RETURNS & REFUNDS

Returns & Refunds

We stand behind the quality of every Paw Nest product. If your purchase isn't quite right, you may submit a return request within 30 days of delivery. All requests are reviewed on a case-by-case basis. If your return is approved, our support team will provide detailed return instructions.

Returns must be shipped within this 30-day period.

Return Eligibility

To qualify for a return, items must be:

  • Unused

  • In their original condition

  • With all original tags (where applicable)

  • In the original packaging

Items that do not meet these requirements are not eligible for return.

To ensure your return is processed correctly, you must contact us by email before sending your item. All returns must be authorised by our customer support team prior to shipment.

Returns sent to our warehouse without prior approval will not be accepted. This also applies to parcels sent using courier services arranged independently without following our return instructions. In these cases, the parcel may be refused or returned to the sender.

Non-Returnable Items

The following items cannot be returned:

  • Items marked as Final Sale

  • Items returned outside the 30-day return window

  • Products that have been used, damaged after delivery, or are not in their original condition

  • Pet consumables, treats, supplements, or hygiene products once opened (where applicable)

Bundles & Promotional Offers

Bundle or multipack purchases may only be returned if the complete bundle is returned, including all individual items and original packaging. Individual products from a bundle cannot be refunded separately.

Products purchased as part of Buy One Get One, Buy Two Get One, or similar promotional offers are considered final sale unless required otherwise by applicable consumer law.

Exchanges

We do not offer direct exchanges.

If you would like a different product, simply return your eligible item for a refund and place a new order separately.

Return Shipping Costs

Return shipping costs are the responsibility of the customer and will vary depending on your location and chosen courier.

For international returns, any customs duties, import taxes, or related charges are the responsibility of the sender.

If Fast & Insured Shipping was selected at checkout, this service fee is non-refundable.

We recommend using a tracked shipping service and keeping your proof of postage until your return has been fully processed.

Return shipping costs are non-refundable.

Refunds

Once your return has been received and approved, your refund will be processed within 10 business days.

Refunds are issued to your original payment method. Depending on your bank or payment provider, it may take up to 3 business days for the funds to appear in your account after the refund has been issued.

You'll receive an email confirmation once your refund has been processed.

Damaged or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact our Customer Care team at team@pawnestco.store within 48 hours of delivery.

Please include your order number along with clear photographs showing the issue. We'll review your claim as quickly as possible and work with you to provide an appropriate resolution.