Refund policy

PawBitt Returns & Refunds Policy

At PawBitt, our priority is making sure you and your pet are 100% happy with your purchase. If something didn't go as expected, here's exactly how we can help.

1. Return Window

You have 14 calendar days from the date you receive your order to request a return, in line with EU e-commerce regulations.

2. Return Conditions

To be eligible for a return, your item must meet the following requirements:

Be in the same condition you received it (unused, free of pet hair, and free of odors)
Have its original packaging and tags intact
Be accompanied by proof of purchase or your order number

Please note: For hygiene and safety reasons, we cannot accept returns on food products, supplements, or hygiene items that have been unsealed.

3. Damaged, Incorrect, or Incomplete Orders

We work with international fulfillment centers that, due to the high cost of return shipping, typically don't require damaged or incorrect items to be physically returned.

If your order arrives damaged, incomplete, or different from what you ordered:

Contact us within 30 days of delivery
Send us clear photos or videos of the product and its packaging
Once we've reviewed your case, we'll offer you either:
- A free replacement, or
- A full or partial refund, depending on the situation

In most cases, you won't need to send the product back. If, in exceptional circumstances, a physical return is required, we'll provide the return address and instructions by email or through our [Contact Page].

4. Right of Withdrawal (Change of Mind)

As an EU/UK consumer, you also have the right to withdraw from your purchase without giving a reason within 14 days of receiving your order, simply by notifying us in writing (email is fine). This is separate from the defective/incorrect item process above and applies even if there's nothing wrong with the product.

5. Return Shipping Costs

If the return is due to a change of mind (you simply no longer want the item, or ordered the wrong size/color), return shipping costs are the customer's responsibility.
We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items lost in transit.

6. Refund Process

Once we receive and inspect your returned item, we'll email you to confirm whether your refund has been approved.

If approved, your refund will be automatically processed to your original payment method within 5–10 business days.
Please note your bank or card provider may take a few additional days to reflect the funds in your account.

7. Order Cancellations

You can cancel an order before it's processed — usually within the first 12–24 hours after purchase. Once an order has shipped, it can no longer be cancelled, and you'll need to follow the standard return process after receiving it.