Refund policy

Refund & Return Policy

Thank you for shopping with PawsPause. We aim to provide high-quality, meaningful products. Please review our return and refund policy below, which applies to all international orders.

1. General Return Policy (Worldwide)

We accept returns within 30 days of delivery for eligible items.

To request a return, please contact us at:
📧 info@pawspause.eu

Items must meet the following conditions:

  • Unused and in original condition

  • Returned in original packaging

Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

2. Personalized / Custom Products

Most of our products are made especially for you.

👉 Personalized or custom-made items are non-refundable and cannot be returned, unless:

  • The item is defective

  • The item is damaged upon arrival

  • The wrong item was delivered

3. European Union Customers

If you are located in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.

However, this right does not apply to personalized or custom-made items, unless they are faulty or incorrect.

4. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

  • Your order number

  • A description of the issue

  • Clear photos of the product

We will offer a replacement or refund where appropriate.

5. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds are processed within 5–10 business days

  • Refunds will be issued to the original payment method

Original shipping costs are non-refundable unless the item is defective or incorrect.

6. Shipping Costs

  • Return shipping costs are the responsibility of the customer

  • We do not refund original shipping fees (unless required by law or in case of error on our side)

7. Contact

If you have any questions about returns or refunds, please contact us:

📧 info@pawspause.eu

We truly appreciate your trust in PawsPause and the love you share with your pets.