Refund policy
At PAWZA, we comply with German and EU consumer protection laws, including the EU Consumer Rights Directive (2011/83/EU).
This means you have clear rights when shopping with us, including the right to cancel and return your order within a defined period.
Our goal is to ensure a fair, transparent, and stress-free shopping experience for all customers.
⏳ 2. Right of Withdrawal (Widerrufsrecht)
You have the right to cancel your order within 14 days without giving any reason.
The withdrawal period is 14 days from the day you (or a third party you nominate) receive the goods.
To exercise your right of withdrawal, you must inform us clearly via email that you wish to cancel your order.
📩 Example withdrawal message:
You may contact us with a simple statement such as:
“I hereby cancel my contract for the purchase of the following goods…”
📦 3. Conditions for Returns
To be eligible for a return:
- Items must be returned within 14 days of cancellation
- Products must be unused and in original condition
- Items must include original packaging (if applicable)
- Products must not be damaged, altered, or heavily used
You are responsible for any loss in value if the product has been used beyond checking its nature and function.
🚫 4. Non-Returnable Items
For hygiene, safety, and product integrity reasons, the following items cannot always be returned:
- Opened supplements, chews, or edible products
- Used sprays, liquids, or pheromone products
- Hygiene-sensitive pet items (if opened or used)
- Custom or heavily discounted clearance items (if stated)
These restrictions follow EU hygiene exemption rules.
💰 5. Refunds
Once your returned item is received and inspected:
- We will notify you of approval or rejection of your refund
- If approved, refunds will be processed within 14 days maximum
- Refunds are issued using the same payment method used at checkout
We may delay the refund until we receive the goods or proof of return shipment.
🚚 6. Return Shipping Costs
- Customers are responsible for return shipping costs, unless the item is defective or incorrect
- If the product is faulty or we made an error, PAWZA covers return shipping
- We recommend using a trackable shipping service
⚠️ 7. Damaged or Incorrect Items
If you receive:
- A damaged product
- A wrong item
- A missing item
Please contact us within 48 hours of delivery with photos or proof.
We will replace or refund the item at no additional cost.
🔁 8. Exchanges
We only replace items if:
- They are defective
- They arrived damaged
- You received the wrong product
If you want a different product, we recommend returning the item (if eligible) and placing a new order.
📍 9. Order Cancellation Before Shipping
If your order has not yet been shipped, you may cancel it for a full refund.
Once the order has been processed or shipped, the standard 14-day return policy applies.
📬 10. How to Start a Return
To start a return or refund request:
📧 Contact us at: [your support email]
Include:
- Order number
- Reason for return
- Photos (if applicable)
We will guide you step-by-step through the process.
❤️ 11. Our Commitment
At PAWZA, we don’t just sell products—we support pets and their emotional well-being.
That’s why our return process is designed to be fair, simple, and transparent, so you can shop with confidence knowing your satisfaction matters.