Peace of mind
Fourteen days to change your mind under EU law. If something arrives damaged, faulty or wrong, it costs you nothing to put right.
Overview
At Paws & Prestige we want you and your pet to be completely happy with every order. If something is not right, this policy explains your options.
Right of Withdrawal (EU Customers)
If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise this right, contact us at contact@pawsprestige.org with your order number before the 14-day period ends.
After notifying us, you have a further 14 days to return the item.
Condition of Returned Items
To be eligible for a return, items must be unused, in the same condition you received them, and in their original packaging with any tags attached.
For hygiene and safety reasons, the following cannot be returned unless they are faulty or were sent in error:
- Opened pet food, treats and supplements
- Opened shampoos, sprays, balms and other grooming or personal-care products
- Items marked Final Sale
- Personalised or custom-made products
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, contact us within 14 days of delivery with photographs of the item and packaging. We will arrange a replacement or a full refund, including return shipping costs, at no charge to you.
Return Shipping
Unless the item is faulty, damaged or incorrect, the cost of return shipping is the customer’s responsibility. We recommend using a tracked service, as we cannot be held responsible for items lost in transit.
Refunds
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to the original payment method within 14 days of us receiving the returned goods.
Original shipping costs are refunded in full when you withdraw from the entire order, up to the cost of our standard delivery option. Shipping costs are not refunded on partial returns.
If you have not received an approved refund after 14 days, please check with your bank or card issuer first, then contact us.
Exchanges
We replace items only if they are defective, damaged or incorrect. To arrange an exchange, email contact@pawsprestige.org.
How to Start a Return
Email contact@pawsprestige.org with your order number and a short description of the issue. We will confirm the return address and next steps. Please do not send items back before contacting us.
Contact
Paws & Prestige
Via Cavour 17, 27013 Chignolo Po (PV), Italy
Email: contact@pawsprestige.org
A worked example of the timeline
Dates are easier than rules. Suppose your order arrives on Monday 1 September:
- You have until Monday 15 September to tell us you are withdrawing.
- You then have a further 14 days to send the goods back — so they should reach us by Monday 29 September.
- We refund within 14 days of receiving them, or of receiving proof of postage, whichever comes first.
If a refund has not reached you inside that window, email us and we will chase it. You should not have to.
Model withdrawal form
You do not have to use this form — an email saying you are withdrawing is enough — but it is here so you do not have to compose a letter.
To: Paws & Prestige contact@pawsprestige.org I hereby give notice that I withdraw from my contract of sale of the following goods: Order number: ______________________ Ordered on: ______________________ Received on: ______________________ Item(s): ______________________ Name: ______________________ Address: ______________________ Date: ______________________ Signature: ______________ (only if sent on paper)
If we cannot resolve it between us
We would always rather fix a problem directly — email us first and give us the chance. If you are not satisfied with how we handled it, consumers in the EU can use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
Damaged, faulty or wrong on arrival
This is not a return — it is our mistake, and correcting it costs you nothing. Send your order number and a photograph to contact@pawsprestige.org and we will replace the item or refund you in full, including any postage you paid.
