Refund policy

Return & Refund Policy

 

1. Return Window
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return (or, for EU consumers, to notify us of withdrawal).

2. Eligibility for Returns
To be eligible for a return, your item must be in the same condition that you received it: unused, unwashed, free of pet hair and odors, with tags (if applicable), and with all components included.

3. How to Start a Return
To start a return, contact us at support@pawloor.com. Returns must be sent to the following address: Kamenicka 673/5, 170 00 Prague, Czech Republic

4. Return Shipping Costs
All return shipping costs are the responsibility of the customer, including returns from outside the Czech Republic. We recommend using a tracked shipping service, as we can’t guarantee we’ll receive your return without tracking.

If your return is accepted, we’ll send return instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please send your return back within 14 days of your return being approved (or, if you are exercising your EU right of withdrawal, within 14 days after you notify us of withdrawal).

5. Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

6. Exceptions / Non-returnable Items
Certain types of items cannot be returned, including:

  • Custom products (such as special orders or personalized items).

  • Gift cards.

  • Hygiene: We may refuse returns if the product is not in resalable condition (for example, if it has been used, washed, or covers show signs of pet hair/odors).

7. Exchanges
We don’t offer direct exchanges at this time. If you’d like a different size or color, please request a return for a refund. Once your return is approved, you can place a new order for the item you want.

8. Refused Delivery / Unclaimed Parcels
If a shipment is refused, unclaimed, or not picked up from a pickup point and is returned to us, we can issue a refund after we receive the item back. The refund will exclude the original shipping cost (if any) and any return shipping/handling fees charged to us by the carrier.

9. European Union 14-day Cooling-off Period
If your order is shipped to an address within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it: unused, unwashed, free of pet hair/odors, with tags (if applicable) and securely packaged. You may be responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

10. Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved.

If approved: You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

11. Partial Refunds: If a returned item shows signs of use, washing, damage, heavy soiling, pet hair, or odors (and cannot be cleaned/repacked and resold), we may issue a partial refund or refuse the return.

If more than 15 business days have passed since we’ve approved your return, please contact us at support@pawloor.com.