Refund policy

At PawNest Plus, we want you to be satisfied with your order. If you have a problem with a purchase, please contact us so we can help. This policy applies to orders delivered to the United Kingdom and United States

30-Day Return Window

You may request a return within 30 days of receiving your order.

To qualify for a return, the item should normally be:

* Unused
* Clean
* In its original condition
* Returned with its accessories, parts, and original packaging where possible

To request a return, contact Email: support@pawnestplus.com before sending the item back.

Please include:

* Your order number
* Your full name
* The item you wish to return
* The reason for the return
* Clear photos or videos if the item is damaged, defective, or incorrect

Change-of-Mind Returns

An ordinary change-of-mind return may be requested within the 30-day return period.

The customer is responsible for the return-shipping cost unless applicable consumer law requires otherwise. We recommend using a tracked return service. PawNest Plus is not responsible for a customer-arranged return that is lost in transit.

We do not charge a restocking fee for an eligible return.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, Email: support@pawnestplus.com within 7 days of delivery. Include your order number and clear photos or videos showing the issue.

We will review the claim and provide instructions. If the claim is accepted and a return is required, PawNest Plus will cover reasonable return-shipping costs. Depending on the circumstances and your applicable rights, the resolution may be a replacement or a refund to the original payment method.

Do not dispose of an item or return it without our instructions, as we may need further information to assess the claim.

Non-Returnable Items

For safety or hygiene reasons, certain products may not be returnable after they have been opened, used, damaged, or contaminated, unless they are faulty or applicable consumer law provides otherwise.

Examples may include:

* Used pet-grooming products
* Products with broken hygiene seals
* Personalised or custom-made products
* Items damaged through misuse
* Gift cards or digital products, if offered

This policy does not limit any statutory rights that apply to your purchase.

Refunds

When an eligible returned item has been received and inspected, we will notify you whether the refund is approved.

PawNest Plus will issue an approved refund to the original payment method within 14 calendar days of receiving the returned item.

After we issue the refund, your bank or payment provider may require additional time to show it in your account. This additional bank or payment-provider time is outside our control.

Order Cancellations

If you wish to cancel an order, Email: support@pawnestplus.com as soon as possible.

An order can only be cancelled before it has been processed or dispatched. If it has already been dispatched, you may need to wait for delivery and then request a return under this policy.

Return Address

Do not return products without contacting us first.

Approved returns must be sent to the return address provided by our Customer Service team. Because orders may be fulfilled by different partners, the correct return address may differ from the address shown on the parcel. A return sent to an unauthorised address may be delayed or may not be received.