Refund Policy

Returns & Refunds

You have 30 days from delivery to send an order back, for any reason. No restocking fee, and we pay for the return label.

1. What you get back

Under our own 30-day policy we issue Pawclavas store credit for the full amount you paid, including any outbound shipping you paid. The credit never expires, it covers shipping on your next order, and you can spend it on any paw or pack.

To be explicit, because it matters: under this policy we do not refund to your original payment method. If that is a dealbreaker, please do not order, or see the EU section below.

2. If you are in the European Union

EU consumer law gives you a statutory right that sits above our policy and that we honour in full. Within 14 days of receiving your order you may withdraw from the purchase without giving any reason, and we refund the full amount to your original payment method, including the standard outbound delivery charge you paid. We process it within 14 days of receiving the goods back, or of proof that you sent them, whichever is earlier.

You do not need a form. Email us and say you are withdrawing. Our 30-day store credit offer is an extra on top of this right, never a replacement for it.

3. How to start a return

Email pawclavas@gmail.com with your order number, and say whether you want store credit or, in the EU, a statutory refund.
We send a prepaid return label within one business day.
Drop the package off. Your store credit or refund is issued within 5 business days of the parcel reaching us.

4. Condition of the item

The mask should come back in wearable condition. Worn once is fine, that is the whole point of the policy. Cut up, dyed, bleached or otherwise altered is not, and we may reduce the amount to reflect handling beyond what was needed to check the item.

5. Exchanges

Want a different paw instead of money or credit? Say so in your email and we ship the replacement as soon as the return is in transit, at no extra charge.

6. Wrong, damaged or faulty items

Send us a photo and we ship a replacement the same business day. You do not need to return the original. If you would rather have your money back in this case, you get it refunded to your original payment method wherever you live. Nothing in this policy limits your legal rights regarding faulty or misdescribed goods.

7. Cancelling before dispatch

Email us within 2 hours of ordering and we cancel and refund in full to your original payment method, before the order is released.

8. Orders that never arrive

If your order has not arrived 20 business days after the estimate given at checkout, email us and we reship or refund in full to your original payment method. You choose which.