Refund policy

Our 30-day return policy

You may request a change-of-mind return within 30 calendar days after delivery. Items must be unused, unwashed, in their original condition, and include their original packaging and accessories. Proof of purchase is required.

For hygiene reasons, we do not accept change-of-mind returns of used grooming products, used drinking or feeding items, or toys that have been in a pet's mouth. These exclusions do not remove your rights concerning faulty, damaged, or incorrectly supplied goods.

How to request a return

Email support@pawdovi.com with your order number and reason for return. We aim to reply within 2 business days. If approved, we will provide the correct return address and instructions. Dispatch the approved return within 14 calendar days of authorization, unless we agree otherwise.

Return addresses are provided with return authorization and may differ by product. Contact us before purchasing if you need to confirm the return destination and potential return shipping costs.

Please do not return items to the sender address printed on the parcel or to a supplier warehouse without our instructions.

Who pays shipping?

For a change of mind or an ordering mistake made by the customer, the customer pays return shipping. Original outbound shipping charges are not refundable for these returns, except where required by law. We do not charge a restocking fee. Use a tracked service and retain proof of postage.

For a confirmed damaged, defective, or incorrect item, PawDovi will provide an appropriate remedy at no additional cost to you. If a return is necessary, we will provide a prepaid label or agree in advance to reimburse reasonable return shipping. In some cases we may authorize a refund or replacement without requiring a return.

Damaged, defective, or incorrect items

Contact us as soon as you discover a problem, preferably within 30 days after delivery, with your order number and photos or a short video where practical. Early reporting helps us resolve supplier claims. This request does not shorten any rights or remedies available under applicable law. Stop using an item if it appears unsafe.

Refund timing

We aim to inspect returned items and communicate a decision within 5 business days of receipt. For an approved refund, we will initiate payment to the original payment method within 2 business days. Your bank or payment provider may take additional time to post the credit. If we authorize a refund without a return, the same initiation target applies from approval.

Cancellations and exchanges

Email us promptly to request cancellation. Cancellation may be possible before fulfillment begins but cannot be guaranteed once processing is underway. For exchanges, contact us before placing a replacement order so we can confirm the available options.

Nothing in this policy limits mandatory consumer rights.