Refund policy
We have 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 must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at muhammeddolan@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at muhammeddolan@gmail.com.
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.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. 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 too.
If more than 15 business days have passed since we’ve approved your return, please contact us at muhammeddolan@gmail.com.
<h2>Our 30-Day Promise</h2>
<p>We want you and your pet to love what you ordered. If you're not happy for any reason, contact us within <strong>30 days of delivery</strong> and we'll arrange a full refund or a free replacement — whichever you prefer. No complicated forms, no restocking fees.</p>
<p>To start a return, email us at <strong>muhammeddolan@gmail.com</strong> with your order number and a short note about the issue. A photo helps us resolve things faster, but it isn't required.</p>
<h2>EU & UK Right of Withdrawal (14 Days)</h2>
<p>If you are a consumer in the European Union or the United Kingdom, you have a statutory right to withdraw from your purchase within <strong>14 days</strong> of receiving your order, without giving any reason. This right exists independently of, and in addition to, our 30-day promise above — our voluntary policy is more generous, and nothing here limits your legal rights.</p>
<p><strong>Withdrawal period.</strong> The 14-day period begins on the day you (or a third party you nominate, other than the carrier) take physical possession of the goods. If your order is delivered in several shipments, the period begins when the last item arrives.</p>
<p><strong>How to withdraw.</strong> Send us a clear statement of your decision to withdraw — an email to <strong>muhammeddolan@gmail.com</strong> is sufficient. You may use the model withdrawal form below, but you are not required to. To meet the deadline, it is enough that you send your notice before the 14-day period expires.</p>
<p><strong>Effects of withdrawal.</strong> We will reimburse all payments received from you, including the standard delivery cost, without undue delay and no later than <strong>14 days</strong> from the day we are informed of your decision. We will use the same payment method you used for the original transaction, and you will not incur any fees for this reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them, whichever is earlier.</p>
<p><strong>Returning the goods.</strong> Send the goods back without undue delay and no later than 14 days from the day you notify us of your withdrawal. You bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.</p>
<h3>Model Withdrawal Form</h3>
<p><em>(Complete and return this form only if you wish to withdraw from the contract.)</em></p>
<blockquote>
<p>To: PawJoy, muhammeddolan@gmail.com</p>
<p>I hereby give notice that I withdraw from my contract of sale for the following goods:</p>
<p>Ordered on / received on: ____________________</p>
<p>Order number: ____________________</p>
<p>Name of consumer: ____________________</p>
<p>Address of consumer: ____________________</p>
<p>Date: ____________________</p>
</blockquote>
<h2>Damaged, Faulty or Incorrect Items</h2>
<p>If your item arrives damaged, defective, or is not what you ordered, contact us within 30 days of delivery and we will send a replacement or issue a full refund at no cost to you. You will not be asked to pay return shipping in these cases. Your statutory rights regarding faulty goods are not affected by this policy.</p>
<h2>Items We Cannot Accept</h2>
<p>For hygiene reasons, we cannot accept returns of items that were sealed for health protection and were unsealed after delivery, unless the item is faulty. Gift cards are non-refundable.</p>
<h2>Order Cancellation</h2>
<p>If you need to cancel an order, email us as soon as possible. If the order has not yet been dispatched, we will cancel it and refund you in full. If it has already shipped, the return process above applies.</p>
<h2>Refund Timing</h2>
<p>Once your refund is approved, we process it immediately. Depending on your bank or card issuer, it may take a further 5–10 business days for the money to appear on your statement. If more than 15 business days have passed since we confirmed your refund, please contact us.</p>
<h2>Questions</h2>
<p>Email <strong>muhammeddolan@gmail.com</strong> and we'll get back to you within 24 hours.</p>