Refund policy
Can I return my order?
Yes. If the item you received is damaged, defective, or incorrect due to our error, you will not be responsible for any return shipping costs.
If the return is requested for personal reasons, the customer is responsible for the return shipping costs. The specific shipping fee will depend on the courier service chosen by the customer.
To be eligible for a refund, items purchased from Pawcito must be returned within 15 days of delivery and must be in new, unopened, and unused condition. A copy of the original purchase receipt or proof of purchase must be included with the return.
Refunds will be issued to the original payment method and will cover the original purchase price only. Original shipping charges are non-refundable. Customers are responsible for any shipping costs incurred when returning items.
All returned items should be sent using a secure, insured, and trackable shipping method.
If you wish to return an item or have any questions, please contact our customer support team in advance at:
We will be happy to assist you throughout the return process.
Returns are typically processed within 5–7 business days after the returned item has been received.
In which cases can I receive a refund, replacement, or reshipment?
We may offer a replacement, reshipment, or full refund in the following situations:
• The product has a manufacturing defect or quality issue;
• The item received does not match your order;
• The product was damaged during shipping.
If any of these situations apply, please contact us within 7 days of receiving your order and provide your order number along with clear photos or videos showing the issue.
Who is responsible for return shipping costs?
If the return is due to a product defect, incorrect item, or shipping damage, we will cover the return-related costs.
If the return is requested for personal reasons, a return processing fee of €7.95 will be deducted from the final refund amount.
Which items are not eligible for return?
For hygiene, safety, and product integrity reasons, returned items must include:
• Original packaging;
• All accessories;
• User manuals;
• Any related documentation.
Returned items must remain unused and in the same condition as originally received.
Returns will not be accepted if:
• The item contains stains or signs of use;
• Cards, inserts, or packaging materials are damaged or folded;
• Security seals have been broken;
• Plastic wrapping or protective packaging has been opened.
If the returned item does not meet these requirements, we reserve the right to refuse a refund or exchange.
The following items are not eligible for return:
• Products purchased through third-party retailers;
• Products incorrectly ordered by the customer;
• Products damaged due to customer misuse or mishandling.
Return requests submitted without proof of purchase may be declined.
Pawcito reserves the right to refuse any return request that does not comply with this policy.
How do I request a return?
To request a return, please contact us at:
Please include the following information:
• Order number;
• Reason for the return;
• Photos or videos of the item (if applicable).
Once your request has been reviewed and approved, we will provide detailed return instructions and the return address.
What should I do if I receive a damaged, defective, or incorrect item?
If your item arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.
To help us process your request as quickly as possible, please provide:
• Order number;
• Proof of purchase;
• Photos or videos showing the issue;
• Delivery address;
• Contact phone number (if required).
After verification, we will arrange a replacement, reshipment, or refund as appropriate.
How long does the return process take?
Once your returned item arrives at our warehouse, inspection and processing typically take 5–7 business days.
You will receive an email notification once your return has been processed.
When will I receive my refund?
Once your refund has been approved, it will be issued to your original payment method.
Depending on your bank or payment provider, refunds typically appear within 5–10 business days.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at:
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us as soon as possible.
For orders that have not yet entered the packing or shipping process, we will do our best to accommodate your request.
Once an order has been shipped, it can no longer be modified or canceled.
Contact Us
If you have any questions regarding your order, shipping, returns, refunds, or products, please feel free to contact our customer support team.
Email: pawcitostore@gmail.com
We will respond as soon as possible and do our best to assist you.