, scratches, damage, missing components, or other deterioration may result in a reduction of the refund where and to the extent that they represent diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, in accordance with applicable law.

How to Return an Item

1. Notice: Inform us of your decision to withdraw within the applicable 14-day withdrawal period. You may contact us at info@pawdeluxe.eu. Your communication must clearly state your decision to withdraw from the contract and contain sufficient information to identify the relevant order.
2. Return Address: Please contact us for the applicable return address and return instructions. The return address may differ from the address from which your order was originally dispatched.
3. Return Shipping Costs: Unless otherwise required by applicable law or expressly agreed by us, you are responsible for the direct cost of returning goods when exercising the statutory right of withdrawal. We recommend using a trackable shipping service and retaining proof of dispatch.
4. Dispatch: Goods must be sent back without undue delay and no later than 14 days from the day on which you communicate your decision to withdraw. The deadline is met if you dispatch the goods before the 14-day period expires.

Damaged, Defective, or Incorrect Items

If you believe that an item was delivered damaged, is incorrect, or does not conform to the sales contract, please contact us at info@pawdeluxe.eu. To enable us to assess the claim, we may request reasonably necessary information such as your order number, a description of the issue, photographs or video of the product and packaging, and, where reasonably necessary, return or inspection of the product. Valid claims concerning a lack of conformity will be handled in accordance with the remedies and procedures required by applicable consumer law. Nothing in this policy limits your mandatory statutory rights.

Refunds Following Withdrawal

Where you validly exercise the statutory right of withdrawal, we will reimburse the payments required by applicable law without undue delay and no later than 14 days from the day on which we are informed of your decision to withdraw. Unless we have offered to collect the goods, we may withhold reimbursement until we have received the goods back or you have provided evidence of having sent them back, whichever occurs first.

Reimbursement will be made using the same means of payment used for the original transaction unless you expressly agree otherwise. Any supplementary delivery costs resulting from your choice of a delivery method more expensive than the least expensive standard delivery option offered by us are not refundable. Any lawful deduction for diminished value of the returned goods may also be applied.