Refund & Return Policy

Thank you for shopping with Pawnovaoff Shop. We truly appreciate your trust in us to provide high-quality and comfortable products for your beloved pets. Every item is designed and inspected with care to ensure the comfort, safety, and satisfaction of your furry friends. In the rare event that something doesn’t go as expected, we’re here to make it right with a transparent and fair return process.

1. Eligibility for Returns

We accept returns on most unused, unwashed, and undamaged products purchased directly from our online store. To qualify for a return, items must meet the following conditions:

• The product must be in its original condition and packaging, including all tags, accessories, and protective materials.
• Items showing signs of wear, pet hair, damage, or odor may not be eligible for a refund or exchange.
• Customized, clearance, or final sale products cannot be returned unless they arrive defective or incorrect.

2. Return Process

If you would like to request a return, please contact our customer care team via [email protected] with the following information:

• Your order number and full name
• The product(s) you wish to return
• Reason for the return (e.g., wrong size, damaged item, not as described)
• Clear photos of the product if it arrived damaged or defective

Once your request is approved, our team will provide you with the return address and step-by-step instructions. Please ensure all returned parcels are securely packaged to prevent damage during transit.

3. Refunds

After we receive and inspect the returned item, you will receive an email notification confirming the status of your refund. Approved refunds will be issued to the original payment method. Please note that it may take several business days for your financial institution to process and post the refund to your account.

Shipping costs (if applicable) are non-refundable. If your order was shipped with free delivery, the original shipping fee may be deducted from your refund if the return is not due to our error.

4. Exchanges

We currently do not offer direct exchanges. If you wish to replace an item with a different size or color, we recommend returning the original product and placing a new order. This ensures that your desired product is available and processed efficiently.

5. Damaged or Incorrect Items

We carefully inspect all items before shipment. However, if you receive an incorrect or defective product, please contact us within a reasonable time after receiving your order. Provide clear photos of the item and packaging, and our support team will resolve the issue as quickly as possible—either by sending a replacement or issuing a full refund.

6. Non-Returnable Items

For hygiene and safety reasons, certain pet-related items such as used beds, carriers, or mats that have come into contact with pets cannot be returned once opened. We appreciate your understanding in maintaining the health and safety of all our customers and their companions.

7. Our Commitment

At Pawnovaoff Shop, we value transparency and customer satisfaction above all else. Every return or refund request is handled with care and empathy because we believe that every pet deserves comfort and every owner deserves confidence in their purchase. Our goal is to make your shopping experience easy, secure, and worry-free.

If you have any concerns about your order, don’t hesitate to reach out to our support team before initiating a return. We’ll do our best to offer personalized solutions that fit your needs.