Refund policy

Last updated: June 2026

1. RIGHT OF WITHDRAWAL — 14-DAY STATUTORY RIGHT

Under EU law (Consumer Rights Directive 2011/83/EU) and Dutch law (Article 6:230o BW), you have the right to withdraw from your purchase within 14 calendar days of receiving your order, without giving any reason.

How to exercise this right:

Email us at support@pawsthebrand.com within 14 days of receipt, stating your order number and that you wish to return your order
Return the product to us within 14 days of your withdrawal notice

2. OUR VOLUNTARY RETURN WINDOW — 30 DAYS

In addition to your statutory 14-day right, we voluntarily extend our return window to 30 calendar days from receipt. Returns between day 15 and day 30 are accepted under the same conditions as the statutory withdrawal period.

3. RETURN SHIPPING COSTS

Return shipping is at your expense for both statutory and voluntary returns
We offer a PostNL return label for €4,40, which will be deducted from your refund
You are free to arrange your own return shipping if you prefer
For defective products, see Section 5 below — return shipping is always free of charge

4. CONDITION OF RETURNED PRODUCTS

Products must be returned in their original, unused condition with all labels and tags attached
Products must be returned clean and hygienic
We reserve the right to deduct an amount reflecting any reduction in value caused by handling beyond what is necessary to assess the product
We reserve the right to refuse a refund if the product is returned damaged, used, or in an unsellable condition due to circumstances attributable to you

5. DEFECTIVE PRODUCTS (NON-CONFORMITEIT)

This section applies if you receive a product that is defective, damaged on arrival, or does not match its description. This is governed by Article 7:17 Burgerlijk Wetboek (BW) and is separate from a standard return.

You must notify us within a reasonable time after discovering a defect. Under Dutch law, within 2 months of discovery is considered timely.

How to report a defect:
Email us at support@pawsthebrand.com with:

Your order number
A description of the defect
Photos or video clearly showing the issue

Return shipping on defective products:
If your product is confirmed defective, return shipping is at our expense. We will provide a prepaid return label at no cost to you.

Your remedies, in order:

Repair — we will repair the product at no cost to you
Replacement — if repair is not possible or practical
Price reduction — if repair and replacement both fail
Full refund — if the defect is not minor and no other remedy is appropriate

Timeframes:

Defects reported within 12 months of delivery are presumed to have existed at delivery — the burden of proof lies with us
Defects reported between 12 and 24 months require you to demonstrate the defect existed at delivery

6. REFUNDS

Once we receive your return in good condition, we will process your refund within 14 calendar days, using the same payment method as your original purchase.

Your refund will include:

The full purchase price of the product
The standard outbound shipping cost (the cheapest delivery option we offered at checkout)

Your refund will not include:

Premium or express shipping costs above the standard rate
The €4,40 PostNL return label cost, if used

7. CANCELLATIONS

Changed your mind before your order ships? We offer a 24-hour cancellation window as a convenience. Email us at support@pawsthebrand.com within 24 hours of placing your order and we will do our best to cancel it before dispatch.

Once an order has been dispatched it can no longer be cancelled. In that case your statutory 14-day right of withdrawal applies upon receipt — see Section 1 above.

8. EXCEPTIONS — NO RIGHT OF RETURN

The right of withdrawal does not apply to:

Sealed hygiene or personal care products that have been opened after delivery
Customized or personalized products made to your specification
Perishable goods
Products that have been clearly used beyond what is necessary to assess their nature and functioning