Refund policy

Return & Refund Policy

We have a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.

To be eligible for a standard return, the item should be in the same condition that you received it, with its original packaging and tags where applicable. You may inspect the product to determine whether it is suitable for you, but items that have been used, damaged, or altered beyond what is reasonably necessary to inspect the product may not be eligible for a full refund.

To start a return, please contact us at support@pawzella.com with your order number and the reason for your return.

Returns sent without prior approval will not be accepted.

If your return is approved, we will provide the return instructions and, where applicable, a return shipping label.

Return Shipping Costs

If the return is due to a defective, damaged, incorrect, or materially different item, PawZella will cover the applicable return shipping costs.
For change-of-mind or other discretionary returns, return shipping costs are the responsibility of the customer, except where applicable law provides otherwise.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

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

Your order number
Clear photos of the package
Clear photos of the item and the issue

We will review the issue and work with you to provide an appropriate resolution, which may include a replacement or refund.

Non-Returnable Items

Certain products may not be eligible for return where permitted by applicable law, including:

Perishable goods
Custom or personalized products
Products that cannot be returned for health or hygiene reasons after being opened or unsealed
Hazardous materials, flammable liquids, or gases
Gift cards

These exclusions do not affect any mandatory consumer rights that apply under applicable law.

Exchanges

We do not generally offer direct exchanges.

If you need a different product, size, or variant, the fastest option is to return the original item, where eligible, and place a new order separately.

European Union Right of Withdrawal

For customers in the European Union, you generally have the legal right to withdraw from an online purchase within 14 days after receiving the goods, without providing a reason, subject to applicable legal exceptions.

If you exercise this right, you must notify us of your decision to withdraw before the 14-day period expires.

Unless an applicable exception applies, the goods should be returned without undue delay and in accordance with the return instructions we provide.

The customer may be responsible for the direct cost of returning the goods where permitted by applicable law.

Your statutory consumer rights, including any applicable legal guarantees for defective or non-conforming goods, remain unaffected by this policy. EU consumer law provides a minimum two-year legal guarantee for goods, subject to the applicable rules and exceptions.

Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved or rejected.

If approved, we will process the refund to your original payment method.

We aim to process approved refunds within 10 business days. Once processed, the time required for the refund to appear in your account may vary depending on your bank or payment provider.

Where applicable law requires a refund to be issued within a specific period, we will comply with the applicable legal requirements.

If you have not received your refund after the applicable processing period, please contact us at support@pawzella.com.