Widerrufsrecht

We want you and your pet to be happy with our products. If you are not satisfied with your purchase, you may return eligible items within 14 days of receiving your order for a refund or exchange.

To qualify for a return: 

• The item must be unused, in its original packaging, and in the same condition as when you received it.
• Certain products, such as personalized items, perishable goods, or hygiene-related products (e.g., grooming tools), are not eligible for return due to health and safety reasons.

 

To initiate a return, follow these steps:

• Contact our customer service team at contact@pawlis.com within 14 days of receiving the item, including your order number and details of the item you wish to return.
• We will provide you with instructions and a return authorization number (RMA). Do not send items back without first receiving this authorization.
• Ship the item to the address provided in the return instructions. Please note that you are responsible for the return shipping costs unless the item arrives damaged or defective.

 

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund:

• If approved, the refund will be processed to your original payment method within 14 business days.
• Refunds do not include the original shipping costs unless the return is due to an error on our part (e.g., wrong item or damaged goods).
• If the return is rejected (e.g., used or damaged), we will notify you, and the item will be sent back to you.
•  

If you need to exchange an item for a different size, color, or product, follow the same return process. Once we receive the original item, we will process the exchange and ship the replacement. Shipping costs for the exchange may apply. If you receive an item that is damaged or defective, please contact us within 14 days of delivery with photos and a description of the issue. We will arrange for a replacement or a full refund, including shipping costs, at no extra charge.

 

The following items are not eligible for return:

• Personalized or custom-made products
• Gift cards
• Perishable items
• Grooming tools and hygiene-related products once used

 

If you haven’t received a refund within the expected time frame, please first check with your bank or payment provider, as processing times may vary. If you’ve done this and still have not received your refund, contact us, and we will investigate the issue.

 

For international orders, customs fees and shipping costs are non-refundable. If you return an item, you will be responsible for any additional shipping or customs fees that may apply. If you have any questions regarding our return and refund policy, feel free to reach out to us at contact@pawlis.com.