Refund policy

30-Day Return Policy

We want you and your four-legged friends to be happy with your Pawonderland order. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item should be in the same condition that you received it, unused, and in its original packaging where reasonably possible. You will also need your receipt or proof of purchase.

Starting a Return

To request a return, please contact us at mateandok@gmail.com before sending any item back.

If your return is accepted, we will provide you with instructions on how and where to return your package. Please do not send products back to the original shipping address or to the address shown on the package unless we specifically instruct you to do so.

Items returned without first contacting us may not be accepted.

Unless the product is defective, damaged, incorrect, or applicable law provides otherwise, the customer may be responsible for the direct cost of returning the item.

Damaged, Defective or Incorrect Items

Please inspect your order after delivery and contact us as soon as possible if your item is defective, damaged, or different from what you ordered. Please include your order number and, where possible, photos of the issue so that we can evaluate the problem and provide an appropriate solution.

Exceptions and Non-Returnable Items

Certain products may not be eligible for return, including personalized or custom-made products, products that cannot be returned for health or hygiene reasons after being unsealed, and other items excluded from return under applicable law.

Please contact us if you have questions about whether a particular item is eligible for return.

This policy does not limit any mandatory consumer rights available to you under applicable law.

Exchanges

If you would like a different product, size, or variant, please contact us first. Depending on the circumstances, the easiest option may be to return the original item and place a new order after the return has been accepted.

European Union Right of Withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason, subject to the exceptions provided by applicable law.

The Pawonderland 30-day return policy is an additional commercial return policy and does not limit your statutory EU consumer rights.

To exercise your right of withdrawal, please contact us at mateandok@gmail.com with a clear statement that you wish to withdraw from your purchase. We will provide you with the necessary return instructions.

Refunds

Once we receive and assess your return, we will notify you about your refund. Approved refunds will be issued to your original payment method.

Where the statutory EU right of withdrawal applies, refunds will be handled within the time limits required by applicable law. We may be permitted to withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

Contact

For questions about returns or refunds, please contact us at:

Pawonderland
Email: mateandok@gmail.com