Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at support@pawfev.com with your order number and the reason for your return. We reply within 1 business day with return instructions and the correct return address. Please do not send anything back before contacting us — items sent back without first requesting a return cannot be accepted.

Import duties and taxes Import duties, taxes, and customs fees charged by the destination country's customs authority are non-refundable. These charges are outside PawFev's control. If you are ordering to a US address, please be aware that any duties or fees paid to customs cannot be refunded by PawFev.

Who pays for return postage
If your item is faulty, damaged, not as described or incorrect, we cover the full cost of returning it and will send you a prepaid return label. If you have simply changed your mind, return postage is your responsibility. This does not affect your statutory rights.

Damages and issues
Please inspect your order on delivery. If the item is faulty, damaged or you have received the wrong item, contact us at support@pawfev.com within 30 days of delivery, and as soon as you can so we can help quickly. Please include your order number and photographs of the item and the outer packaging. We will arrange a free replacement or a full refund, including all postage costs.

United Kingdom — your 14-day right to cancel
If you are a consumer in the United Kingdom, the Consumer Contracts Regulations 2013 give you the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. You then have a further 14 days to return the goods to us. This right applies in addition to, and separately from, our 30-day return policy above, and it applies to discounted and sale items in the same way as full-price items.

To exercise this right, email support@pawfev.com before the 14 days expire. Goods must be returned in the same condition you received them. Unless the item is faulty or not as described, the cost of return postage is yours. We will refund you within 14 days of receiving the goods back, or of receiving proof that you have sent them.

European Union — 14-day cooling off period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Exceptions / non-returnable items
For hygiene and safety reasons we cannot accept returns of our ingestible pet care products — including the Dog & Cat Dental Cleaning Powder and the Dog Hip & Joint Supplement — once the seal or packaging has been opened. Unopened items in their original sealed packaging can be returned as normal. We also cannot accept returns of gift cards.

These exceptions do not apply where an item is faulty, damaged or not as described, and they do not affect your statutory rights or your right to cancel described above.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@pawfev.com.

Contact
PawFev
Rua Leite de Vasconcelos 43, 2.º Frente, 1170-198 Lisboa, Portugal
Email: support@pawfev.com
Phone: +351 920 398 668