Refund policy

Refund Policy

At PawNest Plus, we want you to be happy with your order. If something is not right, please contact us and we will do our best to help.

30-Day Return Window

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

To be eligible for a return, the item should be unused, clean, in its original condition, and include all accessories, parts, and packaging where possible.

To start a return, please contact us at: Customer Service

Please include:

  • Your order number
  • Your full name
  • The item you want to return
  • The reason for return
  • Photos or videos if the item is damaged, defective, or incorrect

Change of Mind Returns

If you change your mind, you may request a return within the return period.

Customers are responsible for return shipping costs unless the item is damaged, defective, incorrect, or otherwise eligible for a free return under applicable consumer law.

Once your return is approved, we will provide return instructions.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

Please send clear photos or videos showing the issue, along with your order number.

If approved, we may offer:

  • A replacement
  • A refund
  • A store credit
  • Another suitable solution depending on the issue

Non-Returnable Items

For safety and hygiene reasons, some items may not be eligible for return once opened, used, damaged, or contaminated.

Non-returnable items may include:

  • Used pet grooming products
  • Items with broken hygiene seals
  • Personalised or custom-made items
  • Items damaged due to misuse
  • Gift cards or digital products, if offered

This does not affect your statutory rights.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

If approved, your refund will be processed to your original payment method.

Please allow several business days for your bank or payment provider to process the refund.

Order Cancellations

If you need to cancel an order, contact us as soon as possible at: Customer Service

We can only cancel an order if it has not yet been processed or dispatched.

If the order has already been dispatched, you may need to wait for delivery and then request a return.

Return Address

Please do not send items back without contacting us first.

Returns must be sent to the return address provided by our support team.

Contact Us

For return or refund questions, contact us at: Customer Service