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Refund Policy

Refund Policy – Pawzenia 

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At Pawzenia, we aim to ensure customer satisfaction while complying with UK consumer protection laws.

1. Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.

  • To exercise your right to cancel, you must contact us within 14 days of delivery.

  • You then have an additional 14 days to return the item (if required).

2. Returns Eligibility

To be eligible for a return:

  • The item must be unused and in its original condition

  • The item must be in its original packaging

  • Proof of purchase is required

3. Faulty, Damaged, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a remedy if your item is:

  • Faulty

  • Not as described

  • Not fit for purpose

In such cases, you are entitled to:

  • A full refund

  • A replacement

  • Or a repair (where applicable)

We may request photo or video evidence to process your claim.

4. Refund Without Return (Dropshipping Policy)

As Pawzenia operates with international suppliers, in some cases we may offer a refund without requiring the return of the product, particularly when:

  • Return shipping costs are too high

  • The product is low value

  • The item is defective

5. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect.

  • We recommend using a tracked shipping service, as we are not responsible for lost returns.

6. Refund Processing Time

  • Refunds are processed within 5–10 business days after approval.

  • Funds will be returned to the original payment method.

7. Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again

  2. Contact your payment provider

  3. Contact us at [your email]

8. Non-Returnable Items

Certain items may not be eligible for return, such as:

  • Personalised products

  • Hygiene-sensitive items (e.g., pet grooming items) if opened

9. Order Not Received

If your order has not arrived within 30 business days, please contact us. You may be eligible for:

  • A replacement

  • Or a full refund

10. How to Request a Refund

To request a refund, contact us with:

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  • 📧 Email: [your email]

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