Refund policy

Aquí tienes la traducción oficial y con terminología legal adecuada en inglés para tu tienda:

RETURN AND REFUND POLICY

At PawLift, our mission is to ensure that you and your pet enjoy every walk with complete peace of mind. We stand behind the quality of our products with a 30-Day Satisfaction Guarantee.

1. Return Window and Global Coverage

You have 30 calendar days from the delivery date confirmed by the tracking carrier to request a return or exchange, regardless of destination country.

2. Item Condition Requirements

We understand you need to check if the size fits your dog properly. To be eligible for a return, the product must meet the following hygiene and maintenance standards:

  • The item must be in its original packaging with all tags, labels, and accessories intact.

  • Hygiene Inspection: It must be free of pet hair, stains, pet body odors, and any signs of wear or outdoor use.

  • Proof of purchase or the original order number issued by our official store must be provided.

We reserve the right to apply a restocking deduction or deny any return showing clear evidence of damage caused by bites, excessive pulling, chewing, or improper hygiene.

3. How to Start a Return

Please do not send items back without prior authorization, as unauthorized packages will be automatically rejected by our logistics hubs.

  1. Request: Email us at pawtienda@use.startmail.com with your order number, reason for return, and clear photos showing the current condition of the product.

  2. Authorization: Once your request is reviewed within 24 to 48 business hours, we will issue an authorization number and the return warehouse address: [INSERT RETURN ADDRESS OR FULFILLMENT HUB].

  3. Return Shipment: Items must be shipped using a trackable courier service. Except in cases of verified manufacturing defects or fulfillment errors on our part, return shipping costs are the customer's responsibility.

4. Defective, Damaged, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged during transit, defective, or in the wrong size/model:

  • Contact us within 5 business days of delivery with supporting photos or videos.

  • Once assessed, we will send a free replacement or issue a full refund, including original shipping charges.

5. Size Exchanges

If you need a different size:

  • We will process the return of your current item following standard return guidelines.

  • To receive your correct size as quickly as possible, the most efficient method is to place a new order on our website once the return has been approved by our support team.

6. European Union Consumers (Right of Withdrawal)

Pursuant to European Union consumer protection directives, customers within the EU have a statutory 14-day cooling-off period to cancel or return their purchase without giving a reason. At PawLift, we voluntarily extend this window to 30 calendar days, subject to the item condition terms outlined in Section 2.

7. Refund Processing

  • Once your return is received and inspected at our facilities, we will notify you by email regarding the approval or rejection of your refund.

  • If approved, the refund will be processed automatically to your original payment method within 5 to 10 business days.

  • Please note: Bank processing times may vary. If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at pawtienda@use.startmail.com.