Refund policy

Our 30-day happiness guarantee
If your dog isn't happy, neither are we. You may return an item within 30 days of delivery for a refund or exchange, provided it meets the conditions below.

What can be returned
Items in unused, resellable condition, in their original packaging
Items that arrived damaged, faulty, or were not what you ordered

What cannot be returned
For hygiene and safety reasons we cannot accept returns on items that have been used with your pet — including feeding bowls, lick mats, snuffle mats and grooming tools that have been in contact with an animal, food, or saliva.

This does not affect your rights if the item is faulty, damaged on arrival, or not as described. In those cases we replace or refund it in full.

How to start a return
Email hello@pawtino.store with:
1. Your order number
2. What you would like to do (refund, exchange, or replacement)
3. For damaged or faulty items — a photo

We will reply within 24 hours with return instructions. Please do not send anything back before contacting us.

Return shipping costs
Item faulty, damaged, or incorrect: we pay return shipping
Change of mind: the customer pays return shipping

Refunds
Once your return is received and checked, we process the refund within 3 business days to your original payment method. Depending on your bank, it may take a further 5–10 business days to appear on your statement. Original shipping charges are refunded only where the item was faulty or incorrect.

Order cancellation
Orders can be cancelled free of charge before they are dispatched. Email us as soon as possible — once a parcel has shipped, the return process above applies.