Refund policy
Last updated: March 10, 2026
Returns
Please note that returns are not free. Return shipping costs are the responsibility of the customer.
Is it possible to return my order?
Yes, it is possible.
If you are not satisfied with the items you ordered, you have the option to return them within 30 calendar days after receiving your order.
To be eligible for a return, the following conditions must be met:
- The product must be in good condition, without damage caused by misuse.
- The product must be returned with all components, accessories, and original packaging.
- It must show only normal signs of use.
- For hygiene or personal use products, items must be returned clean and in proper condition.
- If the product arrives defective or damaged, it must be reported as soon as possible with photographic evidence.
pawvine™ reserves the right to reject returns of products that show clear signs of misuse or damage caused by the customer.
Once the return is received, it will be inspected and processed within 7 business days.
If the return meets the stated conditions, the refund will be approved and processed.
How to Request a Return
If your order meets the above conditions, please follow these steps:
Send an email to:
infopawvine@gmail.com
The email must include the following information:
- Order number
- Reason for the return request
- Photos of the product (in case of damage or defect)
- Customer’s full name
- Customer’s full address
Once your request is received, our team will provide you with the appropriate return address.
⚠️ Important:
Do not send the product back to the original sender of the package. Returns must only be sent to the address provided by our customer support team.
The customer is responsible for return shipping costs.
Order Cancellation
Orders can only be canceled within the first 12 hours after purchase.
Since orders are processed automatically in our logistics system, after this time the order may already be in preparation or shipment.
If the order has already been shipped, it cannot be canceled, but you may request a return once the product has been received.
Defective or Incorrect Products
If you receive a product that is:
- Damaged
- Defective
- Different from what was ordered
You must contact us within 7 days of receiving the order and provide photos of the product.
In these cases, we will evaluate the situation and may offer:
- Product replacement
- Full or partial refund
- Alternative solution agreed upon with the customer
Refund Process
Once the returned products are received and the return is approved:
- The refund will be processed within 7 to 14 business days.
- The refund will be issued using the same payment method used for the purchase, unless otherwise agreed with the customer.
- Original shipping costs are non-refundable, except in cases where the product has defects or errors attributable to pawvine™.
International Shipping and Returns
Our products may be shipped from international fulfillment centers.
In the case of a return, the customer must send the product to the address provided by our customer support team, which may correspond to an international warehouse.
Return shipping costs are the responsibility of the customer.
Non-Returnable Products
For hygiene or product nature reasons, some items may not be eligible for return, including:
- Opened personal or hygiene products
- Products damaged due to misuse
- Sale or clearance items (when explicitly stated)
Contact Information
If you have any questions about returns or refunds, you can contact us at:
Email:
infopawvine@gmail.com