Returns, Refunds & Cancellations

We want you and your pet to be happy with your Pawqivo purchase. You may contact us to request a return within 30 days of delivery. This is our standard store return window and does not limit any longer or different rights that may apply under consumer law.

How to request a return

1. Contact our support team. Email pawqivo@outlook.com with your order number and the reason for the request.
2. Wait for return instructions. We will review your request and, if eligible, explain how and where to return the item. Please do not send products to an address until we confirm the return arrangements.
3. Package the item carefully. Include the relevant order details and use suitable packaging. Keep your postage receipt and tracking information.
4. We assess the returned item. We will notify you about the outcome and any refund due.

Once an eligible return is approved, we aim to process the refund within 7 business days. Where the law requires a different deadline, the applicable legal deadline takes precedence.

• Refunds are normally issued to the original payment method.
• Your bank, card issuer or payment provider may need additional time to display the refund.
• Any delivery charges refunded will be handled in accordance with the applicable terms and consumer law.
• We do not charge a standard restocking fee under this policy.
• We will explain any decision about your request and provide relevant next steps.

We cannot promise an exact date on which funds will appear in your account, as this depends partly on the payment provider.

If you need to cancel an order, contact pawqivo@outlook.com as soon as possible, ideally within 12 hours of placing your order.

• We will try to stop an order if it has not yet entered dispatch or fulfilment.
• Cancellation cannot be guaranteed once an order has been packed, dispatched or handed to a carrier.
• If the order has already shipped, contact us for the appropriate next steps.

Where permitted by law, items should be returned in suitable condition, with their accessories and original packaging where reasonably available.

Items that have been opened or used

For hygiene, safety or product-condition reasons, some opened or used items may not qualify for a change-of-mind return where the law permits an exclusion. This is assessed according to the product and the circumstances.

These restrictions do not remove any applicable rights relating to faulty, damaged, misdescribed or incorrectly supplied products. We will consider the relevant facts and legal requirements before deciding a request.

Damaged, faulty or incorrect products

Contact us promptly after discovering the problem. Please include clear photographs or video where practical, your order number, and a short description of the issue. We will review the evidence and explain the available resolution under applicable law.

International orders

We accept enquiries from customers in the countries we serve. Return arrangements, postage costs, customs requirements and consumer rights may vary by destination. We will confirm the relevant return instructions for your order.

If something is wrong with your delivery, contact us so we can investigate it.

For a missing or delayed parcel

• Check the tracking link and any delivery notifications.
• Check safe places and with household members or reception, where appropriate.
• Send us your order number, tracking number and a description of what happened.

For a damaged or incorrect delivery

• Keep the product and its packaging until we advise you further, where reasonably possible.
• Take clear photos of the item, packaging and any visible damage.
• Contact us promptly so we can review the issue and advise on a fair resolution.

If you do not recognise a charge or have a concern about an order, you can contact us at pawqivo@outlook.com. We will review the available information and try to resolve the issue fairly and promptly.

Information that helps us investigate

• Your order number and the email address used at checkout.
• A clear description of the concern and the outcome you are requesting.
• Your order confirmation, payment confirmation or relevant transaction details.
• Shipping confirmation, tracking information and available carrier delivery updates.
• Photographs or videos of damaged, incorrect or missing items, where relevant.
• Previous emails or messages relating to the same order or issue.
• Return tracking, proof of postage or refund confirmation, where applicable.

We keep relevant order, fulfilment and customer-support records where available to help us understand and investigate payment concerns. We may use appropriate records, such as order details, tracking updates, delivery scans and customer correspondence, when responding to a payment provider's request for information.

If you have already opened a PayPal case

If you have opened a dispute or claim through PayPal, you may email us with your order number and PayPal case ID so we can identify the transaction and review the issue. Where appropriate, we will provide relevant information through the payment provider's designated dispute-resolution process and respond within the applicable deadlines.

Please keep any relevant order records and correspondence until the matter is resolved. If we agree that a refund, replacement or another remedy is appropriate, we will explain the next steps and process it in accordance with applicable law and the payment provider's procedures.

Nothing in this policy limits your right to contact your payment provider, raise a payment concern or exercise any consumer rights available to you under applicable law.