Refund policy

RETURN & REFUND POLICY

At Pawserved, your satisfaction is our top priority. We understand that sometimes things don't work out, and we want to make the return and refund process as simple and stress-free as possible. Please read our policy carefully before making a purchase.

Our 30-Day Return Window

We offer a 30-day return policy on all Pawserved products. This means you have 30 days from the date you receive your order to request a return. After this 30-day window has passed, unfortunately we are unable to accept return requests. We strongly encourage you to inspect your item as soon as it arrives so that any issues can be raised within this timeframe.

Eligibility for Returns

To be eligible for a return, your item must meet the following conditions. It must be in the exact same condition as when you received it — completely unused and unassembled where applicable. It must include all original tags, accessories, and documentation. It must be returned in its original packaging, undamaged and intact. You must provide a valid receipt or proof of purchase at the time of your return request. Returns that do not meet these conditions may be rejected or subject to a partial refund at our discretion.

How to Start a Return

To initiate a return, please contact our customer support team at pawserved@outlook.com with your order number, the reason for your return, and any supporting photos if your item arrived damaged or faulty. Our team will review your request and respond within 2 business days. Please do not send your item back before receiving confirmation from us, as items returned without prior approval will not be accepted and cannot be refunded. Once your return is approved, we will provide you with a return shipping label and clear instructions on how and where to send your package.

Damaged, Defective or Incorrect Items

We take quality seriously at Pawserved. Please thoroughly inspect your order as soon as it arrives. If your item arrives damaged, defective, or if you have received the wrong product entirely, please contact us immediately at pawserved@outlook.com with your order number and clear photographs of the issue. We will assess the situation promptly and work to resolve it as quickly as possible, whether that means sending a replacement, issuing a store credit, or processing a full refund. You will not be required to return the item in cases of damage or defect unless specifically requested by our team.

Non-Returnable Items

Please note that certain items are not eligible for return under any circumstances. These include items that have been used, assembled, or show signs of wear. Items returned without their original packaging or missing accessories. Products purchased during a sale, promotion, or marked as final sale at the time of purchase. Gift cards and store credits. Any item that has been deliberately damaged or tampered with after delivery. If you are unsure whether your item qualifies for a return, please reach out to us at pawserved@outlook.com before sending anything back and we will be happy to clarify.

Exchanges

At this stage Pawserved does not offer direct exchanges. If you would like a different item, the quickest way to get what you need is to return your original item following the process above, and once your return has been accepted and processed, place a new order for the item you want. This ensures the fastest possible turnaround for you.

European Union — 14 Day Cooling Off Period

For customers whose orders are being shipped to a country within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification. To exercise this right, your item must still be in its original unused condition with all tags and packaging intact, and you must provide your receipt or proof of purchase. Please contact us at pawserved@outlook.com to begin this process.

Refund Processing

Once we have received your returned item, our team will inspect it and notify you of the outcome of your return request via email. If your return is approved, your refund will be automatically applied to your original payment method within 10 business days of approval. Please keep in mind that your bank or credit card provider may take additional time to process and post the refund to your account, and this is outside of our control. If 15 or more business days have passed since we approved your return and you have not yet received your refund, please contact us at pawserved@outlook.com and we will investigate immediately.

Shipping Costs for Returns

In cases where the return is due to a fault or error on our part — such as a damaged, defective, or incorrect item — Pawserved will cover the full cost of return shipping. In all other cases, the customer is responsible for the cost of return shipping. We recommend using a tracked shipping method for your return, as Pawserved cannot be held responsible for items lost or damaged in transit on their way back to us.

Contact Us

If you have any questions, concerns, or need assistance with a return or refund, our team is always happy to help. Reach out to us at any time at pawserved@outlook.com and we will get back to you within 2 business days.