Política de reembolso

At Pawnests, we are committed to providing quality for your pets. Please note that we do not allow returns or refunds for non-defective items.

1. Defective or Damaged Items

Refunds are issued only for items that are defective, damaged, or incorrect upon delivery.

Reporting Window: You must contact us within a maximum of 7 days from receiving the item.
How to Claim: Email us at Customers-care@pawnests.com with your order details and clear evidence (photos or videos) of the defect or damage.
Process: Once our team reviews your evidence, we will guide you through the official refund process. Please do not send any items back to us without prior approval, as they will not be accepted.

2. Exceptions / Non-Returnable Items

Certain items are exempt from any refund or return, including:

Perishable goods (such as pet food, treats, or plants).
Custom products (such as special orders or personalized pet items).
Personal care goods (such as grooming or beauty products).
Hazardous materials, flammable liquids, or gases.
Sale items and gift cards.

3. European Union 14-Day Cooling Off Period

Notwithstanding the above, if your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days for any reason. In these cases, the item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging.

4. Refunds

Once your defect claim is approved (and the item is inspected, if a return was requested), we will notify you of the status.

Timeline: Approved refunds are processed automatically to your original payment method within 10 business days.
Processing Note: Please remember that it can take additional time for your bank or credit card company to process and post the refund to your account.
Follow-up: If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at Customers-care@pawnests.com.