Refund policy

Return & Refund Policy

Right of Withdrawal. Under EU law, you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

To exercise this right, notify us within 14 days of delivery by email at paw.late888@gmail.com. You may use the model withdrawal form below, but it is not obligatory.

Opening the package does not affect your right. You may open and inspect the item as you would in a physical store. We may deduct an amount reflecting any reduction in value only if the item has been handled beyond what is necessary to assess its nature and function.

Returning the Item. You must return the item within 14 days of notifying us. Return shipping costs are at your expense unless the item is faulty, damaged or not as described.

Refunds. We will refund you within 14 days of receiving your withdrawal notice, using the same payment method you used. We may withhold the refund until we have received the returned item or you provide proof that you have sent it. Your refund includes the standard delivery cost you originally paid.

Faulty or Incorrect Items. Under EU law you are entitled to a 2-year legal guarantee of conformity on all products. If your item is faulty or not as described, contact us at paw.late888@gmail.com and we will arrange a repair, replacement or full refund. This right is separate from the 14-day withdrawal right above.

Exceptions. By law, the right of withdrawal does not apply to:

  • Goods made to your specification or clearly personalised
  • Sealed goods which are not suitable for return for health protection or hygiene reasons, if they were unsealed after delivery
  • Goods which, by their nature, become inseparably mixed with other items after delivery

These are the only exceptions. A general "final sale" label does not remove your statutory rights.

Model Withdrawal Form

To: Pawlate, paw.late888@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ______________
Ordered on: ______________ Received on: ______________
Order number: ______________
Name: ______________
Address: ______________
Date: ______________

Complaints. Contact us first at paw.late888@gmail.com. If we cannot resolve matters, EU consumers may use the European Commission's Online Dispute Resolution platform.