Returns & Refunds

Returns & refunds

For a change of mind, contact PawNest within 14 working days after delivery at pawnest.store@outlook.com. Working days are Monday to Friday, excluding public holidays. This voluntary window is in addition to, and does not reduce, your statutory withdrawal rights.

Your statutory right to withdraw

For eligible online purchases, you can withdraw without giving a reason within 14 calendar days after receiving your goods. Send a clear statement of your decision to the email above. Include your name, order number, order date and delivery date. You may use this wording: “I hereby withdraw from my contract for the purchase of [product], ordered on [date] and received on [date]. Name: [name]. Address: [address]. Date: [date].” You do not have to use this wording.

After notifying us of withdrawal, send the goods back within 14 calendar days. Contact us for the appropriate return address; your statutory withdrawal does not require our approval.

Return shipping & condition

You pay the direct cost of returning an item when you change your mind. Keep proof of postage. You may inspect the item as needed to establish its nature, characteristics and functioning. You may be responsible for diminished value caused by handling beyond that permitted inspection, where the law allows. Original packaging is helpful but is not a condition of statutory withdrawal.

Refunds

For a valid statutory withdrawal, we refund payments, including the cost of our least expensive standard delivery option, within 14 calendar days after being informed of your decision. We may withhold the refund until we receive the goods or evidence that you sent them back, whichever occurs first. Refunds use the original payment method unless otherwise agreed without extra charges. Extra costs for an upgraded delivery service are not refundable under statutory withdrawal.

Damaged, faulty or incorrect items

Email us with your order number and a description of the problem; photos can help us investigate. We cover return costs where required by law and provide the remedies applicable to your order. Your mandatory consumer rights and legal guarantees remain unaffected.