Политика возврата средств

Return and Refund Policy

We want you and your pet to be happy with what you ordered. This policy explains when a return is possible and how to request one.

Every return needs our approval first
Email support@pawlido.com within 30 days of delivery with your order number, the reason for the return, and clear photos of the item and its packaging. We review every request and reply within 24 hours. Please do not send anything back before you receive a return authorisation and the return address from us. Items sent back without approval cannot be refunded.

Damaged, faulty or wrong item
If your order arrives damaged, faulty, or is not what you ordered, we cover it in full: a free replacement or a full refund, including any return shipping. Contact us within 7 days of delivery and include photos or a short video so we can resolve it quickly. This applies to every item we sell, at any price.

Change of mind
For a change of mind we accept approved returns on items priced $20 and above, when the request reaches us within 30 days of delivery and the item is unused, complete, and in its original packaging with all accessories and tags. Return shipping is paid by the customer and the refund covers the item price only.

Items under $20
We do not accept change-of-mind returns or exchanges on items priced under $20, because international return shipping on a small item costs more than the item itself. This does not affect your rights if the item is faulty, damaged or incorrect, which we always cover.

Items that cannot be returned
Used or opened grooming and hygiene items, opened treats, food and supplements, personalised or made-to-order items, and gift cards. Anything returned used, washed, damaged or incomplete will not be refunded.

Exchanges
We do not exchange items directly. If a return is approved and accepted, we refund it and you are welcome to place a new order for the item you want.

Cancelling an order
You can cancel free of charge within 12 hours of placing your order, as long as it has not shipped. After dispatch, the return process above applies.

Refunds
Once your returned item reaches us and passes inspection, we approve the refund within 5 business days. It is issued to the original payment method and usually appears within 5 to 10 business days, depending on your bank.

Refused or undeliverable parcels
If a parcel comes back to us because the address was wrong or delivery was refused, we can reship it once you cover the reshipment cost, or refund the item price less the delivery cost we paid.

European Union orders
If your order is delivered inside the European Union you have 14 days from receipt to cancel for any reason, with no explanation required. The item must be unused, complete and in its original packaging.

How to reach us
support@pawlido.com. We reply within 24 hours, Sunday to Thursday, 9:00 to 18:00 GST. Pawlido is a licensed business based in Dubai, United Arab Emirates.